billster

perfect, I mapped the status as 1 and that's done it and now also allow BPM to run for the tickets. Hmm.. I will have to have a play around with it and get it to put the correct customer and analyst information in. I mapped the closed date to h_custom_d and got the epoh/unix time stamp. I have not yet tried or seen, but can you use the BPM to close an incident with a date in the past?

When I try to import a closed job as open it errors when I open the job in HB. Failed to uppercase to lowercase conversion? in the config, I set the status as "status.open" and made the date closed option as null. There could be something I am missing to do, but cannot find it out.

Seems because the tickets are closed then it won't allow it to run a bpm..... however, I need to add the customer names and analyst names on these closed tickets for ITSM reporting. is there a way to allow running a bpm on a resolved/closed request?

Thanks Jim. I tried to use this and alter for IDs/etc.......but still does nothing for the workflows

I know right I set the owner and customer IDs as the built in admin account but, the workflow still doesn't run. All the workflow is doing is sending a "direct message send" mail, going into the direct outbound page, it doesn't show it tried to send anything neither does it show on just the normal sent items mailbox folder. yes, the catalog item is published and I can create a request manually in there and it is all ok. TBH I've no idea how to go through these log files on Hornbill, although the log file from the job importer has no errors.

Like, if I copy a request from an imported one then the workflow activates. just not when I import a job

Hi Jim - this is what I'm exactly trying to achieve. I have mapped h_custom_a as the email address from SW in the config file. All good. however, now, the BPM does not work when importing the jobs LOL!

Thanks guys, I have it only importing a test ticket now. yes, correct, however, the only field with UPN name is h_employee_id the user IDs in our Hornbill instance use SID format. TBH I was hoping it would have been possible to link using email but I doubt it..

Thanks Jim. I added this with my catalog ID, and in Hornbill it sees it is set, however, the workflow when the job is imported never runs. And still cannot search in executed workflows.

I've also got this in the config... "h_fk_serviceid": "27", "DefaultService": "Historical Support Works Requests",

Hi Jim, yes it does and if I go into the service manually I can create a job.

Hello, I want to create a workflow on imported jobs from SupportWorks. I have set the correct service inside of the config and enabled incidents in the service with a workflow set. But...imported jobs aren't running against the workflow and I cannot see them within running/failed or cancelled/completed in bpm tracking.

Hi Steve, I have tried this, the @blah.com is on the "h_employee_id" column in HB and when I try to add this to the import utility, it gives an error. 2024/02/05 10:37:59 [ERROR] Log Request Failed [Column 'h_employee_id' is not valid] after [cust_id] I have added @blah.com so like....... "h_employee_id":"[cust_id]@blah.com",

Hi Steve, that would work for getting customer names into imported tickets. However, within "opencall" table in SWDATA where the sql query gets all the data, there is no analyst email column, only for "owner id" so I would still need to do what I need in my original post to get it working. Hi Jim, I tried to use an IN() operator, but, the import tool failed. I tried this... does it look right to you? I also tried AND opencall.callref = "F10245915" "SQLStatement": "SELECT opencall.callref, logdatex, closedatex,email, cust_id, cust_name, subject, owner, suppgroup, status, updatedb.updatetxt, priority, itsm_impact_level, itsm_urgency_level, withinfix, withinresp, probcode, fixcode, site FROM opencall, updatedb WHERE updatedb.callref = opencall.callref AND updatedb.udindex = 0 AND callclass = 'Incident' AND status in (6,16,18) AND opencall.callref IN('F10245915') ", I'll let you know for sure!

Hi Jim, exactly right, no matching data to tie them together! I will have a look at this PS stuff on Monday... In the meantime, on the SupportWorks import utility config, do you know where I can edit the SQL statement to just import a specific job?

hi Jim-yes it is for requests. yes, I realise this, however, none of the records in Hornbill are not UPN so I need to do this query to whack the non UPN id into h_attrib1 so we don't have to reinput all users or modify manually.

Hello- I want to use SQL to update all user records with a specific query. SELECT h_user_id, h_employee_id, SUBSTRING_INDEX(`h_employee_id`, "@" , 1) AS stripped FROM h_sys_accounts WHERE `h_employee_id` = "billy@blah.net" basically this would return h_employee_id as just 'billy'. UPDATE h_sys_accounts SET h_attrib1 = SUBSTRING_INDEX(`h_employee_id`, "@" , 1) WHERE h_employee_id = "billy@blah.net" however, the database direct is only for SELECT statements.... Is there someone at Hornbill HQ who can do this for me? There are about 1000 users so doing it manually or reimporting all users is not something i can do. Basically what this is for is our SupportWorks import to Hornbill tool. so.... on the WIKI page, it says that the employee ids on both Hornbill and SupportWorks must match for them to map. However, on Hornbill it uses UPN user names and not on SupportWorks. so on Hornbill our IDs would be like billy@blah.net whereas on SupportWorks they would be just like 'billy'. Then, what I want to do is map the h_attrib1 from Hornbill to the cust_id on the config for import tool. CoreFieldMapping": { "h_attrib1":[cust_id] }

cheers mate!

Hello - whenever I run a big report it is limited to 10k returned results. However, I have been made aware that the maximum can be made to 25k... how do I go about doing this? I don't see anything in the advanced settings page or anything....

you cannot change it

hi James, yes, that's done it mate. ta

If I change a company customisation and add myself as a member of that company, it still shows the Primary Company home page design.

never mind just seen this

hi is it possible to create a different home view depending on what company is set in the user's details? thanks