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David Hall

Hornbill Developer
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Everything posted by David Hall

  1. 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 ((TIM
  2. 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.
  3. 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 runni
  4. 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
  5. 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.
  6. 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.
  7. 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.
  8. 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
  9. 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 cons
  10. @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.
  11. 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
  12. 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
  13. @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.
  14. Thanks for the post @Jeremy we'll raise a problem to handle this. Kind Regards, Dave.
  15. Hi @Claire Holtham, Also thanks @Lauren for your update. The fix was available in the 1452 build, apologies it appears to have been missed off from the release notes as I added them manually this time due to some issues with our automated posting, I'll correct that. To the best of my knowledge the originally reported issue has been fixed and should not present a problem. Kind Regards, Dave.
  16. Hi @Lauren Thanks for the update, I believe our support team are assisting you with correcting these existing requests now. @samwoo If you have specific requests to correct then @Victor has kindly said he'll assist further. Regards, Dave.
  17. Hi @Dan Munns Thanks for the post. I've just been investigating and it looks like there may have been a rights issue in the build of the Service Manager app that you are running which has been corrected in the build made available today (1452). Once the latest update is applied this should fix your issue, if it persists then please post back. Kind Regards, Dave
  18. Hello Everyone The latest build of Hornbill Service Manager (1452) has been released to live. Change Log for this release are as follows: New Progressive Capture designers can now branch workflows and use different forms based on the source of the request being an email in the same way that it is already possible by portal or agent Advanced searching has been added to the link assets action on requests You are now able to remove an entry from the Questions section of a Request if you're assigned the "Service Manager Delete Questions" role Fix The email compo
  19. Hello Everyone The latest build of Hornbill Service Manager (1451) has been released to live. Change Log for this release are as follows: Fix Restrictions have been applied to the Actions Tabs when viewing a Request in the Employee Portal
  20. Hi @Martyn Houghton Apologies, we have had a recent change to the forum and the automated posts have not appeared. I'll get them added manually. Regards, Dave.
  21. Apologies again for the problems @Lauren, As per my previous post, we've made some changes which we believe will correct the issue and failing that will provide us with some additional logging information to work with. The changes and additional logging are in place for the the next full update which excluding any unforeseen issues should be available for you to install on Monday. Once you have the update in place we can look to see if the issue still persists and if so we will review it with the additional logging as a priority. If you have any questions please let me know.
  22. @Lauren @samwoo @Logan Graham We've reviewed this issue further but still are unable to confirm the exact set of circumstances that lead to the error. As a result for the next update due out in the next week (build 1448 or greater), we've added some handling for the issue which we expect to resolve the error and accompanied this with additional logging to help with any further diagnosis should the need arise. If you continue to see issues after this next update please let us know back here so we can follow up. Kind Regards, Dave.
  23. Thanks @samwoo @Logan Graham I'll be reviewing this with the team today in order to try to pin point the issue. Regards, Dave
  24. Thanks for getting that for me @Lauren I'll continue to investigate and let you know as soon as I have an update. Kind Regards, Dave
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