Steven Boardman

@RobW We do hold the information on who the previous owner was, and who the new owner is, so you can report on the number of times a request is assigned away from an agent , and who the new agent is. Below is an example of this based on the previous owner, i.e for every reassignment, you may draw from this that they have reassigned the tickets to someone else, but it could of been someone else who reassigned it away from them (if that makes sense) There is a sample dashboard in out sandbox instance which may help here https://admin.hornbill.com/demo/app/com.hornbill.servicemanager/analytics/dashboards/15/ You can login to view this as grahamc / H0rnbill Click on the edit button on the top left widget to see the details, as an example it could be something like this for what you are after SELECT h_previous_user_id As Analyst, COUNT(h_request_id) AS Assignments from h_itsm_request_team_assignment inner Join h_itsm_requests on h_request_id=h_pk_reference WHERE h_previous_user_id!='No previous owner' Group by h_previous_user_id order by Assignments desc Limit 5 If you were looking to create an admin report, you would need something like this report - feel free to upload and tweak reassignments.report (1).txt Hope that helps

@Paul Alexander glad that might help. I am not aware of any immediate plans for date based conditions in the override options but if this changes we'll certainly update this post.

@Paul Alexander i can't think of a solution that way around of the top of my head, but would a reverse solution work for you? 1. Ask the user to pick the required date, but in the pc custom form, date control limit the available dates to those 10 days out from now (set today as the default). thus not allowing them to pick a date in the past or in the next 10 days. 2. Offer a check box, if they need it sooner - if ticked it opens up another date control (not date bound) and justification box which have to be completed? If a sooner date is needed, it shows as below You could then use your bpm check if second is populated and write to the same custom field, as the first date if it is - so you only have one date field on the request to worry about Just a thought

@Adam Toms if you use the business process engine, to update a custom field on the request with the cost code from the progressive capture questions, then the custom fields can be used in your reports You will need to use a Request > Get Request Details > Progressive Capture Answers node first, then a Request > Update Request > Custom Fields nodes and inject the required PC answer into a custom field, using the variable picker and then report on this. Hope that helps

@David Wilson there are a couple of options here 1. Service Availability - if the service you want to raise an Incident against is impacted or degraded, this can be viewed on the services form in progressive capture - an indication a problem may exist 2. If you have the knowledge centre enabled, when you use the details form, or a single text field linked to the (h_summary) field on a custom form, it will do a check for * Matching FAQ's * Related Incidents, Problems, Changes * Known Issues Opening the knowledge centre, will allow you to see the matches, and in this case link your new Incident to an existing problem during the logging process You can opt to use the knowledge centre, just for agents and or customers - and all of this is covered here on the wiki and the relevant settings to enable it for the required audience: https://wiki.hornbill.com/index.php/Knowledge_Centre See the section at the bottom about the result matching, to see how it uses the chosen service to narrow the results. Hope that helps

@Janett Dervish looking at the screenshot, is the date/time generated from the Cloud Integration call the top post in your image? if so this may help identify the issue, as it is showing 23:03 on the 25th and the original date time is 00:00 on the 26th, so the utility is returning a value which is 3 minutes past 23:00, which is before the 00:00 on the 26th? So looks like a timezone issue.

@aykut.boyraz it is not possible to change the BPM of a request i am afraid, but there are some options here 1. If you have different behaviour depending on the priority of a ticket, you can build branching into your single BPM to check the priority say on entering each stage and then perform actions accordingly. 2. Auto Tasks, allow you to run workflows and actions against a request which is running a business process. An example maybe An Incident is running a business process, and it is not a P1 or Major Incident, but at some point in the process, it needs to be promoted to a Major for example Via a Custom button, you can invoke an Auto Task, which could be configured to do multiple actions - for example * Change the Priority to Major * Invoke your Major Incident comms plan Add service desk manager promote to a board post to workspace post to slack / Teams / Twitter etc Email users You could also have a second custom button which only shows if the Incident is a Major Incident, and this could allow for the de-escalation of the Major Incident * Change the Priority * Notify users * Post out to same workspace * Post to slack / Teams / Twitter etc * Remove Incident from Board These are just examples Also doing this, means you could add actions, like a Major Incident Report at the end of your Normal Incident Process, and this would only get invoked if at the point of closure the priority was Major Lots of options If you want to take a look at these, you can login to the sandbox instance and check the above example out for yourself Login as grahamc / H0rnbill for password https://live.hornbill.com/demo * Check out any Incidents which are logged against the Desktop Support Service See the custom buttons for invoking an auto task process If the priority is not Major, it will show the option to promote to Major If the priority is already Major, it will provide the option to de-escalate https://admin.hornbill.com/demo/app/com.hornbill.servicemanager/autotasks/ * See the example auto task processes which run against custom buttons https://admin.hornbill.com/demo/app/com.hornbill.servicemanager/workflow/bpm/desktop-incident/ * See a process which checks priority and only invokes actions depending on it's priority The beauty with Auto Tasks, is they allow you to invoke standard actions (process) on a request which is already running a business process Hope some of this helps

