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Frank Reay

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Posts posted by Frank Reay

    Amend Asset details fields

    in Service Manager

    Posted

    New fields have to be requested to Hornbill.

    We use Translations to change the field names for those that we have no use for. It makes it a bit more complicated as the underlying DB names remain the same. However with some careful management it works for us.

    Enhancement Suggestion - Schedule the raising of Requests at some specified future date

    in Service Manager

    Posted

    We have a number of scenarios where we know that we need to raise a Request at some specified future date eg 1 month prior to an SSL Expiry date. Ideally we would like to raise these Requests at a one-off future date or on a regular basis eg annual, quarterly etc. I should say that we do not want to use Activities - we want them raised as formal Requests.

    This is not currently possible within Hornbill. So we have looked at options to use a 3rd party tool to hold and trigger the raising of the requests. This is clearly possible but is not straightforward eg the trigger system needs to be sure the Request was raised and ideally have the Request number, status etc. It feels that if this functionality could be within Hornbill then it would be so much easier to manage, view and report.

    Any support for this suggestion from other customers would be appreciated. Or let me know if you have found an alternative and effective way of achieving it! 

     

    • Like 1

    Query the Asset Audit DB to show all assets currently and previously used by an individual

    in Service Manager

    Posted

    We have an audit requirement to show all assets used by any particular individual. For the current users of any asset that is easy - search by the Used By field :-)

    However we also need to show any assets previously used by an individual. We do sort of hold this info in Requests (if the change came through that route) but it is not very easy to do. So I think there are 2 solutions:

    1. Raise an enhancement for a Previous User field to be added in Asset Management. It would need to take multiple users including Archived as well as Active users. I don't like this solution as it relies on people entering the info.
    2. Run a query against the Audit DB. Is this held in h_sys_audit_trail?? I don't even know where to start with that. Has anybody had any experience of this?

    Azure User Import - Meaning of setting for OnlyOneGroupAssignment

    in Integration Connectors, API & Webhooks

    Posted

    We use Azure User Import and in particular have the settings below

    image.png.e6e8859915ff4e1b59bb26855275d74a.png

    What is the impact of changing OnlyOneGroupAssignment to 'true'?

    The wiki says 'if set to true, then a user can only be associated to a single group at any one time'.

    But a later comment says 'Please note that this import only adds and not REMOVES any association.'

    Our problem is that we need to report on users based on their current Department (of which there is only one). However people move Departments and so we now have users with a selection of old and current Departments so how do I know what their current Department is? I thought the above setting may ensure that a user only has a single assignment at any point in time (ie to the current one) BUT that second comment concerns me. 

    Can the manual import csv facility have the ability to identify existing assets and update these rather than create duplicate?

    in Service Manager

    Posted

    Adrian - note that the Database Asset Import (v3) does allow Update and/or Create:
    OperationType - The type of operation that should be performed on discovered assets - can be Create, Update or Both. Defaults to Both if no value is provided

    I haven't moved to the new version yet but I think as long as you specify the Asset Type (which is the problem for me as the system creating the incoming csv file doesn't have that info) then it will update an existing record rather than create a duplicate.

    • Like 1

    Only E-mail Report if there is a record count >0

    in System Administration

    Posted

    I am unsure if this is an enhancement request, if I am missing a setting or if there is a better way to achieve the same end result.

    We have a number of reports running on a weekly basis to highlight where there are issues in the system that require manual intervention and fixing. For example:

    • Assets with duplicate names.
    • Users with more than one active account.
    • Requests assigned to a team but without an owner.
    • Users with missing Organisations, manager info etc.

    The reports are either emailed to key individuals or into the system to raise a Request. We have been running these for several months and now find that quite often there are no records to report (which is of course good news). However the reports still run and email the pdf/csv.

    Ideally we only want these reports to be sent out if there are records which need attention ie record count >0. I can't see any setting for this. Alternatively is there a different way to approach the problem?

     

    No email notification to Owner when Request updated by an Agent

    in Service Manager

    Posted

    This may be rarer than I think and I can't see any Forum Topic on this subject. But that does surprise me.

    We have a Request which was raised by an Agent (hence he is also the customer). The Request was then assigned to an owner - who received an email notification so all good so far. The agent/customer then updated the Request (via the usual Timeline Update option within the backend) but the Owner did not receive any email notification.

    The Owner's Notification settings are switched on for Email Update and Portal Update via email. However I have no noticed that there is no setting for Agent Update. Our testing indicates that no email notification is sent in that scenario. I am presuming that if the agent/customer added an update in the portal then it would kick off a mail notification (we have not tested that in this situation)- however our agents don't want keep flipping to the portal to enter updates for Requests where they are also the Customer.

    Is this expected behaviour or is there some setting/config we need to change? If it is expected then it is a bit awkward for the owner who doesn't get notified (surely it shouldn't matter if the update was done via the portal or in the backend).

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