Jim

Create a new workforce for closed requests, import as open and close them as part of the process automatically

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":"" } },

hmmm, A button which you will learn to love as Admin, create a custom button for each request type which opens a URL as the following -- replace the {instanceName} with your own, it will link you straight to the running process (when it exists mind) https://live.hornbill.com/{instanceName}/admin/app/com.hornbill.servicemanager/manage-executed-processes/![[h_bpm_id]]/?stateFilter=other

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?

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

This made sense in my head, the layout doesn't help but essentially store the email address in the custom fields, use that custom field to search for the user and retrieve the hornbill user id, update the customer, all as part of the hornbill workflow

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

Well that explains our lack of F's in our query, I'm guessing the next part is aimed at @billster, From what I can gather its to help resolve h_fk_user_id to a [cust_id] as he has no matching data between the same users on the 2 systems, 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 ??

There should be depending on the request types, that many catalog id's set up in your instance , so 1 for service request, 1 for Incidents, 1 for change and so on so forth

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)",

we mapped to the catalog ID also which is what it looks like you are missing the workflow is connected the catalog item

Providing the config is set up correctly, does the import account have access to the service and support it?

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

Ahh I see your problem, no matching data to tie them together anymore, Have you considered doing this in the user import script? not sure if this allows anything that way What I would end up doing in your circumstance is using PowerShell to do this via the API's linked below GitHub - hornbill/powershellHornbillAPIModule: Powershell module for making XMLMC calls against the Hornbill platform / admin / userProfileSet (hornbill.com)

Which import are you using, is this for requests? Slightly unrelated answer but in some scripts this applies: UPN does not have to be the matching criteria in the json config it can be any of the below

Hi David, it's pretty simple to implement there are nodes under request timers for start response time - usually as soon as a request is logged, and then a node for stop response time (Usually when a request has been responded to manually) It is up to you though where you want that time to be marked, I think the correct way is to mark when a customer has been responded to, but we class the service desk assigning it to another team as a 'Response' also so we have it after the assignment node

api.xmlmc.queryExec.maxResultsAllowed

Can't you just make the manager group a team that supports the service?

I have turned this on in the hopes our analysts are still able to view archived users when using filters, searches or even the dynamic drop down user pickers, Unfortunately this doesn't seem to affect any of that?

@TrevorHarris Thank you for feeding back, that's a shame as I have boards that are process driven and I don't want viewers to be able to move them, however sorting them themselves or new cards added following the same sort by would be much better, as an admin this is more overheads that are unnecessary

Could you attach the report definition and I will have a look for you

With your's being FAQ's you would have to rework the query to look at the right table but as I say, it's very inefficient, What is your actual use case? maybe there is a simpler way with your problem?

testing-footprints---final---validate.report (3).txtI managed to remove duplicates by using a sub query - this is very inefficient though and so far I have only been able to use it on a day by day basis per user unfortunately so not all I hoped it to be

How do I give users access to Sort Lanes, I try to do this for them but it seems to be a temporary sort, and they can't see it themselves