Bob Dickinson

Hi @lokent Do you map any of these questions to Custom Fields (e.g. in the Progressive Capture, do you map the Property Ex Ref number to h_custom_a or another one of them)? If you do, you could use either a view on the Request List (or the reporting functionality in the admin tool) to extract all of the requests where this field is LIKE or CONTAINS the system specified. If not, you can report on the Progressive Capture answers directly, but it will be a slightly more complex report involving a join in the Reporting only Request List View Reporting Kind regards Bob

Hi @Joyce The method you are using here is not going to work unfortunately. What you are looking at in the screenshot is the past 12 months worth of samples. It doesn't matter what you specify in the criteria here, it will always start at the most recent sample based on the frequency and work backwards based on the number of samples you have specifed. If you hover other the samples, you will see the month they have scanned. If we take the 2017 measure, it is effectively saying "In the past 12 months from today, how many were logged in 2017?" - the answer is going to be 0 for every month This image may make it slightly clearer What you may need to do here is: 1) Increase the sample size of your Measure (from 12 to 36) so it collects the past 3 years worth of data instead of past 1 years 2) When you create the widget based on the measure, you can use the "Date Range Setting" to specify the date range of the samples to use (e.g. you might have one widget with a date range of 01-01-2017 to 31-12-2017, and the next widget with a date range of 01-01-2018 to 31-12-2018, etc) I hope this helps! Kind regards Bob

Hi @Gemma Morrison @lokent As Victor mentioned, if something seems to be broken or not working, it's best to log an Incident with us as the first port of call. If it's a How Do I style question then the forums are the best place to post. Kind Regards Bob

Hi @Will J Douglas Yes there is a modifier that can be added to variables to control whether or not the variable should show based on whether a value is present. To do this, the format is: {{.variable|empty}} - so in your example it would be {{.H_custom_j|empty}} This means that if h_custom_j does NOT contatin a value, this whole string will not be present in the resolved template. For more information we have a wiki page that gives some details about this: https://wiki.hornbill.com/index.php/Email_Templates Hope this helps! Kind Regards Bob

Hi @Shamaila.Yousaf I hope you are well! In answer to your points: What are the restrictions for Chat being available to a particular service only i.e. we have different departments using Service Manager; If our dept buys into this. At the moment we don't have any segregation on a Service By Service basis. Live Chat is separated by Roles (i.e. Customers either have the role allocated to them raise Live Chat requests, or they simply don't have access to it). We don't have the ability to allow the Chat Window to only show for particular types of Service right now What are the possibilities of analysts doing a mention within the chat to other analysts who aren't chat agents and are not Chat subscribers? This isn't possible - and I'm not sure it's something that would be introduced. The way it would work at the moment is that a Live Chat may be converted into a Request in Service Manager. From that point, the standard Collaboration functionality would apply so you analysts with a Service Manager subscriotion could mention eachother/collaborate around the request even if they didn't have a Live Chat subscription. Is there the ability to open the chat service to certain customers only? - i.e. to test the service with some users before opening up to all our customers. Yes - the role "Portal Chat Session User" is what is needed in order for end users to use the Live Chat app. So you would simply allocate this to a few test users, before applying to in bulk to ALL end users Will analysts be able to redirect customers to the FAQs when in the chat? Live Chat can't automatically present FAQs in the Chat Window, but Links/URLs could be posted by the Analyst to specifc Knowledge documentation Does it allow the analyst multiple chat conversations at the same time? Yes, an Analyst could have different Chats available in different tabs of the Browser simultaneously if required I hope this answers your questions - let us know if you have any more Kind Regards Bob

Hi @Nick Brailsford There are many reporting options in Hornbill and I would advise watching our Reporting Webinar to get a feel for some of the options available if you havn't already done so, to get some ideas. However as a simple starting point, have you tried the Personal Dashboards that are available as part of your Request List Views? By setting up a simple view with the criteria you require (for example in the scenario - Request Type is Incident or Service Request, Within Resolution SLA = True) you can the create a Chart/Graph and choose a further piece of criteria to provide some grouping (in this example, the Site). The nice thing about this is that the charts can be drilled down into - so you can click on them to directly be presented with requests that have been represented in the chart. Here are a view example screenshots: I hope this helps - more information about Dashboards can be found here: https://wiki.hornbill.com/index.php/My_Dashboards Kind Regards Bob

Hi @Alisha I think the answer to this might be dependant on the type of widget you are creating here. If you could post some screenshots (ensuring to obfuscate any sensitive customer information), then we may be able to advise further, as we have recently introduced some Look Up functionality but it's only available in certain areas. Kind Regards Bob

