[Progressive Capture Answers]

Hi,

If progressive capture inputs have not been mapped to a custom field on a request, what table are these stored in to report on?

I can't seem to find where they are.

[Resolution text in a resolved request in the Support Hub]

+1

[Ability to open Resolved request and not Closed]

Hi,

Is there a way to be able to limit service desk users reopening requests so that they can only reopen resolved requests and not closed requests?

Ideally, we want our service desk team to only be able to reopen requests when resolved, same as the customer can in the employee portal.

Maybe an application right that allows Reopening Resolved Requests and Reopening Closed Requests (in our case reserved for admin users) could achieve this?

[Request for additional fields for Services]

+1

[Lock Assessment Option Missing from Lock Actions Node]

7 minutes ago, James Ainsworth said:

Odd.   It seems to have worked for me.

What type of request is it? Incident, Service Request, or other? Is the request currently suspended with a Wait for Assessment BPM node for an Impact assessment?  I'd be interested to see what the Assessment tab looks like.  I'm just trying to think of other things that I can test to try to replicate.

Hi @James Ainsworth

It is a Service Request, we don't use Wait for Assessment nodes in any of our BPs. I have been testing this just through an autotask (attached) and not through the actual BPM (don't think that would make a difference though?)

Also attached the BPM if that helps

 

testing.draft.bpm.txt generic-process---low-priority.version-112.bpm.txt

[Wait for Request Connection]

Hi,

Could we add an option to the suspend node to wait for a connection to be added?

We have a need to do this as the connection will need to be emailed later on in the process, there is currently no way to check that the connection has been added before moving on in the process.

[Lock Assessment Option Missing from Lock Actions Node]

Hi @James Ainsworth

Using the Lock Escalate doesn't appear to work for us - even setting all the options on the node as yes, still leave the assessment action unlocked 

[Lock Assessment Option Missing from Lock Actions Node]

Hi,

The ability to lock the assessment action is missing from the Lock/Unlock Actions node - please can this be added 

[Basic User Account Issues]

We are seeing the same issues across our organisation.

Our issue appears to be with using outdated browsers... our users are using Microsoft Edge build 92.0.902.73. However, getting them to update, is not as easy, as Global IT have to manually deploy updates across our estate which have to go through an approval process (which is notoriously slow unfortunately)

 

[Delete Contacts]

Seems strange we are unable to delete contacts when we can delete basic/full users...can someone tag this as an enhancement to be able to do this?

 

Using the Clean Utility admittedly scares me a little 

[Delete Contacts]

Hi,

How can we delete a contact?

I have the Contacts Admin role which has a delete contact right, but I cannot find a way to actually delete a contact from their profile page?

[Exact Match in Customer Search]

Hi,

Is it possible to specify an exact match when searching for a user id in the customer search form on ICs?

An example of how this could be achieved is by enclosing the search term in ""

Earlier today I had to log a ticket just with someone's ID number and searching for their ID number of 310 brought up a lot of results, which meant I couldn't scroll down to select their user account.

[Allow icon selection in Customer Section]

+1 we would really like this 

[First Time Fix Measure Discrepency]

Hi,

I created a database direct query to count the number of first time fix rates (just as I wanted this with columns as source type, which I can't do in SM Reporting).

I'm a little confused as to why I am getting different numbers from this query compared to an existing report in SM.

I've uploaded the report definition file and included the query below... anyone have any ideas on what I'm missing and why they are different?

E.g. if I run it for March, I get the below:

From Database Direct 'Analyst':

Yes: 1997

No: 409

From Service Manager Reporting:

Yes: 1584

No: 999

SELECT 
  Replace(
    replace(h_firsttimefix, '1', 'Yes'), 
    '0', 
    'No'
  ) as "First Time Fix", 
  SUM(
    case when h_source_type = "Analyst" THEN 1 END
  ) AS "Analyst", 
  SUM(
    case when h_source_type = "Email" THEN 1 END
  ) AS "Email", 
  SUM(
    case when h_source_type = "Chat" THEN 1 END
  ) AS "Chat", 
  SUM(
    case when h_source_type = "Self Service" THEN 1 END
  ) AS "Self Service", 
  SUM(
    case when h_source_type = "Autoresponder" THEN 1 END
  ) AS "Autoresponder", 
  SUM(
    case when h_source_type = "Request" THEN 1 END
  ) AS "Request", 
  COUNT(h_source_type) AS "Total" 
FROM 
  h_itsm_requests 
where 
  h_firsttimefix is not null 
  and (
    h_datelogged >= '2023-03-01' 
    and h_datelogged <= '2023-03-31 23:59:59'
  ) 
group by 
  h_firsttimefix

 

first-time-fix.report.txt

[Emailing Customer and Connections]

Hi,

We need a way to be able to email a customer and cc a connection (sometimes multiple types of connections) using a BPM node.

