Jump to content

Ryan

Hornbill Developer
 View Profile  See their activity

  • Posts

    126

  • Joined

  • Last visited

  • Days Won

    3

 Content Type 

Posts posted by Ryan

    Task assigned to old owner

    in Service Manager

    Posted

    Just had a run through, and it was working as expected for myself. 

    I take it you are using the Suspend For New Owner to await assignment.

    Are you performing a Entity->Requests->Get Request Information->Request Details   Automated Task after the Suspend node? If this node is done before the Suspend, then the variables will still be available, but it will contain the old information, the information before the suspend, the information when the task was performed. Meaning it will appear to log to the previous owner.owner.png

    Ryan

    • Like 1

    Email Routing Rules

    in Service Manager

    Posted

    Perhaps a small thing, but I think the Rule Expression is case sensitive.

    When I add subject from the Rule Parameters drop down (just above the Rule Expression with the envelope symbol) it is added as "subject" rather than "Subject".

    Are you able to try with the lowercase variable?

    Ryan

    • Like 1

    Report on billable tasks on requests per Service

    in Reporting

    Posted

    Hi Alex, 

    I think the issue you are encountering is that your join clause is referencing a table you are yet to include. The generated SQL will be something like: 

    JOIN h_itsm_services
ON
h_itsm_services.h_pk_serviceid = h_itsm_servicesubscriptions.h_fk_serviceid
JOIN h_itsm_servicesubscriptions	
ON
h_itsm_servicesubscriptions.h_fk_subscriberid = h_sys_organisation.h_id

    It is trying to reference the subscriptions table when the services table is joined, before the subscriptions table is joined.

    I would remove the h_itsm_services table, and then add it at the bottom of the list with the same criteria.

    order.png

    I hope this helps

    Ryan

    Double tickets created

    in Service Manager

    Posted

    Hi Mark,

    This will require further investigation. To help with this, are you able to answer the following:

    Do you know how these requests were being raised? Is the agent raising the Service Request from Email, Autoresponder, Linked from another Request, Manually?

    Did the agent use a Service Catalog Item? Did the agent use a quick log template?

    Ryan

    Reporting - Total Call Duration

    in Service Manager

    Posted

    If you are using the Timesheet application, you can store the Total Time spent on Tasks against a request.

    Service Manager is currently working on a plugin for the Timesheet Application that will allow for call duration to be stored per action type of a request - this will be included in SM 2.33.

     

    For reporting purposes, you would be looking at 'h_timesheet_values' table, and grouping by 'h_related_urn'

    I hope this helps.

    Ryan

    Hornbill Performance issues and slowdowns

    in Service Manager

    Posted

    The SM team have been implementing some of the optmisations outlined above to the logRequest process this week. The result is a noticeable increase in performance, with other methods still being investigated.

    The team will be looking at releasing the improvements made next week, and applying what was learned during this process to other existing areas of the SM application over the coming weeks and months.

    Ryan

    Colour coding

    in Service Manager

    Posted

    Hi G,

    From my understanding, the record has colours:

    Yellow - request updated by someone other than the logged in analyst

    Grey - request is on hold

    Red - request is not assigned to a team, usually only available to the admin

    As for the request service levels, SL column in the request list uses

    Black - not available

    Green - met

    Blue - ongoing

    Red - breached and still ongoing

    Yellow - breached but has been marked

    Ryan

×
×
  • Create New...