@Janett Dervish could you add a request > update request > timeline node after your cloud automation and inject the following into the text field using the variable picker * Value from the Custom21 field * Timestamp output from the cloud automation node Then share this info That will let us see what date/time values are in use as an initial check?

@Ann if you are using the admin reports, you will see an option under Output Formats to include a chart, and choose what it is grouping on, based on the columns of data you have included in your report.

@Andrew Tasker there was an update to the platform on the 11th June, where this was introduced.

@Andrew Tasker there is an option in the email templates with the use of variables and a date modifier: {{.datetimevariable|formatLocalTime}} = Allows formatting of datetime variables using system regional settings (system.RegionalSettings.timezone & system.RegionalSettings.dateTimeFormat), without this formatting the date time will use the DB value (UTC). https://wiki.hornbill.com/index.php/Email_Templates

@David Wilson there is a setting under Applications > Service Manager > Settings in the admin console servicemanager.request.closureCategory.default.requiredWhether the user is required to provide a closure category before resolving/closing a request

@Shamaila the new certificate key is your internal certificate key, this is not something Hornbill can provide. You would need to speak to your internal team / colleagues who are responsible for these. This can be rectified by uploading a new certificate key to the Hornbill SSO Profile. Please contact the security or administration team within your company to request for a refreshed ADFS Server certificate key. As a general principle, we advise that the team responsible for security or administration within your company can schedule a task to update the Hornbill SSO profile with the new certificates, prior to their expiry. For instructions on uploading your IdP meta data into the Hornbill SSO Profile (which includes signing certificates) click the following link: Single Sign on Profiles

@Shamaila this should be covered here: https://wiki.hornbill.com/index.php/Troubleshooting_Single_Sign_On and the linked profiles page

@Shamaila you need to put your instance name in the URL martyn provided - replace <instance> with your instance name

@AndyGilly customers / employees are not able to add connections themselves via the employee portal. The only way to add connections is manually as an agent or someone from a support perspective or automatically via the business process options. Once added a customer / employee can view tickets they are connected to on the employee portal https://wiki.hornbill.com/index.php/Connections

@Victoria Heeley there was an issue is no image was used. This has been fixed, but will require a Service Manager update to be released (probably looking at a week or so). In the meantime, you can include an image as a workaround

@Victoria Heeley ok, i've tried Firefox (albeit on a mac), and i can't see the issue but as you have other users on different browsers i'll ask the team to see if we can replicate, in the meantime the use of an image could act as a workaround as you say

@Victoria Heeley hmmm I am not seeing this on my instance, i would expect this to be aligned to the left, even in the absence of an image (like below). * Are you seeing this on all bulletins? * Which browser are you using? * If you refresh your browser does this still align to the right? * Do you have an image defined against the bulletin (but it is not displaying)? With an image i see this

Hi @Alisha we have a story to address this, i'll add you as an interested party and let you know as this progresses.

@AndyHill looking on the wiki - https://wiki.hornbill.com/index.php/Active_Directory_Group_Management It looks like the outcome values will be '''OK''' or '''FAIL''' for the add user to AD Group Hope that helps

@Michael Sharp i'll feed the wrapping issue back, and we are currently looking at a revamped login view (watch this space).

@Michael Sharp ok, let us know if you run into anything like this again

@Michael Sharp absolutely

@Michael Sharp i believe that message shows, if more than one user has the same email address against their hornbill record