Lee Jones

Hi I'm completely new to Power BI but I want to bring in some Hornbill data and combine this with our service desk telephony data and other sources, to produce some reporting in one place. I've followed the instructions outlined in the Wiki article below, however I am having difficulty establishing a connection. https://wiki.hornbill.com/index.php/PowerBI_Reporting The error I get is as follows; Details: "ADO.NET: R script error. Error: package or namespace load failed for 'httr' in loadNamespace(j <- i[[1L]], c(lib.loc, .libPaths()), versionCheck = vI[[j]]): there is no package called 'R6' In addition: Warning message: package 'httr' was built under R version 4.0.2 Execution halted " Can anyone point me in the right direction so I can establish a Hornbill connection to Power BI? Many thanks Lee

Hi James Thanks for the info. The FAQ visibility was set to SERVICE DESK - I've just changed it to BOTH and the FAQ now appears. This seems strange as I would have thought it would show in both. At least we now have it working, thanks for your advice. Lee

I've recently enabled Knowledge Centre in Service Manager. I appreciate the service is still in beta but I cannot seem to get FAQ's to display (requests show fine). I was wondering if anyone else was having the same issue. Unfortunately, as it's in beta, Hornbill won't support it. When raising a new request, I type a keyword, e.g. "mimecast" into the summary field, at the top of the screen, I see that 99+ requests match that search, but I do not see any FAQ's referenced, even though there is an FAQ within that service with "mimecast" in the subject and body, and the FAQ is published to the Service Desk. Can anyone assist on this? I think this will be a great feature, once I can get it working correctly.

Hi @David Hall This is exactly what I was looking for. It doesn't seem to work with documents in Hornbill Documents, but it will be useful regardless. I have done some testing today and while I can get it working, it doesn't seem to suggest FAQs. As an example, I start raising a ticket with the keyword "Mimecast" in the subject and it suggests 99+ ticket records, but despite having an FAQ with the "Mimecast", it doesn't display. Is there something I'm missing? Many thanks Lee

Some ITSM tools I have used in the past have the ability to suggest FAQ or knowledgebase articles in real time as an analyst raises a new incident or service request. An example is when you type a keyword into the subject line of a ticket, e.g. "printer". Any articles containing this keyword, or those tagged with this keyword, are presented to the analyst as suggestions. I've found this feature extremely useful in aiding the Service Desk to proactively use related articles, rather than spending time searching for any relevant article in what is effectively a separate module. Any advice on whether this is possible in Hornbill would be appreciated, or indeed, if it's something which is on the product roadmap. Many thanks

Hi Victor, thanks for this. It's extremely useful. I've used your information to create what we need however I can't seem to get it fully working yet, and I think it may be in relation to the HH:MM:SS conversion to seconds. I see your example above indicates that you open at 09:00 but your expression is Time Logged < 28800. By my calculations, 09:00 converts to 32400. In my example, we open at 08:30, therefore I've converted this to 30600 and when I log a ticket just after 08:30, I still get the OOH message. Is there something about the time conversion, or a daylight-saving type issue I'm not factoring in here?

I'd like to add some time-based decisions to our incident response flow. Our Service Desk is open from 08:30 - 18:30 on weekdays, and I would like a different email notification sent to the customer depending on whether they raise a ticket via email 'in-hours' our 'out-of-hours'. Is there an option to do this? It's achievable? Many thanks in advance.

I've successfully set up Email Routing rules and a Business process which takes incoming emails, creates a ticket, emails the customer and routes via auto-assignment to a member of the Service Desk team. I would like to introduce an exception to bypass this rule before/after certain times of the day, and at weekends. If an email comes in before 08:30 or after 18:30, or on Sat/Sun, I would like the rule to be bypassed. Is this possible, and would it be managed in Email Routing Rules or the Business Process? Many thanks in advance.

@Jeremy, thanks for the response. I tried that previously with no success. I have switched it back as per your instruction, but still no owner is being assigned. Any other ideas? I'm fairly certain it's something simple I'm overlooking.

First post, and very new to Hornbill. I've been able to use email Routing Rules to have Hornbill create a ticket when an email hits our central IT mailbox, however on creation, the ticket is not assigned to anyone. The behaviour I'd like to achieve is for that ticket to be created, and then assigned (via Round Robin) to the next Service Desk analyst automatically. My understanding is I need to create a Service Manager Business Process to achieve this. I've watched the YouTube webinar on Business Process creation and had a stab, but the process I've created doesn't have any effect. I don't understand whether I'm close and just missing out on an important step, or if I'm way off the mark and my approach is fundamentally wrong. I find the lack of a full administration guide for Hornbill a little frustrating, as all other ITSM platforms I've used previously have these and they've helped a lot. Any advice would be welcome.