Jim

Hi @Steve Giller This may be useful for something else but not quite what I am after, we have a task in a new starter process which captures the user id and email of the new user, I want to be able to extract this in reports to send to our HR team, so I would like to run this report daily only on requests which have had the activity completed that day hopefully this makes sense?

at the moment we do it like this, the intelligent capture asks are they logging for themselves or someone else and then if someone else we use the dynamic dropdown data query of users, The get customer details is to get the log on ID of the existing customer (the user who requested) we then update the customer to the actual customer provided from the intelligent capture using the raw value and then add the requester as the connection which is returned from the get customer details node, This works fantastic for the requests where it is only one person it is logged on behalf of, But if the 'connections' form was on the portal side it would allow users to make requests that affect many more users, such as a whole team needing permission changes so on so forth.

Is this still being looked into?

I caught it before and the percentage was really low and it should have gone up so I've just flipped it now I wondered why it was looking worse

Hi @samwoo Thank you, I did attempt an IN statement similar to this but my sql is not so good this has worked brilliantly thankyou

Hello, I would like to be able to run daily reports filtered to only activities completed that date on a request - Is there anyway I can use a filter on reports that can check if an activity has been completed and the date it was completed? I've tried searching the obvious tables using task or activity but not finding what I'm after Thank you

Hi, I am hoping someone could show me if it's possible to use a measure and join to other tables, I ideally would like to get a percentage of self service requests but exclude any where a member of ICT is a customer in a report I would left join the h_sys_accounts table and use the h_class field to do this but I can't seem to get this to work in a measure

Still require this

is it similar to my issue?

Hi, I have created a report to view repeated incidents or reopened incidents, I would like to be able to view the original resolution date compared to the actual resolution after it was reopened but, it seems that the resolution date is over written when it is resolved the second time. I'm wondering if their is anywhere I could pull the original value from?

Hi, is their anyway to do the above?

Hi Steve, This makes sense but how do we allow for this in reporting, I wanted to check work done in the last hour and it returned null. I have a date time picker in the report and returning the h_buz_activities.h_updated field as UTC, is this something we should just let people know only returns in UTC?

It seems when I log a call the dates and times are accurate but the h_buz_activities.h_updated field is displaying with the time 1 hour behind

Hi all, Probably a really easy one but I can't find it under daylight saving or british summer time etc, I have noticed our system is still showing an hour behind on any actions when reporting on them, How do I change service manger to daylight saving mode?

+1 for this to work when assigned to teams also It wouldn't be so bad if the 'Owner' could be a role then we could just make the owner the custom role with the advanced request task completer right but even that isn't a possible workaround at the moment. If something is currently activity driven we lock the assignment options until the task is complete but I would like to see a role where it's just under an admin that will have these rights such as the managers by default

This is something I also find annoying but it is the browser doing autofill and not necessarily hornbill doing this

This sounds the most logical route, how would you handle if that password generated is not complex enough or doesn't work? do you allow a loop on generating these?

We are looking at going live with our new starter process in the next couple of weeks and the one thing that has cropped up is that the passwords are captured. Obviously these need to be stored until an account is handed over to the new starter, Once the account is handed over we would like to completely remove this from the request. I am aware I can overwrite the custom fields and these are just one time passwords but I am keen to learn how anyone else has handled this? especially when the password is captured in an activity?

Hi Steve, No one has access to close requests only resolve them as we like the 'cooling off period' provided to users with this feature. The expire period on the wait for closure 5 day node was a Wait for status change, with a 40 hour expiry which did work until I added a node earlier in the process such as wait for update that expired after 3 hours, when the 3 hour time didn't expire the wait 5 days work but when the 3 hours had expired the wait 5 days node went straight through, The reason I want to figure out why this was an issue is we are looking at moving our leaver process into Hornbill and I would like a process to suspend and wait 2 weeks, chase for hardware, if not returned suspend and wait for 2 weeks again send an email to the manager and wait 2 weeks again up to 3 times until a new request is logged to upper management. (the time scales aren't accurate but hopefully explains what I would like to achieve)

Hi, @Steve Giller It appears the one that did have an expiry did have a unique result reference but the wait for resolution afterwards had no result reference set at all, so in theory the expired = true should still have only set against the original wait for status change node. I've moved away from the process I was having this issue with now however I would still like to understand where it wrong in the first place. My scenario was waiting for a status change - so when the requests were resolved it did trigger a different route, and if the custom Major Incident button was triggered it would then go another route as I was using an auto task to change the status to trigger this. However if the status change was 'on Hold' for example it should go to the decision and then back to the suspend and wait node. Before using the wait for status node I used a wait for update node and forced an update in my MI auto task from the custom button to trigger it, again this came with it's own issues as when a request was resolved it wouldn't be seen as an update so I set an expiry of 3 hours to check if it had been resolved, like I say this did cause it's own issues anyway but the main problem I would like to figure out is that when it got to the suspend and wait 5 days until closure node, it was completely ignoring the 5 days expiry time and was going straight past this which is what leads me to believe a value of expired = true is being set categorically again the wait 5 days node does not have a result reference set, so I think from what you have already said that there is already a pattern building here

Hi, I have multiple suspend nodes with an expiry, it appears that once the first expiry is set it is setting a 'expired = true' for all suspend nodes rather than restarting, Is their a way to reset the value to false before moving onto the next suspend node, I have tried a new get request details to get the most updated information before the next mode but I feel I could be missing something obvious here?

I would like the knowledge base search to be able to query against the documents in the document library also as this is where most of our knowledge would be stored, at the moment when entering a summary it does not query against the document library and in effect means we have to ask users to check somewhere else before logging a request however I feel it would be more effective for it to return and documents as they log a request

Thank you both, It is a shame it isn't in there by default but the view email option does what we require, Thank you

any update on this? we are receiving emails or sending emails where the 'to' is not included when the auto rules adds them to a request still

@Steve Giller where are we able to use this feature in the reports?