Steven Boardman

@Dan Munns There are several videos on the wiki which can help you create widgets for your dashboards on the link below: https://wiki.hornbill.com/index.php/Widgets These are still showing in the old admin tool UI but are pretty much valid and will give you a good starting place. If there are specific widgets you where looking to create then feel free to post on the forum and i am sure there will be loads of good advice and examples available. Thanks Steve

Hi @Prathmesh Patel Are you trying to stop individual users from assigning requests to other users or teams, or having requests assigned to them? Thanks Steve

@Prathmesh Patel The measure will record the actual time, but when you use that Measure to create specific Widgets you can choose to format the data (time on this occasion). In my example below i have created a widget of type Data chart > Measured Sample I have then converted the mm into HH:MM using the Date Format. You can see on the chart the Axis is showing in Hours (given my test data is not great). Hope that helps Steve

@Keith just to let you know the update for the admin tool has now been pushed to live, and this includes the slideshow auto play enhancement.

@Keith We are introducing an auto play feature for the slideshow feature in the next admin console update - you will be able to share a URL to specific slideshows, the users will need the rights to view the slideshows etc but they won't have to hit play to start the slideshow. Something like: https://admin.hornbill.com/<instancename>/app/com.hornbill.servicemanager/analytics/slideshows/<slideshowid>/play/ Watch out for the next update Steve

Hi @nasimg I have asked the team to look into the options / viability for adding this capability either through a new default progressive capture form, or through extending the ability to map custom form questions directly to the scheduled fields on a change request. I will update the post as progress is made with this Thanks Steve

Hi @nasimg In Progressive Capture when raising a ticket we don't have a default form for adding start and end dates for a Change. Have you created a custom form which asks these questions and uses a date / time control and adds them to the Question section of the Change? if this is the case the custom questions are simply questions and not tied to the change scheduling. The scheduling of a change to the Change Calendar can be done manually as you suggest, and also can be automated via the business process engine using the ChangeRequest > Update Request > Add To Change Calendar option. This option however takes predefined inputs from the point the change has been raised i.e 1 hour after creation until 2 hours after creation, again not linked to custom forms in progressive capture. We are happy to consider adding new features such as a Progressive Capture forms to add Change Specific Scheduled dates during the logging process. One question i would ask, is are the dates being provided during logging more of a desired change by date, but the scheduled change dates which result should be agreed by the change team in light of other inflight changes, problems, planned activity which the change proposer would not have visibility of when raising their change request? Steve

Hi @DougA It is not currently possible to influence the business process from an email interaction, this is something we are looking into and i will of course update here as progress is made in this area. I understand the challenge you have here with your users not having easy access to the portal to accept the resolution and in the absence of the above, if they have access to receive the emails could you consider including a link in the resolution email (behind an image) which when clicked takes them back to the service portal and if you are using SAML for authentication this should seamlessly take them directly to the request where they can accept the proposed resolution? https://service.hornbill.com/[INSERT INSTANCE NAME]/servicemanager/request/view/{{.H_pk_reference}} Granted this does not help if they can't access the portal but if they can perhaps including the link will make this more simplistic ahead of any email interaction options being available. Steve

@DougA Great When the next SM build is released next week, this will not be an issue and you can revert the names to be aligned to your naming convention Steve

@DougA Sorry i wasn't clear in my explanation, basically there is an issue which is addressed in the next Service Manager build (due for release next week). Currently if your PC names are similar i.e they all look like Live - Incident Management (something), then when the query which runs to evaluate which PC to execute, what query is using a LIKE condition rather than an exact match, and as such we see issues like you are describing, as it is finding multiple possible matches and using the first one which was created - as i say this is fixed and will be available next week. In the meantime, if you change the name of the PC in the system setting to something 'random' then this should act as a workaround for you. I was able to replicate the symptons you described with the PC i had defined for logincident, and by simply giving it another name in the system settings above it worked as expected. When you changed the name of the PC, did you continue your existing naming conventions of Live - xxx ? if so could you try it with something else like PCtest and see if this works for you? obviously if it does (as it did for me) this is only needed until the next SM update next week and then you can revert to your existing naming convention. If this still does not work after creating a copy with a random name, changing the PC system setting accordingly and then logging out and back in as the analyst please let us know? Steve

