billster
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Posts posted by billster
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I am importing about 4k incidents from SW to HB and it is emailing analyst that requests have been assigned. how do I turn it off ??
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never mind, I was able to achieve what I wanted by creating an inbound rule request with expression ... subject LIKE 'Automatic reply%' and had the match to move to mailbox deleted items folder.
I put this rule at the top of the list.
lol i keep forgetting things like this exist in HB.
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did not work as in just skipped past it. I have the get source's email information.
I tried to do with an abort control
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Is there a workflow control that will tell Service Manager not to log a request?
I have put a decision node in, and had the rule as "email subject contains X" and then it goes to an end process node. however, it still logged the request.
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Hi @Jim do you know if there is a column that records the total time a request has been opened?
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58 minutes ago, Jim said:
H_fixtime I believe there's another for seconds next to it can't think off the top of my head but it's fairly obviously named once you find fixtime
cheers mate !
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Hi, is there a column within the main request table (or other) which records the amount of seconds taken for an incident to be resolved.
I see there is one for response time though.
https://wiki.hornbill.com/index.php/Table_Info:_Main_Request_Table
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Hi,
Has any one come across this issue when importing SupportWorks requests to Hornbill?
2024/02/26 11:22:30 [DEBUG] Retrieving File [hehe.pdf] from: D:/Program Files (x86)/Hornbill/Supportworks Server/data/cfa_store/1024/f10247089.001 2024/02/26 11:22:30 [ERROR] File does not exist at location
If I browse to the location, I can see the file in question.
Thanks
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10 minutes ago, Jim said:
Hi,
We have a touchscreen desktop next to ICT which we direct users to log requests on rather than walking up to analysts, we have to manually log into it to allow user access. Is there anyway we can allow a catalog item to be public facing so we don't have to keep signing into it, Or does anyone know how to auto login using kiosk mode at all?
Hi Jim,
you could use Last Pass for auto login on the website. You could set the web browser's start up page to the catalog item link, like https://live.hornbill.com/instance/catalog/new-service-request/com.hornbill.servicemanager/15/59/ and when Last Pass signs in automatically, it will redirect you to the catalog item page.
I'm unsure if there is a way to have a public facing catalog item, but you could set up email messages to create automatic requests.
Thanks
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7 minutes ago, Jim said:
So they look correct which would point more towards an issue with the 'cached information', maybe run it, overwrite their respective custom values to the new information, and then the next one do the same so its sequential and print the custom fields after a new get req info node
yipeee..looks to be working now...i put it inside of parallel processing nodes.
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3 minutes ago, Steve Giller said:
Oh, right, I get you, so:
What does that mean?
Like, if I update the incident description, and put the call references from analystGet (Get User Details Automation node) it displays data from customerGet (Get User Details Automation Node).
so, if I paste this &[global["flowcoderefs"]["analystGet"]["name"]] into the description of the incident. It gives me the name from &[global["flowcoderefs"]["customerGet"]["name"]]
e.g. like &[global["flowcoderefs"]["customerGet"]["name"]] = Markus
And &[global["flowcoderefs"]["analystGet"]["name"]] = Billy
But when I paste &[global["flowcoderefs"]["analystGet"]["name"]] it shows as Markus
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1 minute ago, Jim said:
The application context is different in those 2 nodes btw, one is core and one is service manager, @Steve Giller that was my screenshot as an example of copying the out parameters not anything that is in use.
tbh I noticed that and changed it but it didnt make any difference.
When you are writing the values to the description, where you have shown them in the screenshot the one you have redacted what are the parameter references in there?
They are shown on the actual incident page
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Weirdly enough, if I delete updating the customer Hornbill Automation, then updating the owner automation works..
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2 minutes ago, Steve Giller said:
The variable displayed in your screenshot is from a node with e Result Reference of getRequestInformation, which is the default value for a Get Request Information -> Request Details node.
I don't know where it's getting the data from, but it's not coming from either of your Get User Details nodes.
hi Steve, I am using Get Request Information to load the data from the custom fields.
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2 minutes ago, Jim said:
hmm, Is everything before this correct? so custom C contains the correct information and Custom B? are we also getting request information after these values are set and not before?
I am guessing that these are being set by the import, when updating the description could you show the variables that are there? failing this I'm not too sure why its not working
Yes, everything is correct. these are mapped through the import config file.
if I return h_custom_c on its own, it returns the right thing. For some reason, just the Owner thing is not working.
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3 minutes ago, Jim said:
you may find it easier to copy the output parameter from the node itself rather than the pickers, for example copy these except for your function: What you have done is absolutely right as it differentiates the output parameter for the same function, However when using the variable picker you will see the 'display values' whereas the below you would see the specific nodes output field changes based on your 'resultReference'
Hiya Jim - yes tried this but still the same results...
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hmm just noticed something weird.....
I have two "get user" Hornbill Automations
Each with either own unique names.... analystGet and customerGet.
Analyst get is used to get the user information from H Custom C which is the Analyst's employee ID. And Customer get is used in the same way by H Custom B instead.
But... when I call results from the analystGet Hornbill Automation, it returns customerGet instead???
is this a bug? or can you only have one of these automations per flow???
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32 minutes ago, Jim said:
(select h_pk_updateid as test from h_itsm_requesthistupdates WHERE h_itsm_requests.h_pk_reference = h_itsm_requesthistupdates.h_fk_reference Order by h_pk_updateid desc Limit 1)
perfect, works a treat
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Hello,
I am running a report and I want to do a LIMIT BY 1 to get the latest record in the table as it is pulling through every record there is (per Request ID). I want to have only the record which is circled in blue.
here is how I am getting the report...
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44 minutes ago, Steve Giller said:
That would be "d/m/Y" I believe.
hi Steve, yes, tried this but in HB just returned blank, even if used h_custom_t for TEXT value... its ok as I am using the below now.
48 minutes ago, billster said:F j, Y, g:i a // March 10, 2001, 5:16 pm
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1 hour ago, Jim said:
Ahhh formatting issue! although at first glance it seems right, it is not you need the following
you can use this for formatting patterns, PHP: date - Manual
Yesss, I was reading the PHP manual last night before I signed out. shame there is no dd/mm/yyyy format, but I've gone with this instead which is easy to read.
F j, Y, g:i a // March 10, 2001, 5:16 pm
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12 minutes ago, Jim said:
ORRRR now this is funny, do this actually as this defo works
Yess!! this changes it from timestamp to sql date time
you are a genius... tbh I was halfway there, I put the unix timestamp in starting timestamp!!
Grrr but for some reason I cannot format the date.....
I want to change this --- 2024-02-01 10:04:31 which is set up like yyyy-MM-dd HH:mm:ss
but if I try this format dd/MM/yyyy hh:mm it doesn't do anything LOL
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On 06/02/2024 at 15:44, Jim said:
I think date closed is a system set field, for the sake of historic data you could use custom fields though, I'm surprised at importing closed requests at all in all honesty. But you will have to bend the system a little to achieve what you need, I'm not too sure if Hornbill offer an option in the import that accommodates this scenario
Hi Jim,
yes-no way to change the date closed after the fact. however, in the reporting, I have unselected DATE CLOSED in favour of the custom mapped field imported from Support Works
only thing I need to figure out is if I can use the Hornbill Utilities Cloud Automation to convert the date from EPOH/Unix but looks like it only converts already formatted dates like y-M-d h:i:s to d/m/y h:is
Thanks
I tried to do with an abort control
setting to turn off 'request has been assigned to you'
in Service Manager
Posted
thanks Keith!!!!!