AlexOnTheHill

I have checked and confirmed this problem currently affects at least 9 calls which should have come off hold between 7:58am and 3pm today

Hello, I've been working on developing a BP which currently places a change request on hold until its scheduled completion date. That works perfectly well but I'd prefer it place the request on hold until the completion date OR when the associated activity is completed, whichever is sooner. I wouldn't want a change request to be held indefinitely if the change activity assignee fails to complete the task. What would be the best way to achieve that? I've tried to look for 'hold until activity completion' or 'hold until activity completion date' but I'm pretty sure I'm going about it the wrong way. Your recommendations would be appreciated.

I raised this issue with customer success at about 11am. I have seen the other issue with the change calendar but this issue has persisted since the fix. I checked running in incognito mode but I am still unable to schedule a change that expects to be done within a day.

Thank you Steve, I already understand and agree with what you have said, I already make use of the configurations you describe. What I am outlining is a request such that if I have a single button, it can then provide the tasks configured as above. This would allow you to have buttons that could be something like: 'MI' 'Notification' 'Flag' for example then when clicking on 'Flag' you could have: 'Flag user missing department', 'Flag missing sync' 'Flag test request'. Does this make sense? I'm sorry if I've not explained it well. This has stemmed from a request to have a 'one button to rule them all' request and giving a button multiple action options would achieve that.

Hello, Is it possible to enhance the functionality of custom buttons to allow the user to pick between multiple actions? I was thinking something along the lines of an Major Incident (MI) button which gives the options of: Escalate to MI (adds managers as connections, notifies them an incident is an MI and adds a custom value) Cancel MI (emails connections to advise the MI was raised in error, removes the custom value) De-escalate MI (emails connections to advise the incident is no longer considered to be an MI, does not remove the custom value) Each could link to their own auto-task and retain their own conditions. For example, I set a custom value with the escalation so I can report on MIs and so the de-escalation is only visible to an escalated incident. I guess this is the equivalent of creating a folder of actions within a button. The benefit of this would be to reduce the amount of space taken by buttons, the available space can get crowded quickly. I hope this makes sense.

I've submitted one now:

Hello, We have been discussing the management of Major Incidents and part of that focussed on the communications we send to affected users. It would be useful if the email function within a request in Hornbill would be able to email the customer of the main request and the linked requests in one action. I have confirmed that this functionality is not presently available within Hornbill and I believe it would be very useful. I envisage either a new action button with email+ and make that available only to requests with linked requests or a button within the to/cc/bcc field for +linked This would be a direct way for us to notify users affected by a major incident that we wish them to test and confirm stable service. I hope this is sufficient information, if you have any questions please feel free to ask.

I was more specifically looking at using the email action when viewing a request with linked requests. Ideally, I would like to send a status update communication to the customer of each linked request,

Hello, I suspect this has probably been raised as a suggestion in the past but as I am asked about this fairly often I thought I'd raise this as a new enhancement request. I did a search and could see people asking if this feature existed or if there were another way to achieve the same thing but not a specific enhancement request. Our service desk frequently need to update the status of multiple requests at the same time and while we can update, assign, prioritise, resolve and cancel as a multiple operation we cannot set the status/sub-status. For example, we have a large number of access requests which may be: pending authorisation, pending licence purchase or pending form completion. I'm sure there is a good reason why this is not already available. Would anyone else find this useful?

I've had a go at modifying this one but wasn't successful. I don't think I'd have any difficulty reporting on users without any roles as roles are a field I can point to directly. The problem I have is that I want to say "show me the users who don't have an organisation type 4" Perhaps this is better submitted as a database direct query?

+1 Love the idea of this, also with the ability to filter by Domain (we operate on a shared instance)

I am looking into a problem where our user sync has been unable to map users organisation details fully. I can see the reason is because a number of new divisions have been created internally which do not yet exist within Hornbill. In order to identify each of these missing divisions it would be really useful if I could run a report that shows each user who is missing theirs. Our structure is Company - Department - Division Affected users are just showing Company - Department I've been trying a few things but not having much success. Any help is appreciated.

