Good afternoon Hornbill Community,
We have had a customer ask to pull out some specific information from Hornbill, which would appear it is not possible from the Reporting options and we have been advised by @Andre de Waal to raise here.
Ideally the customer would like to be able to run the Reports themselves, but if this something we can setup and run that probably is suffice.
If anyone can help, it would be a thoroughly appreciated.
1. Aged calls since last update:
Fields - Hornbill Ref, Summary, Category, Type (Incidents/Service Request), Date of Last Update, Number of Days since last update (to today's date), Status - with Sub-Status.
Not to include non-comment updates, e.g. Sub-Status has been set to 'In Progress'.
2. Number of calls in one of the Sub-Statuses, e.g. 'Awaiting 3rd Party Support', 'Awaiting Customer Response', Awaiting Release', 'In Progress', 'With Development'.
What do the above Statuses mean. Please note: this one may be for us to find a suitable place to provide the explanation. But could this be done here - see below image? If so, how and where would this be surfaced to the customer in Customer Portal and Reporting?
Then broken down by Category, e.g. 'Incident', 'General Question, 'Technical Request', 'Service Request'.
We understand this may be a custom piece of work but have been advised to try this route first.
Thank you in anticipation of your help. Have a great day!
Hiten