Everton1878

Hi, Our closure categories have at least 2 levels and are separated by '>' i.e. Hardware > Fault PC or Hardware > Request New Hardware For some reason it doesn't always record the category with the correct spacing which makes reporting on the number closed per category a problem Sometimes it might record it as Hardware > Fault PC and other times as Hardware>Fault PC Pete

@Victor @Gary@ADL I've been looking at this again as two of our teams could do with email notifications when a call is assigned to their team Our other 3 teams wouldn't really need them but I suppose we could set up rules as Gary suggests Does it sent an email to each member of the team or can we set it to send to a distribution group which would be our preferred method? I saw another post that said that any out of office messages that came back from the team members would be added to the calls which isn't ideal Also, sometimes a customer updates the call when it is just assigned to the team and not an individual and nobody gets a notification about that I've seen instances where I've been asked a question about who has the call etc but because I've already reassigned it I don't see the update Looking at the settings it looks as though it is possible to set team notifications for updates to calls but we would only want that when it isn't assigned to an individual If it has been assigned to a team and then somebody accepts it and then the call is updated we would only want the analyst to be notified and not the whole team as we don't want to bombard the analysts with emails as they wont read them or may even set up a rule to delete all emails from service maanger

Hi @Bob Dickinson, that looks to give me just what I was after , much appreciated!

Thanks @Bob Dickinson, I was pretty much there, I had the the lowest number first

@Bob Dickinson Can you give me the SQL for the date ranges for 0-2 days and 2-5 days? I'm struggling a bit with them Thanks Pete

Hi @Bob Dickinson erm.... I want all 100 results The problem is that there might be multiple questions per call but we're only interested in the h_answer field that matches "citrixserver" otherwise we will get multiple lines per call reference I've attached a spreadsheet which I hope might make things a bit easier to understand The first tab contains the results of the query on h_itsm_requests The second tab contains the results of the query on h_itsm_questions where h_question_id = "citrixserver" The third tab shows that there might be multiple answers per call reference I just want to link the data in the first tab with the data in the second tab showing all of the data in the first tab and the data from the second tab where the reference number matches I'm not sure if it can be done in one single query, it might be that I have to do 2 queries and maybe a lookup in Excel In SQL you might create a view for h_itsm_questions where h_question_id = "citrixserver" and link that to your main query I hope the spreadsheet helps it make more sense SQL join problem.xlsx

Hi, I'm trying to do a SQL query in the Database Direct with a join but I'm having a bit of a problem I want to return all data in h_itsm_requests that matches records in h_itsm_questions where h_question_id = 'citrixserver' but I'm not getting any data It's either an issue with the joining or because I have criteria on both tables This next one returns 52 records but there should be 134, it's only returning records where the criteria on both tables is matched I've tried left join and right join but it hasn't made a difference In need to return everything that matches the following query and return h_answer from h_itsm_questions where h_question_id = 'citrixserver' Can anyone help? This level of SQL is a bit beyond me

I've been asked if we can do something else as well but I don't think it's possible. I think I'll have to create separate widgets for it We currently have some measures that look at the number of opened and closed calls daily and the number of calls outstanding per month Those measures will run daily and monthly respectively I've been asked if they can show the info for the current day and month respectively and update every 15 minutes I'm going to create a separate widget for this

Thanks @Bob Dickinson, I'll have a look through those and see how I get on and also give some more info on item 7

It would be great if the images could be added anywhere such as in email to the user or on the capture would also be great if they appeared in the timeline rather than having to go to the email or the attachments the would make it much easier to follow the flow of the call

We currently do a CSV export of all calls logged for the last 2 years, import it into MS Access, run various queries and export to Excel to produce our graphs I've been able to replicate some of our current graphs in the advanced analytics but I'm stuck with the following ones Open Vs Closed Tickets with Queue Impact I can get the red and the green bars onto a graph but I can't add the line graphs to the same graph. We also need to be able to add trend and target lines Outstanding Tickets by Age I might be able to do this, I think I would need to create a measure for each range of days We also like to be able to do a pie chart per team i.e. Development, Engineering, Infrastructure and Service Delivery Calls Opened by Site I couldn't get it to show the sites along the bottom instead of the months Opened v Resolved by Team Previous Month I can do this one with the exception of combining our two service delivery teams into one as it is grouped by team We have a Service Delivery Reception and Service Delivery Escalation team but we tend to report them together as Service Delivery Resolved Calls by Resolution Type Previous Month We can pull out the closure profiles but we only want to report on the top level Calls may be closed as 4CS > Fault or 4CS > Request but we just want to report 4CS If we can do that, then I also want to be able to do for the last 3 months, so we'd have one bar for each profile per month Closed by Team (In and Out of Fix) I think I can probably do the smaller pie charts but not sure how to do the bigger one with the multiple teams and the percentage of calls closed in and out of fix for each Percentage of Calls Closed Within Fix I've just managed to get close to this but the percentages are a bit out In our current reports we just look at closed and resolved calls but when I put that criteria into the measure the percentages are way out I've not tried the average fix time yet but I think I should be able to do that one

Hi @James Ainsworth that looks to be giving us better figures now

Just discovered the h_itsm_request_team_assignment table That might give me what I'm after

Hi, Is it possible to report on how many calls are passed from one team to another per day? 90% of our calls will initially go into our 1st line queue. If they can't fix the issue then it is escalated to our 2nd line queue If 2nd line can't fix it then it is escalated to one of our specialist queues i.e. Development, Infrastructure or Engineering We'd like to be able to see how many calls are passed each day to our Development and Infrastructure teams I have a couple of measures set up that run daily but the data isn't accurate Thanks, Pete

Thanks @Bob Dickinson that will help me with a few other graphs as well I finally had some time yesterday to look through what I currently produce using an export from a view and what we have set up in the Advanced Analytics Think I managed to get to grips with a measure for a percentage yesterday as well Hopefully I'll be posting soon about the ones I don't think we can do

Does anyone know the SQL (or MySQL?) I can use to report on the current month and for the previous month? I've been asked to do a graph that would show the rating on calls for the current month and previous month on the same graph It would be something along the lines of Thanks, Pete

@James Ainsworth I think we'd be happy for everyone to have the option, it's their call so it's up to them if it's closed

People should set that status when they're away We have too many open requests to re-assign them Sometimes we get people chasing calls and when we find them we find the delay is that the person is on holiday If we could get more people using the portal we could look at putting calls on hold saying that we're on holiday

@Bob Dickinson I had been hoping to be able to embed the webpage for the board in a custom widget but it doesn't allow it, looks like I'll have to do something like this instead but it wont be as nice as showing the board and I wont be able to show the change calendar

@DougA I believe you can get a cheaper collaboration license that you could use to show the dashboards, it's something we're looking into doing

@James Ainsworth it would be great if you could introduce some sort of auto refresh periodically to the list as long as it doesn't refresh when you have a call open and are in the middle of entering some text It can be a bit of a shock sometimes when you manually refresh or go into and out of a call and find you suddenly have 5 extra calls

sounds like a good idea, would be good to have a regular user group meeting once or twice a year would be great if there was someone from Hornbill in attendance that could give some input and also an idea of the roadmap etc

Thanks @Daniel Dekel

Hi, could word wrapping be applied to the text in the Activities?

I was wondering about the possibility of being able to set a backup person for when you're on holiday etc If someone is on holiday and a user updates a call that update probably wont be seen until the analyst comes back in It could be something urgent and the customer is getting frustrated about the lack of a response If you could select a backup person when you change your status to on holiday etc then that person could receive any call updates