Hi @lokent Welcome back! Unfortunately there hasn't been a great deal of progress with this particular requirement in your absence. At the moment, the focus is rolling out the new Employee Portal (which will replace the existing Service Portal). Once this is with everyone, a review of all of the Live Chat functionality is anticipated to follow, to understand how best to deliver the features such as this one - that we appreciate are highly desired by a number of customers. As part of this, the Live Chat App as a whole will be reviewed so we can look to take advantage of the benefits that the new portal will provide us with (with the segregation of domains). I'm sorry that this isn't what you may have been hoping for, but we will be ensure to keep you up to date with any developments in this area. Kind Regards Bob

Hi @clampj I have created a test report for you that shows how you can perform a JOIN between the main requests table (which holds your tickets against the category) and the "Linked Requests" table (which would hold the link to the Master Ticket) I have based this simply around Incidents that are currently open, but obviously you could change the main criteria. Also I have only included the Linked Request Number. If you are after further details about the linked request, it becomes a little more complicated. To upload this onto your own instance, download the attachment, then navigate to Admin Tool -> Applications -> Service Manager -> Reports. Then create a brand new report, and click the Green "Upload" button in the top right hand corner N.B - one other thing - be aware that if you have more than one linked request, then there will be multiple rows to show each of these references I hope this gives you a starting point and you can add the coumns and filtering required to build the reports you need! Kind Regards Bob currently-open-incidents-including-linked-request-number.report.txt

Hi @Alisha So to clarify the criteria is for the results to contain both: Tickets that are open and about to breach within the next hour Tickets that are open and have already breached If so try the following: SELECT h_pk_reference AS Reference, h_ownername AS Owner FROM h_itsm_requests WHERE ((h_fixby BETWEEN NOW() AND DATE_ADD(NOW(),INTERVAL 1 HOUR)) OR (h_fixby < NOW())) AND h_fk_servicename = 'IT' AND h_requesttype IN ('Incident', 'Service Request') AND h_fk_priorityname = "Critical" AND h_status IN ('status.new', 'status.onhold', 'status.open') ORDER BY h_fixby ASC Kind Regards Bob

Hi @Alisha Unfortunately we don't have the capabilities currently to be able to change the colour of the text in a "list of data" widget, so this isn't possible right not. But I'm thinking maybe you could have a separate widget that is based on the same data (but with some different filtering to only display the requests breach within 60 mins) - and perhaps display next to/underneath your existing widget on a dashboard. Would this work as a compromise? If so, please could you send me the current SQL you are using in your existing widget and I'll take a look for you. Kind Regards Bob

Hi @Will J Douglas Thanks for the update. That's good news that it is working now (though quite strange as I did not get any of the errors you have reported when I tested this). Let us know if you have any further issues here Kind Regards Bob

Hi @Steve Larkins This seems like a reasonable suggestion and I can see why you would want to keep the groupings static - certainly if you have two similarly grouped widgets on a dashboard for comparison. I have passed this feedback to our developers to see if this is a feature that can been added. We will let you know of any updates here. Kind Regards Bob

Hi @James.Johnson The reason for duplicate record will be down to the validation. When you import an asset via the CSV Import method, the system needs to you select a field that contains a unique attribute to validate upon - this means that if the asset already exists in the system (based on the value of this attribute), then it will perform an UPDATE. But if validation has not been set, or it has been set and does NOT find a matching asset that already exists, it will CREATE a new one. So before you perform your import, you need to click the validation button and select which attribute you wish to use for validation): So a good test may be: 1) Populate a CSV with a single asset, ensure the serial number is populated with something (like 1234) and set the version to "0" 2) Import this into Hornbill - ensuring you click the Validation button and select "Serial Number" 3) Make sure the asset has been successfull imported 4) Open your CSV again, change the version to "1" - but make sure the serial number is still set to "1234") 5) Import the updated CSV into Hornbill again, once again ensure to click the validate button before and selecting "Serial Number" 6) The existing asset should have been UPDATED rather than a duplicate having been created, because it found an existing asset in the system that matched the serial number If this still fails, please could you send me the CSV file you are trying to import via a private message and I will double check Kind Regards Bob

Hi @Will Douglas Thank you for sending the details. I have just taken a look at your instance and setup, and when I have raised a new change via either method, it has run through the entire Progressive Capture without a prompt for an asset, so I am seeing different behaviour to you. I have verified this by double checking the Services, Catalog Items and their associated Captures and as you mention above, none of them contain the default asset form so it is behaving as I would expect. So perhaps this is a different issue - please could you try the following: Raise a New Change using a the private/incognito mode on your browser (in case this is some kind of Cache issue) Ask a colleague (who is subscribed to the Service) to also raise a change and see if they are prompted If after both of these tests, you are still being prompted, please could you post a couple of screenshots showing what you see direct before, during and after the prompt Kind Regards Bob