I cannot work out a way to do this currently.

Using the Email Notification node would work for us, if there was a way to get connections information and insert the email address of each connection in to the CC field.

Am I missing something obvious / looking in the wrong place?

 

Tagged as enhancement if not possible currently

[Enhancement: Name for Database Direct Exports]

Hi,

(hopefully) minor enhancement request.

Could we potentially have a pop-up text box when exporting a database direct query, to enable us to name the exported file?

I.e. when you click export, a pop up box appears "Please provide a name for the file", then the downloaded file would then take this name.

This is an example of the pop up box currently used by our HR System's SQL export

[h_itsm_requests_attachments Table]

@Keith Stevenson

I am trying to join h_itsm_requests_attachments with h_itsm_requests to get the request status, but i get an error when trying to run this in database direct, works fine without adding the status column and joining the table...any idea where I am going wrong with the join?

SELECT
h_request_id as "Request ID",
h_pk_id as "ID",
h_filename as "Filename",
h_description as "Description",
h_size as "Size",
concat(substring(h_timestamp,9,2),"/",substring(h_timestamp,6,2),"/",substring(h_timestamp,1,4)) as "Date Added",
substring(h_timestamp,12,8) as "Time Added",
h_visibility as "Visibility",
h_status as "Status"
FROM h_itsm_requests_attachments
JOIN h_itsm_requests on h_request_id = h_pk_reference
Where h_size is not null
order by h_size DESC

[h_itsm_requests_attachments Table]

Hi,

What unit is the h_size column in the above table?

e.g. one entry in the table is for a pdf, on the request it shows the size as (733.4 kB), but in the h_size column it shows as 751020

[Change Scheduled Between Text]

10 hours ago, James Ainsworth said:

Hi @will.good

Thanks for your post

Try searching on just the text scheduled between.  

You will see that some of these start with a %1 or %3.  This is because other request types can also be scheduled, so a variable is used to populate the request type.  Also important to note that this won't change existing entries in the timeline, only the new ones that get added from that point forward.  Let us know if this helps.

 

Hi James,

Thanks - the exact key that did it was user.view.request.details.schedule.success

[Important: Hide Connections Tab from Self Service]

11 minutes ago, James Ainsworth said:

Just to confirm, you are looking to have some controls of this section on a request so that the original customer who raised the request can't see selected users within this list?  Or are you wanting to hide the entire section?

 

 

Thanks for getting back to me, James.

Either would be a good solution, however I think being able to mark the visibility of each connection would make the most sense for us - similar to the settings available for attachments currently. Being able to mark attachments as customer or team visibility when adding them / later on from the attachments pane is extremely useful, so something similar to this is our desired way forward.

[Change Scheduled Between Text]

Hi,

Is the timeline entry for changes translatable? I can't seem to see this anywhere in translations or in Service Manager config. The only setting I could find is ui.app.com.hornbill.servicemanager.schedule.scheduledBetween which has not changed the timeline entry text.

[Important: Hide Connections Tab from Self Service]

Hi,

We need a way to be able to hide the connections drop down list from the self service view of a ticket.

When we have sensitive cases, we will add a number of people from across the business as connections. Some of these people we have added, we would not want the customer to see as a connection.

Can we add a visibility option to the connections tab, similar how there is one for all timeline updates, and attachments to be able to show / hide this based on visibility

 

 

[Count of requests by date]

I *think* I have been able to create a sql that does this... would appreciate if someone could confirm (SQL is not my most confident of areas)

select left(h_datelogged,10) as "Date Logged",
SUM(case
when h_source_type = "Analyst" THEN 1
END) AS "Analyst", 
SUM(case
when h_source_type = "Email" THEN 1
END) AS "Email", 
SUM(case
when h_source_type = "Chat" THEN 1
END) AS "Chat", 
SUM(case
when h_source_type = "Self Service" THEN 1
END) AS "Self Service", 
SUM(case
when h_source_type = "Autoresponder" THEN 1
END) AS "Autoresponder"
FROM h_itsm_requests
WHERE (h_datelogged >= '2023-04-03 00:00:00' and
h_datelogged <= '2023-04-09 23:59:59')
group by left(h_datelogged,10)

 

[Count of requests by date]

Hi,

I am looking to create a report that would show a count of requests by source by date between a filter date range.

e.g. if the date range was 01/03/2023 - 31/03/2023 it would provide a count of each source type for 01/03, 02/03 and so on

I would be able to do this fairly easily if the date logged didn't include the time (as i could just group by date logged)

Any suggestions on the easiest way to do this?

[Could there be Bulletin Status 'Expired' ?]

+1