Adam Toms

Hi @Bob Dickinson That's perfect, that's much more accurate than the results I was able to achieve. I like the fact with what you've produced that if a ticket has been assigned to the queue multiple times, it will appear as a duplicate, but give the timestamp, so showing the each individual time it was assigned. That's incredibly useful, and not something I had thought of. I'm still learning on my joins and filters as I have had no prior SQL knowledge, and what I have picked up has only been very recent. Thanks again for all your help. Kind Regards Adam

Hi @Bob Dickinson, Apologies for the delay in getting back to you operational activities have meant that I haven't been able to check back on this post until today. So what I have done is I've added those two tables, but haven't actually joined them together. I've then all my work in the filtering part, to get the info out of the two tables. By the sounds of it a join may of been a better way however, initially the way I set this up, it looked good, until I found anomalies in the data. As requested I've attached the report definition to this this post. Many Thanks Adam tickets-that-have-been-assigned-to-sec-ops-queue-at-some-point-in-the-ticket-life-cycle.report.txt

Hi all, I have had a very similar request come through from our teams here. My filtering and reporting knowledge is a bit green, and I'm learning more and more each day. I have managed to successfully join the requests table along with the request team assignment table. What I am trying to achieve is an adhoc report I can run that looks at all tickets under the Information Security Service that have been assigned to our Security Operations Team at some point of the tickets life cycle. I thought the easiest way that would be to join the requests and request team assignment table, and look at tickets, that contain information security service, that were resolved last month, that were Incidents and Service Request, as Per my filtering screenshot. I would then extract this into a CSV file, and filter the assignment queue in excel. As I could then use this for other teams, should the need arise. This does generate data successfully, but it's inaccurate. Taking the first Incident reference number in the data report generates screen shot I've looked up the ticket and as can be seen from the Teams the ticket was assigned to screenshot this was only ever assigned to Service Desk and Security Operations, yet my report contains data from other teams of which the ticket never touched. I'm baffled as to why it would contain assignment teams that the ticket never touched. Does anyone have any ideas? Many Thanks. Adam

Thanks very much @Steven Boardman for your swift reply. I will take a look into this. This looks like a much better option than going down the change management board lane route, that I was originally looking into. Many Thanks. Adam

Hello, I am trying to create a report that runs on a daily basis, for changes that were authorised during that day up until 16:15. I would then set the report to auto run at 16:20 each day uploaded via document manager. Our change process is very mature, so standard and Normal with an impact of minor - do not require CAB approval. As there are different processes different changes follow I wish to create reports that are as efficient as possible. I have looked at the change requests table, and there doesn't seem to be any option in there for the word authorised. After having a bit more of a think, All changes that get approved, go onto our Change Management Board, and all changes regardless of process end up in the board lane called Awaiting Change Implementation. I thought it could get away with inner joining the requests table and use the date modified feature, however that way does produce some anomalies. As any change modified in that lane will appear in the report, but that might simply be a member of staff adding an update to the request. Is there a way as I haven't been able anything in the Board Lanes table that records the time a request has moved into the lane called Awaiting Change Implementation? Looking at the time line of the ticket is seems to record the fact that the request has moved into the lane in the Change Management Board, but there seems to be no obvious way that I can find that I can use dates/ times a Change Request has moved lanes. As always any help would be gratefully appreciated Many Thanks. Adam

@Steven Boardman Thanks very much for your quick response. I will look into what you're suggesting. The BPM for this catalogue item is being used in multiple places. What I may need to do is take a copy of the existing BPM, then create a specific one for this catalogue item, and then follow the rest of steps you have kindly provided, as not all our Service Requests require cost code information to be submitted. Thanks again.

Hello all, I have a dashboard view currently set up, where a colleague is able to extract all smartphone requests captured in a month. Currently a colleague from the Procurement team, goes through all tickets, to find the cost code, which is a question in the progressive capture of the catalogue item. What would be handy to save the Procurement team going through each ticket manually, as on average there is around 100 per month, if I can add the cost code field into the report so this information is pulled into the Excel Spreadsheet extract. Would be keen to know if this is something that is possible, and if other members of the Hornbill community have been able to do this? Many Thanks. Adam

@Victor Thanks very much for your quick reply, I'm delighted to report, that I've used that filter option and it works like a charm. Thanks again for the speedy response on this. I did see there was an option for custom criteria but I'm afraid my SQL knowledge is very limited.

