billster
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Posts posted by billster
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20 hours ago, Jim said:
Create a new workforce for closed requests, import as open and close them as part of the process automatically
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.
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1 hour ago, Jim said:
hmm, hard to say unless there's anything missing ref the defaults, here's how our incidents looked for our side, obviously your ID's, service and statement are going to differ
{ "Description":"This object configures the importing of Incidents", "Import":true, "CallClass": "Incident", "SupportworksCallClass":"Incident", "DefaultTeam":"Service Desk", "DefaultPriority":"P4", "DefaultService":"IT Support", "SQLStatement":"SELECT opencall.callref, logdatex, closedatex, cust_id, cust_name, itsm_title, owner, suppgroup, status, updatedb.updatetxt, priority, itsm_impact_level, itsm_urgency_level, withinfix, withinresp, bpm_workflow_id, probcode, fixcode, site FROM opencall, updatedb WHERE updatedb.callref = opencall.callref AND updatedb.udindex = 0 AND callclass = 'Incident' AND status < 15 AND status != 6 AND opencall.callref IN (0789852,0779402,0788229,0793492)", "CoreFieldMapping": {"h_catalog_id" = "111", "h_datelogged":"[logdatex]", "h_dateclosed":"[closedatex]", "h_summary":"[oldCallRef] - [itsm_title]", "h_description":"[updatetxt]", "h_external_ref_number":"[oldCallRef]", "h_fk_user_id":"[cust_id]", "h_status":"[status]", "h_request_language":"en-GB", "h_impact":"[itsm_impact_level]", "h_urgency":"[itsm_urgency_level]", "h_customer_type":"0", "h_container_id":"", "h_fk_serviceid":"", "h_resolution":"", "h_category_id":"[probcode]", "h_closure_category_id":"[fixcode]", "h_ownerid":"[owner]", "h_fk_team_id":"[suppgroup]", "h_fk_priorityid":"", "h_site":"[site]", "h_company_id":"", "h_company_name":"", "h_withinfix":"[withinfix]", "h_withinresponse":"[withinresp]", "h_custom_a":"", "h_custom_b":"", "h_custom_c":"", "h_custom_d":"", "h_custom_e":"", "h_custom_f":"", "h_custom_g":"", "h_custom_h":"", "h_custom_i":"", "h_custom_j":"", "h_custom_k":"", "h_custom_l":"", "h_custom_m":"", "h_custom_n":"", "h_custom_o":"", "h_custom_p":"", "h_custom_q":"" }, "AdditionalFieldMapping":{ "h_firsttimefix":"", "h_custom_a":"Custom Data", "h_custom_b":"[itsm_title]", "h_custom_c":"[updatetxt]", "h_custom_d":"", "h_custom_e":"", "h_custom_f":"", "h_custom_g":"", "h_custom_h":"", "h_custom_i":"", "h_custom_j":"", "h_custom_k":"", "h_custom_l":"", "h_custom_m":"", "h_custom_n":"", "h_custom_o":"", "h_custom_p":"", "h_custom_q":"", "h_flgproblemfix":"", "h_fk_problemfixid":"", "h_flgfixisworkaround":"", "h_flg_fixisresolution":"" } },
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?
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1 hour ago, Jim said:
hmm, hard to say unless there's anything missing ref the defaults, here's how our incidents looked for our side, obviously your ID's, service and statement are going to differ
{ "Description":"This object configures the importing of Incidents", "Import":true, "CallClass": "Incident", "SupportworksCallClass":"Incident", "DefaultTeam":"Service Desk", "DefaultPriority":"P4", "DefaultService":"IT Support", "SQLStatement":"SELECT opencall.callref, logdatex, closedatex, cust_id, cust_name, itsm_title, owner, suppgroup, status, updatedb.updatetxt, priority, itsm_impact_level, itsm_urgency_level, withinfix, withinresp, bpm_workflow_id, probcode, fixcode, site FROM opencall, updatedb WHERE updatedb.callref = opencall.callref AND updatedb.udindex = 0 AND callclass = 'Incident' AND status < 15 AND status != 6 AND opencall.callref IN (0789852,0779402,0788229,0793492)", "CoreFieldMapping": {"h_catalog_id" = "111", "h_datelogged":"[logdatex]", "h_dateclosed":"[closedatex]", "h_summary":"[oldCallRef] - [itsm_title]", "h_description":"[updatetxt]", "h_external_ref_number":"[oldCallRef]", "h_fk_user_id":"[cust_id]", "h_status":"[status]", "h_request_language":"en-GB", "h_impact":"[itsm_impact_level]", "h_urgency":"[itsm_urgency_level]", "h_customer_type":"0", "h_container_id":"", "h_fk_serviceid":"", "h_resolution":"", "h_category_id":"[probcode]", "h_closure_category_id":"[fixcode]", "h_ownerid":"[owner]", "h_fk_team_id":"[suppgroup]", "h_fk_priorityid":"", "h_site":"[site]", "h_company_id":"", "h_company_name":"", "h_withinfix":"[withinfix]", "h_withinresponse":"[withinresp]", "h_custom_a":"", "h_custom_b":"", "h_custom_c":"", "h_custom_d":"", "h_custom_e":"", "h_custom_f":"", "h_custom_g":"", "h_custom_h":"", "h_custom_i":"", "h_custom_j":"", "h_custom_k":"", "h_custom_l":"", "h_custom_m":"", "h_custom_n":"", "h_custom_o":"", "h_custom_p":"", "h_custom_q":"" }, "AdditionalFieldMapping":{ "h_firsttimefix":"", "h_custom_a":"Custom Data", "h_custom_b":"[itsm_title]", "h_custom_c":"[updatetxt]", "h_custom_d":"", "h_custom_e":"", "h_custom_f":"", "h_custom_g":"", "h_custom_h":"", "h_custom_i":"", "h_custom_j":"", "h_custom_k":"", "h_custom_l":"", "h_custom_m":"", "h_custom_n":"", "h_custom_o":"", "h_custom_p":"", "h_custom_q":"", "h_flgproblemfix":"", "h_fk_problemfixid":"", "h_flgfixisworkaround":"", "h_flg_fixisresolution":"" } },
Thanks Jim. I tried to use this and alter for IDs/etc.......but still does nothing for the workflows
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10 minutes ago, Jim said:
Ahhhh great minds
I can't think why a process would not execute once a catalog item is provided, I have seen this issue before though I can't think what it was at the time. I think it was an error when scheduled requests were added as a feature, so wouldn't relate to your issue, Ironically I think not setting a customer may cause some issues to do with subscriptions etc, maybe try adding a default value of a dummy account that lives in Hornbill
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.
