TomC

Hello, Is there a way for Hornbill to present data in other formats or an expression that can be used to change the data output format? For example, Resolve time currently comes out in seconds, whereas it would be more effective for my reports to be presented in Minutes or Hours, especially as I am trying to automate reports so I want to avoid having to manually manipulate the data from seconds into hours. I am currently using the reporting feature within Service Manager to produce my reports. Any advice would be helpful, thanks.

+ Analyst are reporting slowness when opening tickets

Hi James, Yes that correct, im trying to report on overall ticket data, so requests & incidents. I am using the reporting tool you have above. We have the department field populated for each of our users so i would like the report to show the department listed against each user so i can do some analysis on our heavy use departments and their commonly raised tickets. When i use the table as exampled above, i am not able to find the filter for Department, there is Organisation but we don't have this field populated. Thanks,

Hi all, Fairly new to SQL reporting but I have managed to get 99% of the data i require but i am struggling to find the Department option within the reporting filters. Could anyone share on how I can obtain this field please? Many thanks, Tom

Yes that's correct, thanks Steve. Appreciate the reply, ill look to create a report instead

Hello, Is there a way to add additional columns in the available export list? specially the job title field. I regularly export our lists of open tickets from a number of views that I have set up but am not able to select job title as its not an option in the columns. Would be very useful for some reporting and function that I require. Any help would be appreciated. Many thanks, Tom C

Thanks for the guidance Ehsan, ill take a look and see if that works for us. many thanks

Hi everyone, I am reaching out to see if there is a way to link a document to a certain Service or catalogue item which can be access within the analyst view of the ticket? I can there is the option for documents within the service portfolio, just not sure how to add or link them to documents that have been uploaded in the Document manager. For example, I have written and uploaded a process doc for a particular software installation and licencing, I would like to be able to link that within the catalogue item for said software, so every time a ticket is raised for this service, the analyst is able to refer to the process document if they need to within the ticket so its easy and quick access. Another example, we have a service dedicated to VPN issues so i would like to link a troubleshooting guide for all VPN issues so every new ticket has this doc linked for the analysts to refer to. This is not customer facing for my examples, analyst only. Is this possible? Thanks for any advice in advance.