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David Hall

Hornbill Developer
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Everything posted by David Hall

  1. Hi @Paul Alexander The settings should be automatically saved as you toggle each one so there is no need for a save button here. If you make a change and refresh is the change reflected? Regards, Dave.
  2. Hi @Stuart Torres-Catmur Thanks for the post, no issue just an update to our chart library which defaults to a single colour. As explained here we will be re-introducing alternating colours in the next update of Service Manager. Kind Regards, Dave.
  3. Thanks for the suggestions @davidrb84 @James Ainsworth Some considerations for future enhancements of reporting options.
  4. Hi @davidrb84 The post was really just to clarify that the underlying chart library changes were the reason for the display changes to single series data... there is no specific plan to introduce multi series charts right now but please feel free to post up examples of the type of charts/reports you are looking for and the requirements can be reviewed by our product team for possible future inclusion. Kind Regards, Dave
  5. Hi Hayley, The latest Service Manager update is now using an updated version of our charting library which now shows each data series in a single colour, hence the single blue colour in the bar charts but multiple colours in pie charts etc. We're in the middle of rolling our charting updates and colour/theme changes so we can look to see if its possible to reintroduce a range of colours for a single series of data as we move forward. Kind Regards, Dave.
  6. Hi @TomW All date times are stored in UTC time in the database which will be the same as GMT. We then adjust times on the front end based on the user's timezone preferences, hence you see the display time being an hour ahead as this will be in BST (GMT+1). Hope that makes sense? Kind Regards, Dave
  7. Hi @Gareth Noon Glad that this has improved the layout for you. With regards to the colours, we've applied a new chart theme following an update to our charting tool which is now using a blue/green toned colour wheel so as you update charts you'll have the new set of colours. More than happy to accept feedback as the chart display improvements are still in progress. Kind Regards, Dave.
  8. Hi @Will J Douglas Thanks for the post. I can replicate the same problem here with the icons that are part of the new icon set. We'll raise a problem for it and get it addressed. Kind Regards, Dave.
  9. Hi @Jeremy @Gareth Noon Thanks for the post, we've made some changes around the layout/spacing of the charts and titles on the dashboard for the next update of Service Manager (build > 1515) which should resolve this issue. Kind Regards, Dave
  10. Hi @SimonSheldon Thanks for the post. I've just been testing this out, I've set my home page image to a web URL which displays correctly and if I publish a bulletin I don't seem to see any blank views, I just see the home page image as expected. Not sure if I'm missing something in the replication steps or perhaps you could advise which browser you see this on to check if its a browser issue, I tested in Chrome initially and looks fine. Kind Regards, Dave.
  11. Hi @Michael Sharp Looks like you are using the priority based service levels in which case we need to base the query from the requests table instead. The following query should give you all of the open requests that have either missed the response time or will hit the response time within the next 2 hours. SELECT h_pk_reference, TIMESTAMPDIFF(SECOND, NOW(), h_respondby) AS RemainingTime FROM h_itsm_requests WHERE (h_status='status.open' OR h_status='status.new') AND h_respondby IS NOT NULL AND h_responsetime IS NULL AND ((TIMESTAMPDIFF(SECOND, NOW(), h_respondby) < 0) OR ((TIMESTAMPDIFF(SECOND, NOW(), h_respondby) >= 0) AND (TIMESTAMPDIFF(SECOND, NOW(), h_respondby) < 7200))) Perhaps you can try this one out? Regards, Dave
  12. Hi @Michael Sharp Are you using the service based service levels? e.g. do you have any data in the h_itsm_request_slm_targets table? If not then we would need to revert back to the request table to get this data. Also I'm not sure I understand what you mean by merging the numbers? Do you mean put the two counters into the one widget? Regards, Dave.
  13. Hi @Michael Sharp So I've just had another look, seems I made a typo above, but in any case the widget queries needed a bit more refining. For the response due in 2 hours try this query which should return all running response targets due within the next 7200 seconds (2 hours): select count(*) from h_itsm_request_slm_targets where h_name='Response' and h_target_met is null and h_state = 0 and (TIMESTAMPDIFF(SECOND, NOW(), h_target_time) > 0 and TIMESTAMPDIFF(SECOND, NOW(), h_target_time) < 7200) and for the second counter you could try this which returns running response targets where the target time is in the past select count(*) from h_itsm_request_slm_targets where h_name='Response' and h_target_met is null and h_state = 0 and TIMESTAMPDIFF(SECOND, NOW(), h_target_time) < 0 Do these give you what you need?
  14. Hi @Michael Sharp Perhaps you could give this widget set up a try? Based on the query: select count(*) from h_itsm_request_slm_targets where h_name='Response' and h_target_met is null and h_state = 0 and (TIMESTAMPDIFF(HOUR, NOW(), h_target_time) > 0 and TIMESTAMPDIFF(HOUR, NOW(), h_target_time) < 24) Kind Regards, Dave
  15. Hi @Paul Alexander Thanks for posting this up. The issue has been confirmed and there will be a fix for this in an upcoming collaboration update. Kind Regards, Dave.
  16. Hi @HHH Yes you can configure that using routing rule templates, the information you need should all be here https://wiki.hornbill.com/index.php/Routing_Rule_Templates Kind Regards, Dave.
  17. Hi @Jeremy Apologies if you were experiencing slowness in Service Manager. I've just checked here and it seems there was some heavy loading on the database which was causing some performance issues. I've been told this is now resolved and the speed should have picked up. We'll continue to monitor it and if you experience any further problems please post back. Kind Regards, Dave.
  18. Hi All, The latest build of Hornbill Service Manager (1489) has been released to live. Change Log for this release are as follows: Fix When associating assets to a request using advanced search, dynamic drop down items do not load {PM00155820} Max open time is incorrectly calculated due to an issue with timezone
  19. Hi @Lauren Great stuff, glad you have the info you need. There are no current plans to include the actual fix/response duration within the request details. Currently we are showing the target time (for running targets) or the datetime completed (on completed targets) to assist the analyst. I don't think to this point we've seen a benefit to the analyst of having the completed target durations shown on the request details, we've seen that information as more of a management/reporting interest. If you have a good use case of how you would use it then please post back and it can be considered for a future change. Kind Regards, Dave.
  20. @Ann-MarieJones @Logan Graham These errors are likely to be only on these specific requests which were caused before the fix was applied. Someone from our support team should be in contact shortly to see about correcting these specific requests. Kind Regards, Dave.
  21. Hello Everyone The latest build of Hornbill Service Manager (1459) has been released to live. Change Log for this release are as follows: New New operation called 'Requests > Entity > Integration > Log New Service Request' to provide integration with other Hornbill applications to raise a Service Request Fix Alteration of Request timers can fail when one of the timers has already been completed {PM00155202} Taking a Request off hold may error when no service level agreement is in use {PM00155291} Exporting a View excludes values in custom columns 21 - 30 {PM00155226}
  22. Hi @Ann-MarieJones @Logan Graham The fix for the issue is already available in the latest Service Manager so that should prevent the issue on any new requests, if you continue to have problems with any existing specific requests then please let us know. Kind Regards, Dave
  23. @AndyColeman Apologies for the error you are seeing, a fix has been created and we'll be pushing out a new update of service manager very shortly to correct this (service manager build > 1453). Kind Regards, Dave.
  24. Thanks for the post @Jeremy we'll raise a problem to handle this. Kind Regards, Dave.
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