7 minutes ago, Jim said:I would also check the log file to see if it complains of any access issues if its permissions related, although I don't think that should matter considering its gotten as far as actually logging the request, I would assume the catalog item is actually published?
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.
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Just now, billster said:
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!
Like, if I copy a request from an imported one then the workflow activates. just not when I import a job
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1 minute ago, Jim said:
Okay I see the issue, does the email address look right? and is that available in Supportworks?
My not so clean but may work solution would be as follows - don't import customers but store the email in a custom field, in the process do the following -> Get Request details - > get user by email in
the screenshot
--> update customer with the retrieved user id
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!
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20 minutes ago, Jim said:
I'm not sure if this is relevant, but ours doesn't include the F's,
"SQLStatement":"SELECT opencall.callref, logdatex, closedatex, cust_id, cust_name, itsm_title, owner, suppgroup, status, updatedb.updatetxt, priority, itsm_impact_level, itsm_urgency_level, withinfix, withinresp, bpm_workflow_id, probcode, fixcode, site FROM opencall, updatedb WHERE updatedb.callref = opencall.callref AND updatedb.udindex = 0 AND callclass = 'Incident' AND status < 15 AND status != 6 AND opencall.callref IN (0789852,0779402,0788229,0793492)",12 minutes ago, Steve Giller said:callref has never included the F, nor any preceding zeros - it's an Integer field. Including them will not effectively match.
I believe that some versions have an additional field, which I cannot remember the name of off the top of my head, that holds the full reference to make reporting a little simpler.I'm not sure where you got a requirement for matching h_employee_id from, I can't see it mentioned in the Documentation, and it does not exist in the h_itsm_requests table.
Thanks guys, I have it only importing a test ticket now.
3 minutes ago, Jim said:I think this ought to match the userID to the userid within hornbill though so rather than stripping the domain name, it actually needs to concatenated to the user id they have in support works ??
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..
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19 minutes ago, Jim said:
we mapped to the catalog ID also which is what it looks like you are missing
the workflow is connected the catalog item
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.
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9 minutes ago, Jim said:
Providing the config is set up correctly, does the import account have access to the service and support it?
I've also got this in the config...
"h_fk_serviceid": "27",
"DefaultService": "Historical Support Works Requests",
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6 minutes ago, Jim said:
Providing the config is set up correctly, does the import account have access to the service and support it?
Hi Jim, yes it does and if I go into the service manually I can create a job.
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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.
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15 minutes ago, Steve Giller said:
If you're simply removing the "@blah.com" from the Hornbill value, can you not just add the "@blah.com" to the cust_id in the Importer query, was what I was thinking.
If you're going to be manipulating data this is not something you can do in Hornbill, and even if you raised an Expert Services Request to ask Hornbill to do it this may not be accepted.
It's far simpler to do this in Supportworks - you directly own and control that database, you could inject the email into an unused field, or even a new one to the schema within Supportworks, and then match against that for the Import.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", -
On 02/02/2024 at 17:07, Steve Giller said:
Are you using the Supportworks Request Import tool?
If so, the config file contains the SQL to extract the Calls that you are importing as Requests - why not just manipulate the cust_id value there so that it matches whatever you need to in Hornbill?
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.
On 02/02/2024 at 16:58, Jim said:If you need any help let me know I've done a fair bit with the new powershell api module
I didn't get much hands on the support works config but I believe we stripped a lot of it for testing and used 5 incidents in this section 'SQL Statement'
We used the references in an 'IN()' operator hopefully this helps
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') ",
On 02/02/2024 at 16:58, Jim said:If you need any help let me know I've done a fair bit with the new powershell api module
I'll let you know for sure!
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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?
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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.
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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] } -
27 minutes ago, Jim said:
api.xmlmc.queryExec.maxResultsAllowed
cheers mate!
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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....
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you cannot change it
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13 hours ago, James Ainsworth said:
Hi @billster
Thanks for your post.
As a user can be a member of multiple companies, this type of membership wasn't used as a way to associate a user to a company page as it couldn't be determined which page to show. Instead, what is required is to set the Home Organisation on the user's profile as highlighted in the screenshot below. Let us know if this is what you are looking for.
hi James,
yes, that's done it mate.
ta
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If I change a company customisation and add myself as a member of that company, it still shows the Primary Company home page design.
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never mind just seen this
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hi
is it possible to create a different home view depending on what company is set in the user's details?
thanks
workflow on imported jobs?
in Service Manager
Posted
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?