Jim

I found it, that's a hidden little gem isn't it

Where is this area to manage versions? I've been looking for something like this for a while

You will get a better experience of this if the user is actually the customer and don't set the user ID

As simple as it sounds I would remove any spacing in the column headers, and correct the json also try a format like department_Name and department_Id

Thank you, I had just found how to edit the domain owners which was quite beneficial to achieve this, Is there a way to make any pages public at all? Ideally I want to be able to have a tablet next to service desk to enforce users to log a request before just walking up to an analyst? I have a funny feeling this may need to be an externally hosted form that makes an api call?

Hi, I am looking at passing on responsibility to different pages on our portal to the respective service owners, I can see a right for home page manager, but this only give access to the home page which makes sense, how do I allow a user to edit there individual pages?

Yes it has resolved 1 record, but skipped it due to being in dry run mode sounds like good progress

If you are exporting out of Hornbill and then importing back in, I would highly recommend using the asset ID instead h_asset_id

In terms of the asset matching 1. Does the CSV contain the exact same information as held in the asset tag field within hornbill? 2. Is the asset class 100% Mobile? The error you are getting is basically saying it can not find an asset that matches what is in the csv, and it can not create it as you have chosen to only update existing assets. Hope this helps you to diagnose

@LawesD The assets

I do this using the following node

I have no idea what has happened but it is so painful trying to share dashboards, its trying to fetch a list of roles I would assume? just will not work, same for users and group except they eventually resolve after 10 seconds

Could you provide the json file?

h_datelogged > curdate() - INTERVAL 6 Month

@samwoo I've not actually done this myself only a theory if I was to implement it, One thing I would probably do though is give it an extra 5 minutes so if the response time is 2 hours, tell it to notify 1hr and 55 minutes before the response time, just to allow it time to generate the event? I also have no idea how this would behave if a priority was changed on an already existing request? but on previous alerts for SLA apparently all it does it tell the process to generate the event, so it may only work on new requests and if you were to change it, it would only take affect on new requests as the event will already exist on existing request But, always a big difference between theory and practise?

@AlexOnTheHill No worries, and always learning better ways to do things!

Thank you that looks perfect, can add in the rest of my criteria now and start the measures.

@AlexOnTheHill I would use the SLA Escalation Events, lets say high priority is 2 hours response time, set the escalation event to email 2 hours before response time (making it almost notify when it's logged) This will take the automation a level higher than the workflows and hopefully achieve what you require

I have been asked to return a count of users who have not logged requests within a given date range. I've had to go back to basics on the query just to test and I'm not getting any results on this at all? select h_user_id from h_sys_accounts WHERE h_user_id NOT IN (select h_fk_user_id from h_itsm_requests) If I choose the opposite and return a distinct list of users who have logged requests, the query works but not if I choose NOT IN. Am I missing something obvious here as there are definitely accounts that have not logged requests

@Amanda Durgan Are they set as a supporting team for the service as shown here

Hi @Tina.Lapere, Could you advise what fields it is you intend to update and what the asset types are? Where will this data come from? a spreadsheet or directly from a database? For further information this may help also Asset Data Import Tool - Hornbill

from within a process

I am a little lost on the metrics for something that ought to be quite simple. I require a measure that will count the total Change requests each month and capture the change type and then I can present these in a dashboard and group by change type. The dilemma is I can't output this field if I choose itsm_requests, and if I choose itsm_changerequests I can't see the date logged field to add to the date ranging column? Why does this feel more difficult than it needs to be?

Actually, I think what you have works just removed the {{Date}} and right it as is in UTC format

I would try against a custom criteria instead kind of like this, except with your criteria instead