Hello, I was looking to set the visibility of a service by the manager that users report to. I can see that if I set a team as a subscriber I have an option to enable and disable subgroups access. Ideally, I would like to be able to do something similar for a manager. We could create an organisation and add the reportees to it however that would need continual management as people's positions change. I appreciate that if that manager leaves then the visibility would be affected for anyone who reported to them. What would be your recommendation here? Many thanks Alex

I can confirm with the new release (Core UI 1844) and the patch that was applied to our instance on Friday we are no longer experiencing this issue

We are trying to test this today but we are unable to make any changes to any reports. If I make a change the save icon is greyed out, not just for myself but for colleagues also.

Hello, I have a report which returns results over the last 220 days using this variable: DATE_SUB(CURDATE(), INTERVAL 220 DAY) This works well but I would like to run the same report for the 220 days prior to that. I thought I could use: DATE_SUB(CURDATE() - 220, INTERVAL 220 DAY) but it doesn't seem to work. Is that the right way to do this or is it not achievable? Many thanks

I thought that was for all catalogue items in that service with the same request type, rather than something specific to the business process. Would this not mean any request I put on hold would change to this sub-status when the hold expires??

Hello I have a business process that creates a task and gives it a due date, the request is then put on hold until that date. Is there a way to change the sub-status when that date arrives? I have added a node to change the sub-status when the task is completed but I'd like a simple way using the sub-status to flag overdue tasks. I thought I might see something in the on hold node to define the off hold sub-status but I can't. Am I missing something here?

Thank you @Steve Giller I will give that a go, it may not be quite as easy as different services use different levels of the resolution profile hierarchy, I can transpose the ID but there's nearly 500 of them so it will take a while. I'd say that it would be beneficial for Hornbill customers to review their resolution categories so they can get a better idea of what kind of work is being undertaken and build that into trend analysis. If a resolution category goes unused it could be an education piece or it could be that this type of action is no longer being taken. It could be that resolution categories are too vague to get a good understanding of what is being done: eg "advice given" or maybe they have assets as resolutions like "Microsoft Word". I think a good way to see whether codes are working well is to see which codes are used most (which is easy to report on) and which ones are not used at all. If there could be some conversation with developers to find a way to report on unused (as opposed to least used) categories as an enhancement that would be most appreciated.

@James Ainsworth I have been looking at trying to achieve this via database direct but am struggling to locate a table that all the resolution categories are held against. How have other users been able to achieve this?

@James Ainsworth This is splendid, thank you. I have added a filter from the services table so I can see which resolution categories from our domain are used least. Its a shame that it can't all be done on one report, what filters would show me unused resolution categories? It could be that the unused ones far outnumber the rarely used ones so it would be good to get a measure of them.

Hi I have been working on optimising our closure categories and while it is easy to see which categories are used most via reporting, what would be the best way to report on closure categories which are not used, or used least? I thought I could exclude the most frequently used categories but we have a large number and can see the exclude list could run into the hundreds. Does anyone have a recommendation on how unused categories could be reported on? Many thanks

Thank you! I had scoured through the definition values and not seen the email or user ID and searched through the text in that field for that information and found no results. I had looked at it on database direct and again found no results but this has worked. What a relief!

I was wondering if it is possible to report on existing reports which have a recipient. I am looking for reports scheduled for a specific recipient who has left so that I can check whether those reports are still needed and transition them to a new recipient if they are. I can see easily enough how to filter by the person who created and modified a report but not the recipients. I had a run through database direct but didn't see a table that listed recipients. Do I need to go and check the our 436 reports manually? I hope not Any suggestions would be gratefully received.

Hello, If a user reports an incident and other incidents are then linked to it, is there a way to notify/email all linked requests when sending an update? I have taken a look at the wiki but cannot see anything specifically about linked requests and notifications/updates. Is there a way to do this or would it be an idea for an enhancement? Apologies if I have missed something Many thanks