Hi @CalebH The first thing to keep in mind is that if you check multiple boxes in a static checkbox, Hornbill will deal with the result as a single string. So for example if you have: * Option 1 * Option 2 * Option 3 And you mark Option 1 and Option 3, Hornbill will treat the output as something like: ['Option 1', 'Option 3'] So as you can imagine, if you have a lots of check boxes, the number of permutations that this string could end up as could run into thousands - so it's not feasible to write decision nodes for every possibility. Instead, you should use the "CONTAINS" option in your decision nodes. This will look for a particular selection anywhere in the string. Take a look at the Business Process below based on the above 3 options: The Custom Expression in the decision criteria looks like this: As you can see - I'm not trying to match the entire string, but using the "Contains" to see if my option has been selected as part of one of the options. In my example, I have created a sequential flow that will then check if the next item (Option 2) has been selected and perform a necessary action. But you could also use something very similar to this in some parallel processing. I hope this gives you some assistance to overcome the specific issue you have. If you need any more help and still can't get this working, please could you post a few screenshots of your configuration and we can take a closer look. Kind Regards Bob

Hi @Lauren I don't believe we have any short term plans to extend this visibility at the moment. This is a Collaboration request (rather than something that is Service Manager specific) so I will take a look and pass on your feedback to the relevant Product Owners to get thier views on this request. Kind regards Bob

Hi @Lauren The following should give you the results you need. This will give you the previous months results based on the current date: Here is the text if you would like to copy and paste: YEAR(h_dateresolved) = YEAR(CURRENT_DATE - INTERVAL 1 MONTH) AND MONTH(h_dateresolved) = MONTH(CURRENT_DATE - INTERVAL 1 MONTH) Kind Regards Bob

Hi @Lauren The following should return what you are looking for. This string will look for any summary that starts with P - Let me know if there are any issues Kind Regards Bob Dickinson

@Gemma Morrison Hi Gemma, Are you referring to the standard reporting (In the Admin Tool under Applications -> Service Manager -> Reporting)? If so we may move this to the reporting section of the forum. But could you send a screenshot of the filter criteria please? Also can I confirm you have fully run and downloaded the report and the data is incorrect? (I’ve know that sometimes if just checking the Data Preview, it can show slightly incorrect info) Kind Regards Bob

Hi @7oaks It is possible to change all of these colours, along with the trim, text and even the size of the icons if you would like. Please see the different Application Settings we have at the bottom of this wiki page: https://wiki.hornbill.com/index.php/Customising_Self_Service You will need to go to the Admin Tool and navigate to Applications --> Service Manager --> Settings to find them. I hope this helps, Kind Regards Bob

Hi @Adam Toms When the task has been completed (by any of the Incident Assignees) this task should disappear from ALL of their side bars atuomatically. In the situarion you have described, the best solution is to create a new Assignment Role called "Service Desk Assignee" (or something like that) and allocate that out to all of the Service Desk users AND the out-of-hours users. Then set this role as the Assignee of your "Triage Actions" task in the BPM. That way you can separate it from everyone who is an Incident Assignee so only the relevant people get notified, but they can all still complete it. Hope this helps! Kind Regards Bob

Hi @Martyn Houghton Ah I see, sorry I understand what you mean now. I'll double check with the developers to see if this is something that is possible. Kind Regards Bob

Hi @Martyn Houghton Unfortunately there is not much we can do at the moment in relation to this specific mapping. But I'm pleased to say we have very recently released some functionality to accomodate exactly this scenario - so to be able to convert the widget labels into their user friendly names - e.g. to be able to show User Handles in place of User IDs/User URNs, to be able to show Team Names in place of full Team IDs etc. This can be accessed from the Widget Settings area: Organisation Names <> Organisation IDs is not one that has been added as part of this first iteration of this functionality, but I have requested for this to be added. Kind Regards Bob

Hi @Martyn Houghton You can already generate a measure that records the number of requests at the end/start of a sample. In the below example, I have a measure that runs with a Monthly Frequency. By leaving the "Date Ranging Column" empty, the measure will simply record the count of the criteria at the point the sample runs (in this case, 00:00:00 on the first day of every month). Obviously this is a point in time measure, so it's not something you can retrospectively generate as that information is not stored against requests themselves. So be careful that you do not resample this measure, as you will lose all of the samples you had previously recorded Kind Regards Bob