Bob Dickinson

Sorry @Josh Bridgens - I've just realised I never got back to you! Also @baker - please see below for the configuration: Widget 1 - The Name of the Top Resolved This Week (from the most recent Sunday) Widget Type - List of Data (Custom) SQL String: SELECT h_resolvedby_username AS Winner FROM h_itsm_requests WHERE h_status IN('status.resolved', 'status.closed') AND h_resolvedby_username != '' AND h_dateresolved >= curdate() - INTERVAL DAYOFWEEK(curdate()) -1 DAY GROUP BY h_resolvedby_username ORDER BY COUNT(*) DESC LIMIT 1 Set up Screenshot: Widget 2 - The Total Number of Resolved Calls This Week (from the most recent Sunday) Widget Type - List of Counters SQL String: h_status IN('status.resolved', 'status.closed') AND h_resolvedby_username != '' AND h_dateresolved >= curdate() - INTERVAL DAYOFWEEK(curdate()) -1 DAY Set up Screenshot: I hope this helps! You may need to add some additional criteria to your WHERE clauses based on your requirements e.g. h_requesttype if you wanted to filter between Incidents, Service Requests, Changes etc. You can use our reporting reference for more help on the additional column names and what they contain: https://wiki.hornbill.com/index.php/Table_Info:_Main_Request_Table Please let me know if you have any issues. Kind regards Bob

Hi @Alisha Great news - I'm not sure why either, I was unable to replicate this. Please let us know if you experience any further issues Kind Regards Bob

Hi @Alisha When you say "it no longer works" - does that mean there is an error message appearing or that it returns no results when you are expecting some? Do you currently have any open Critical requests on the system that should be returned? Kind Regards Bob

Hi @Alisha I've just noticed this wiki page doesn't contain a number of our newer attributes. I have added Sub Status, and will have a run through to see if there are any other common ones that are missing. Thanks for bringing this to our attention. Kind Regards Bob

Over the past quarter, Team Hornbill has added a number of new features to Service Manager that you may not have been aware of. We have added a new section to the Wiki to give you a quarterly overview of these new features, along with some information around the setup and configuration if you would like to use them. We hope to update this "What's New" section regularly with new features from other applications too, so keep a lookout This quarters overview can be found here: https://wiki.hornbill.com/index.php/Service_Manager_Quarterly_Update_2019_Q3

Hi @Stephen.whittle We also have created a page on the wiki that gives you a reference to some of the most common reporting attributes in the Main Request Table (h_itsm_requests): https://wiki.hornbill.com/index.php/Table_Info:_Main_Request_Table We do not have the equivilent for all tables, but this should give you an idea of the types of values that are held in the columns, and especially the options available in those columns that are set by the system e.g. h_requesttype and h_status. I hope this comes in handy, Kind Regards Bob

Hi @Frank Reay @HHH @Paul Alexander I have followed this up internally, and have been informed that underlying API changes have already been made to faciliate a better search experience, but there is still some platform work in the backlog that needs to be completed before it will work as we would want. So the implementation here is ongoing. I do appreciate the difficulties you have with the searching (as I often have them myself!). To that end I have a temporary workaround that I hope will alliviate this a little bit; I have spoken to our individual project teams, recieved a string extract from each of them and collated this into a single Excel spreadsheet. This will allow you to CTRL + F to find any part of either a default string, or the key itself. It's by no means ideal, because we are constantly adding new strings so this is likely to become out of date reletively quickly. But for a quick reference/search guide, I hope it will help in the interim period until we implement a solution in the Admin tool. Please see the attached file Kind Regards Bob TRANSLATION STRINGS 2019-11-11.xlsx

Hi @Jeremy In Analytics, you can actually put multiple measures into a single widget to perform comparisons. As you can see in my screenshot, I have two Measures (Incidents Logged Per Month and Incidents Resolved Per Month) and have used a Chart Widget to display these two measures. So in your scenario if you took this approach, you would end with a week on week compairson along the X Axis, and different lines representing the difference services. Is this the kind of thing you are looking for? Kind Regards Bob Dickinson Hornbill Product Specialist

Hi @Carl Tovey I'm not entirely sure about the "Group by day" part of your requirement and if that is actually possible. However for the part you are referencing in the screenshot, have you tried checking the "Use Existing Prompt" checkbox for the Dateresolved date? This should use just 1 date/time selector for both the inputs. Kind Regards Bob

Hi @Martyn Houghton I believe this variable input will only accept the Database ID of the profile code (so h_id from the table h_sys_profiles). So this is the unique numeric value Kind Regards Bob Dickinson

Hi @Josh Bridgens There are various things you can show or use - forgive the colour scheme(!), but I've created 3 widgets here (a Custom list of Data, a counter, and a chart) to show 3 different variables relating to the resolution of calls Let me know if any of these would work for you and I can post the config you might want to use. As an example, here is how the Chart is set up Kind Regards Bob Dickinson