@DougA Having taken some advice on this, there does seem to be a known issue with similar named PC's. if you have left your default Incident one as new incident would you mind making a copy of this, and renaming it to something else - say hantsfrs. Once you have done that if you go to the settings under Service Manager in the admin tool, and navigate to page 2, you will see an option to set the PC to use when logging an Incident. If you change this to the name of your coped PC and save it. If you log your analyst out and back in and try raising an Incident using the Raise New Incident does this help? I can see the PC it will jump to in your CI is Live - Incident Management ( Hardware), but i am referring to the default PC which is invoked when you click on the Raise New Incident button Steve

Hi @DougA Could you confirm what route you are using to create the Incidents? is it the Raise New Incident option, or are you experiencing this using the generic Raise New button? I seem to be able to replicate this through the Raise New Incident button, but it works as expected for both Incidents and Service Requests through the Raise New button, so the team are taking a look at this. The second part of this would be to see if you had the Service Requests Switch working correctly via the Raise New or via the Raise New Service Request button? as i seem to be able to replicate the issue on the request type specific buttons (INC / SR) but not on the Raise New button. If you could let us know that would be great Steve

Hi @DC-BEN The Asset Import Utility which was used to import assets from SCCM can also be used to update existing assets in Hornbill, it can import / update from different sources (you will of course need to create the configs / queries for each data source). If the information you mention is not held in SCCM, but is in another data source you can create another script to update the existing assets in Hornbill. As long as the identifier set in the config and returned by the query matches an asset in Hornbill, then the record will be updated rather than creating a new one Hope that helps Steve

@Adam Haylock @DeadMeatGF is correct there is a maximum of 3 per branch node, but you can connect one branch node to another using a 'no match' condition, and then you have more outputs available to you on the second or multiple subsequent branch nodes. In your case you will need to chain together a few branch nodes to cater for 11 different outcomes. So you can achieve 11, and the logic will look for a match on the first branch node, and if there is not one, it will use the No Match to go the next Branch node, and so on and so until it finds a match Hope that helps Steve

@Ralf Peters Just an update on this, there is a business process action for automatically emailing connections of a request. This is under the Request Connection Entity options not the Request Entity on the Automated Task BPM node. In the example below you can see you can choose the connection type etc. Hope that helps Steve

Hi Melissa I have created a new team, under an existing one in the admin tool, called 'Sub First Line Support' and this seems to appear and be selectable under the supporting teams for the services (as below) Could you upload an image of the configuration from the admin tool for the new team you have added? Steve

@Melissa Gurney to follow on from what @Chaz has said, it is possible to create multiple teams which support a service in Service Manager, but this is not akin to the navigation tree hierarchical structure you were familiar with in Supportworks. Service Manager has been built from the ground up as a completely separate solution from Supportworks, and as such there will be differences in terms of approach. Techniques which are used in Service Manager to in effect collaborate on the resolution of tickets without escalating them outside of the functional team include the following: 1. Mentions - On a ticket in the update action, you can mention (@) a senior colleague that their assistance is needed on a ticket, and they will receive a hornbill notification about that mention, and a link to open the ticket to assist. 2. Members - On the request, you can add subject matter experts to the ticket, to gain their assistance. They will receive a notification to this effect, and their is a default view on the request list, which will show them all tickets which they are members of. 3. Boards - You can create an escalation board which is specific to the Infrastructure team (only shared with this team) which you can manually or automatically (via escalation actions on SLM, or via the Business Process Engine) add requests to which need attention of the senior colleagues - this provides a clear list said tickets for actioning - requests can be manually added to the boards from the request action bar. Alternatively you can create multiple teams, and add the team members and then assign these teams to support the relevant services, but these would not appear in a hierarchical manor on the request list view. Hope this helps Steve

@Ralf Peters How strange as i have taken the report.txt uploaded, and granted i have added aliases to the tables, and stripped out the table references in the columns and i see this as expected in the data preview and report output Obviously with no data, as the filters don't match my data set. Perhaps if you could do the same - i.e add aliases to the table names, and then strip out the table references from the column aliases, just to see if this has an effect. If not i will have to ask my colleague who added this feature to join our conversation? Let me know if the above has a bearing Thanks Steve

@Ralf Peters sorry your still having issues with this I have just tested, and i have tried one or joined tables, i have applied aliases to tables and columns from one or more tables and it seems to work as expected to me. In this example I have renames the first three columns from two tables and they are bringing across the aliases. This will only apply for new reports, it won't be applied to historic ones. I have saved, and then run the report and viewed it from the report history and the latest report and it all seems to be ok. If you are still having the issue could you upload the report definition file here, and i can run this on my instance to see if i get the same results? You have a download option next to the save button on the reports? Last things to check are which browser/s you are running, i am using Chrome and Firefox without issue. Although it may not be needed have you tried clearing your cache (browsing data) just in case. Steve

