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David Hall

Hornbill Developer
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Posts posted by David Hall

  1. Hi @Adambingley

    Just to pick up on your last post, the "Requests caused by change" report will show requests which have a linked Change Request with a relationship of "Caused by".  So for example if you link a change to an incident and choose the relationship "Caused By" then it should be shown in the report.

    Hope that makes sense,

    Regards,

    Dave

    image.png

    • Like 1
  2. 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

  3. 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.

    • Like 5
  4. 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.

    • Like 1
  5. 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.

  6. 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

  7. 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.

  8. 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?

  9. 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)

    image.png

    Kind Regards,

    Dave

     

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