Hi @Gary@ADL I have just tested this internally by copying and pasting a request reference in the "Apply to Request" popup and after waiting for approximately a second or two, the call reference that was pasted in automatically appeared/refreshed and was available for selection. Do you have any other refresh based issues with any other area of Hornbill? Also, which browser are you using? If may be worth trying another browser, and also checking with a colleague to see if there are any particular variables that might cause this issue. In regards to logging formal Incidents with Hornbill - we provide the support-by-forum-only option for those customers that do not wish to incur the additional cost of, or have no need for an enhanced success plan, like Premier Success. This option though does not come with any service levels and so Hornbill does not commit to any timeframe for a response. Usually, you will find that someone does post a reply in a quick fashion, but obviously when something untoward is spotted, that is likely to not be fast enough for those on the receiving end. If you do need committed service levels for any incidents you report, then you might want to consider Premier Success moving forwards https://wiki.hornbill.com/index.php/Premier_Success_Plan . Kind Regards Bob

Hi @HGrigsby Whilst we don’t have simple list ordering at the moment, you could utilise the Value part of the list to hold a value that can be ordered in the way you want (whilst keeping the Display attribute as you current have set up to be customer facing). The trick is to use a value of 01 for 1st, 02 for 2nd etc. Then in your Progressive Capture config node, just ensure to order the Simple List by “Value”. Hope this helps Bob

Hi @Katie Negri Do you specifically need this output in a report format? We have ways of displaying this information already through the admin tool. To have a look at any User (anyone who is a subscriber to Hornbill) you can see this in the Admin Tool via System --> Organisational Data --> Users If you want to see who exactly is consuming a Service Manager subscription, in the Admin Tool you can navigate to Applications -> Hornbill Service Manager --> Application Subscriptions and this will show you how many you are currently consuming and who they are I hope this helps, Kind Regards Bob

Hi @Alisha What you have suggested all seems fine to me - if you are still having some issues with this one, please could you post a screenshot of what you've configured and the issue/error you get when trying to run it? Kind Regards Bob

Hi @Alisha This information would be stored on h_buz_activities. It's not the most user friendly table as it doesn't have links immediately back to the Service Manager Request - but it actually stores all contnet on any timeline in Hornbill (not just requests - Assets, Users Buzzes etc) To help you out, I've created a report which I think covers your needs but you may want to tweak it slightly (please see attached, and you can upload it onto your instance) A few points about it: I've added a Date Prompt to this for you to do some testing. This is based on the date the Impacted connection was added to the request. You may want to change this to something variable (e.g. "Last Month") or even convert this whole report into a Measure/Widget in Advanced Analytics if you are looking for a trend analysis of sorts I havn't added added any Request Type filtering in, so this is looking at everything (Incidents, Service Requests, Changes, Problems etc) - you may want to add your own filtering You will notice that the Analyst is actually the User ID - plus is has a pretty ugly prefix for everyone (urn:sys:user:<analyst name>). I can't remove this unfortunately but hopefully its ok for your needs anyway I hope this helps - or at least points you in the right direction! Kind Regards Bob number-of-times-an-impacted-connection-has-been-added-to-a-request-monthly.report.txt

Hi @Alisha Just to confirm - should this counter be "live for today" i.e. if you look at it right now, it would potentially show "10 tickets that have been assigned more than once today" And at midnight, this should reset back to 0? Kind Regards Bob

Hi @SimonSheldon Having had a close look and a test of this, I believe you have discovered an issue that I didn't realise existed previously. When using the "Assign to Owner (Variable)" node in your Business Process, Hornbill will look at which teams that person is a member of - and assign the ticket to that person in the first of these teams that it finds. However, it appears that this does not take into account the Assignment availability of this person - so in your example, it finds 1st Line Support as the first support team you are a member of, it does not take into account the fact you cannot be assigned requests in this team, and tries to assign it to you here anyway. The timeline of the request states that this has happened - but in actual fact, the assignment rules have been honoured, and instead its assigned to to this (first) team but without an owner (to prevent the ticket from erroring). So regardless of how the functionality would be desired to work, the key issue is that the timeline has given us incorrect information - I have raised this with our Product team, and this will be investigated as a defect. So unfortunately there isn't a graceful way to achieve what you are after here, but I do have a couple of workarounds: 1) Add a "Suspend Wait for Owner" node I have added another "Get Request Details" node, and if this issue occurs (i.e. the Owner is not set) we have a Suspend Wait for Owner - this means that the analyst would need to manually select the team and assignee (themselves) in order to progress the request. But by the time it reaches the task, it would have an owner and would no longer error. 2) Loop back to the "Auto Assign Analyst" In the same vein, this one looks to see if an owner has been set - and if it hasn't it treats the request as if it had been logged via the portal - ensuring that its automatically assigned to someone, but it would not be the creator . I appreciate neither of these solve the original requirement exactly - but our development team are now aware so hopefully we can make some improvements to this in the future. Kind Regards Bob

Hi @SimonSheldon This is spot on. The "Assign to Owner" variable you have now added will automatically set a default team only if an existing team has not been set against the request. Because its already been set to 1st Line, it appears to be causing a conflict as the creator does not existing as an available assignee in this team. You don't actually have any need now to include the below highlighted nodes, and the following assignment options should do it all for you - so try removing these (and the checkpoint itself in the stage details) and performing your tests again: Kind Regards Bob