@Martyn Houghton I thought that is what you were after, so thanks for confirming. Unfortunately this feature in 2.38 will not provide you with a full solution to that specific problem i'm afraid. We do have two additional stories which may help going forward and these are to provide the option to define catalog items for change requests (currently limited to Incidents and Service Requests), and secondly to only display services which are relevant to the request type of the request you are looking to raise. Both of these are defined but not currently scheduled, once these move forward i will post back . Steve

@Ralf Peters Just for your information, in the latest update to the Admin tool we have added a new option which allows you to give a table an Alias, as a by product this also will now allow you to add column aliases using the SQL designer 1. Use the SQL Designer Option, and choose a table (or tables) if you highlight a table, you will see an option to add an alias, via a pop up, and then options to change or remove as shown below. 2. Navigate to the Select Column Tab, and add your columns, you will now see the option to add aliases to the columns for SQL Designer Reports as well. Note there is a small issue, where the column alias button might not immediately show, but if you switch to another tab and back it will appear. I have reported and it will be fixed shortly, but should not stop you adding the aliases you need. Steve

@DougA Relating to your question on evaluating the Service in the CI PC, i have done some very basic testing and it looks like you can, but you'll need to take a closer look and make sure it works as you need. So in my CI PC (which i have switched too from the Service Form), i have a Priority form, and then the Services form again, with a branch off this. Now because the Services form has already been used and is displayed from the original PC, before switching to the CI PC, it will not display again..... but i can still branch off the value - so in my example i did choose a CI under the Mac Support service, so it is prompting me to Add an Attachment, if i hadn't it would have ended after the Priority form, if that makes sense? So in the example above i have moved to the Upload attachment, and the Service form is visible, but it is from the original PC, before i switched, it is not showing again after the Priority form as shown in my PC design above, but i can still evaluate the service value. Now i haven't tested the behaviour if i change the Service etc mid flight, and move around to much, or with the portal etc, but does that give you something to take a look at? Steve

@DougA @Martyn Houghton Apologises i referenced the wrong setting above In SM 2.38 the new setting is: When enabled this will enforce the selection of a catalog item if there are catalog items defined against a service. If there are none defined against a service the analyst will still be able to select the parent service. This change was introduced to prevent the selection of the parent service, if catalog items were present below, but has the ability to allow any services with no catalog items to still be chosen, i suspect there maybe need for an option to prevent the selection of a parent service full stop from what you are suggesting Martyn?

Hi @DougA You can evaluate the the Service name and or the individual catalogProgressiveCaptureId after the Services PC form and a Branch node - the challenge here, is that you will need to define a path for each and every Service name, and or Catalog Item which could be quite large? So in the above example i have a Service Form, followed by the Branch node - against which i can have 2 Custom Expressions. For each custom expression, i can define a check against service name or catalog item, as per the Goto if box shown. I can also have a 'no match' and link to another branch node, and do the same again to put checks in if i have a large number of service names or catalog items. So it can be done, but it will be quite messy and difficult to follow, hence i have suggested using the switch node and the 'variable' which then jumps to individual PC's linked to each Catalog item. A few additional things here: 1. You don't need to define a separate PC for every Catalog Item. If you have common sets of questions which need to be asked if the analyst chooses one or more of the Catalog Item options, then you can just create a single PC for those questions, and associate the same PC to those specific Catalog Items in the services forms. The alternative is trying to squeeze all that logic into the single 'Raise New' PC canvas, which if you have a large number of Catalog items can be very difficult to follow and visualise (as indicated above). 2. The latest build of Service Manager was pushed to live yesterday, which now gives you the setting to prevent your analysts picking the top level service (as long as there are CI's defined underneath them), and this can be enabled in the admin tool with this setting. servicemanager.progressiveCapture.servicedetails.enableSupportVisibility - The default setting for this is 'Off' - When the setting is 'On' the Services displayed on the Progressive Capture Service's form will be filtered to both those which the customer is subscribed too, and also to those Services which the analyst's logging the requests team's Support. This is based on the teams defined as supporting the service on the service record. ** Please remember if you turn this on, it will immediately prevent the logging of requests against services Again i hope this helps Steve

Hi @Prathmesh Patel As @Martyn Houghton kindly mentioned you can create reports, measures, widget etc using the source field. In the Request list, Views and Personal Dashboard, you can create a Chart which you can display on your personal dashboard which will allow a view to be split down by Source. Once the chart is active, you can drill into each segment of the chart to be returned to the request list, and this to be filtered to just those requests raised by that source. Giving Me Hope that helps Steve