Hello all, I'm not sure whether anyone has come across the same thing, and was able to work around this, or find a better solution to what I am trying to achieve here? Any feedback would be gratefully received. Every Friday at 10 am I run a report on Customer Survey Feedback Responses each week. I've managed to run the report successfully, and with @Victor's assistance this has been working well. A few colleagues have noticed that I am missing some of the response data. What I would like to do is that I capture a rolling last 7 days from the time I run the report, however the variables pre defined in the screenshot attached it always look like I am going to miss some data. I think what I need is an additional variable like we have in the dashboard views, called last 7 days. Although happy to be corrected if that's not the case, and there is another way already built in for what I am looking to achieve. Many Thanks Adam

Hello, I've found this post and I've built our report as per the instructions kindly provided by Victor. As we'd find this kind of thing invaluable. However my reports do not contain any data I've checked the configuration can't see any obvious mistakes, that I've made. Has any of the columns or tables changed since this post was added. Also from the post it suggests you don't have to use the filter, of which I haven't in this configuration. Is this something that I do now need to do? Any help and advice on this would be much appreciated. Kind Regards Adam

Hi @Nanette Thanks for your reply, and confirming what I thought. Kind Regards Adam Toms

Hello all, I've browsed through the community regarding various on hold requires in Hornbill Service Manager but I couldn't see anything raised for this particular topic. So I'll apologies in advance if this has been mentioned before and I've missed it. Occasionally there is a requirement to extend the request ticket on hold time, to a ticket that is already on hold. The only way to extend this at the moment, is to take the ticket off of hold and to then place on hold with a longer date. Has anybody been able to find a way to do this? I've also found that you can click on the on-hold time stamp, but it doesn't do anything, it would be nice if it were possible to amend the timings through this function. I presume this is due to limitation we have in the buttons in the attached screenshot, as there isn't an icon we can enable at the top of the request in the on hold state. Thanks in advance. Adam

Thanks @Steve Giller This is much appreciated. Kind Regards Adam

Hi @ArmandoDM Thanks for your quick response. These PM tickets are being raised manually by users. This seems to occur on all Problems tickets raised, whether using the Raise New option to create a new Problem from the Request List, and when using the Linked Request option, if there is an existing IN or SR to link it to. This seems to occur regardless of user raising the ticket. I've attached another screenshot, showing a list of Open Problem tickets, the owners in this case would of been Users creating these tickets, and as you can see from the customer information field, it is blank. I hope this information helps. Many Thanks Adam

Hello all, I don't know if anyone has come across this before, and whether this by design or something that needs to be included/ missing from Problem Business process module? We have found that on our Problem tickets, whether they have been linked to an existing Incident or not, the customer information is not coming through. Please see attached screenshot. Many Thanks Adam Toms

I can confirm, that Hornbill Support have been able to emergency patch our environment, and the views are now back to normal. @Paul Alexander If you're still being impacted by this my advice would be to raise a support ticket with Hornbill, and they can then look into doing the same for your Hornbill instance. I hope this information helps. Many Thanks. Adam.

Good Morning, @DeenIs there any more news on this? I have checked this morning, and I can confirm we are still having the same issues as we were last week. Many Thanks.

As per Paul's comment we at Wessex Water are also experiencing this. We have confirmed that we are running Service Manager 1819. Thanks to Martyn for making myself and Paul aware.

I've been finding a similar issue Paul. But for us now We're unable to connect to the Hornbill service. So it might all be related.

Hello, We are actively using the Search functionality in the My Services Portal in Hornbill. The search functionality for catalogue/service items that we have created seems to work very well just using a single word when searching, however it doesn't seem to be quite as good at handling multiple words. Are there any plans to improve the search capability to include multiple word searching? Failing this if anyone is able to provide search suggestions which we could then put on the portal to improve the user experience when searching item with multiple words, that would be gratefully received. This is using the live.hornbill.com/my-services portal as opposed to the service.hornbill.com Many Thanks.

+1 for us please on this. Thanks for all your hard work on this so far.

Hi @Bob Dickinson Thanks very much for your response on this. Much appreciated. What we may do, as there will be no other tasks as far as Incident Management goes, is reduce the members currently assigned to the Incident Assignee role, to those members of Staff in the Service Desk and On Call. Many thanks again for your help with this. Kind Regards Adam

Good Morning, I'm after some guidance regarding the Incident Assignee role in Hornbill. We have a task called triage actions, which is to be completed by our Service Desk in hours, which worked fine. We then ran into a problem with our Out of Hours staff, as they weren't a member of the queue, they couldn't complete that activity. It was identified that by granting all support staff the Incident Assignee role, they would be able to complete any Incident tasks/activities assigned to that role regardless of which support queue they were a member of. We have now found by assigning 145 users to this role, that everyone who has this role gets notified of an activity to complete in their my activities pane in Hornbill Service Manager. As our Support Staff will only be interested in the ticket that they're looking at and working on to complete this task, is there anyway of removing this from the activity pane? Many Thanks

Hi All, We've spotted this too. We've found the work around to click on the dots view email, and then if you hit forward it contains the email chain, and then reply from there. I appreciate we might not want to include the email chain on all emails, but would it be possible to make this a bit neater in a future release? Many Thanks Adam Toms

Seems to be back up for us now, both portals.