Hi @SimonSheldon So the reason the task causes an error is clear - as you mentioned, it trying to assign it to an Owner has not yet been set. So to troubleshoot this, we need to focus a bit more on WHY the owner has not yet been set - you have a check point saying that the Owner has been assigned, but it hasn't so we have a issue here. So if you can provide the following we might be able to assist: 1) Who is raising the request? (Which Analyst - and are they a member of at least one team of which they are an assignee?) 2) Who are they raising this? Is it from the Shared Mailbox, or using one of the "Raise New" buttons? 3) A screenshot of your current BPM config for this stage - specifically the configuration you have around the assignment and how this has been configured (or you can PM me the definition for this BPM if you prefer) Kind Regards Bob

Hi @SimonSheldon If you are using the "Assign to Request Creator" node, then you DO have to specify a default team (e.g. 1st Line Support) - this is only really suitable if you know that whoever is raising the request that will be using this particular Business Process will be a member of this team AND be available to be assigned a ticket. If you have scenarios where this won't be the case, then we do not have a "Get Creator Details" style node that can check this unfortunately. But we do have another method where you can assign to the request creator regardless of the team they are a member of. Please see this post: Hopefully this could be an option for you? In regards to the error message you posted above....Is that related to this particular issue? It looks as though that is to do with a task creation rather than an assignment - and also trying to assign the task to one of our default system accounts. Was this a ticket that was created via Email Routing Rules? Kind Regards Bob

Hi @Will Douglas I believe this should all be set up correctly now, regardness of whether you click the "Raise New" or "New Change" button. Could you try again, and describe the scenario where the Custom Form does not appear (i.e. the method from which you have raised it - Raise New, or New Change - and the Service/Catalog Item that you are selecting)? Kind Regards Bob

Hi @Joanne I have found one way of doing this which may solve the requirement here. The key part of it is that you would need to decide on a max number of the people who could potentially be added. In my example below, I have chosen max 3 people but you could go up to 6 if you wanted. The first thing you do is add some Custom Fields to your Service. You will need an admin role to do this, but within the details section of an existing service, you can click on the "Design" button and start adding in attributes. I have called mine "Connection 1", "Connection 2", and "Connection 3". These are just single line text fields. IMPORTANT - Please be aware, ANY CUSTOM FIELDS YOU ADD HERE WILL BE APPLIED TO ALL SERVICES. As you can see in my example below, I have then edited these fields for my test service and added in the the User ID (important - not the name) of the people who I would like to be the interested connections The next thing to do is edit a workflow. The 3 key components to this are: 1) A "Get Services" node - this will get all the service details for the service against which the request has been raised - we are interested in the values in Custom Fields A to C 2) Parallel Processing - this is so the connections all get added simulatneously 3) Decision nodes to check each of the Services Custom Fields - this is to see if it has a value set or not - if it doesn't it will ignore it via the ""No Match" branch. 4) Add Connection Node - This is set if there IS a User ID present on that custom field in Service. And you inject value from the custom field into the "Co Worker" option on this node You can see how this is configured in my example below. Notice how I have the option for 3 custom fields here (3 decisions). If you wanted to up this, you just add the additional decisions and "Set Connection" nodes. I have tested this and it all appears to work as expected - you can see from the above screenshots, that in the Service - Connection 1 and Connection 3 where both populated (but Connection 2 wasn't). Thanks to my workflow, it ignored Connection 2 (Custom Field B ) and has just added the two connections I specified: I hope this helps! Kind Regards Bob

Hi @Will J Douglas I think this is because you are using catalog items for Change Management, but in your "new change" progressive capture you do not have a "Switch Capture" node present (you have "end"). If you have a look at the flows we have set up for "new Incident" and "new service request" you will notice that that have the Switch Capture node in them. So you can try deleting the "End" node and replacing it with "Switch Capture" - to be set up like this: And see if that resolves the issue? Kind Regards Bob

Hi All, If you havn't done already, the way to automatically trigger a request coming off hold from a customer update is to incorporate Sub Statuses into requests, as opposed to using "Suspend Wait for..." nodes to wait for a customer response (which looks like what @Adrian Simpkins is doing) As per Adrians screenshot, you can still place the call on hold automatically (whilst setting the substatus). Then Hornbill can be configured so that whenever a Customer Update (portal or email) comes in, the ticket will automatically come Off Hold and to a status/sub status of your choosing. A couple of key things to check to set this up (or if its not working) 1) The system settings - we have a couple of application Settings that need to be switched on to allow this: 2) In your Service configuration, ensure you have enabled the toggle for the "On Hold" sub status(es) that you would like to automatically come off hold (this can also be done at the Global Sub Status level), and also selected the sub statuses that the ticket should be changed to once the ticket DOES come off hold - as per this screenshot: Full information on the Substatuses can be found on the wiki: https://wiki.hornbill.com/index.php/Request_Sub-statuses Kind Regards Bob