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clampj

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About clampj

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  1. Thanks James Its a minor issue but I told the analysts I'd mention it.
  2. I've just started a new topic with the same issue before seeing your topic. Thanks for the tip about deleting the last character, I can confirm that doing this also removes the wasted space for me as well. We only have this problem in Chrome. IE is fine.
  3. Hi One of our analysts has pointed out that when logging a request from an email, after confirming the customer name and moving to the summary and description form, there is a hug amount of grey space between the end of the email disclaimer and the end of the description field which means they have to scroll down quite a bit before they get to the previous and next buttons. This only happens in Chrome which is their preferred browser. Does this happen for anyone else? Thanks J
  4. Hi Our analysts would like the ability to be able to search for customers using the customers payroll number when logging tickets. The reason being is that a lot of our customers work on trains and some have very long names - many times the phone has cut out when they are spelling their name whereas their payroll number is a lot shorter. If its not possible currently (which I believe it isn't), then can some additional functionality be implemented that would allow any attribute from a customer record to be selected and therefore making it available to be searched when logging a ticket? We use attrib1 to store this information. Thanks J
  5. Hi I've created a very simple report however its not returning the expected results. Filtering on a company name (organisation) and calls logged between 2 date ranges. The results returned only go as far back as the 16th August however calls exist prior to that date and when looking at the call detail, the company name is populated in the customer section of the call. The users within this particular company did not have a company set against their customer record (i.e. were not a member of a company organisation) until the 14th August and given the close proximity of this date and the earliest result in the report I'm suspicious that something isn't quite working correctly (its possible no calls were logged for this company on the 15th). Can anybody help? I need to show all calls logged from 24th June for this particular organisation. The only other thing I could think to report on to differentiate these users from our own organisations users is the email address on the customer record has a different domain but I cant see how to report on calls logged against users with a @xxxx.yyy and between date range. Any help would be appreciated. Thanks J
  6. clampj

    Duplicated Assets

    Thanks to @Victor for pointing out the instance name in the config file is case sensitive. All working now and I can confirm that subsequent imports do not create duplicate assets Very happy
  7. clampj

    Duplicated Assets

    Of course! Thanks for letting me know
  8. clampj

    Duplicated Assets

    Thanks @Steve G I now understand what you meant by asset entity. I've changed it but its still not working unfortunately - Its still not creating assets and I get the same errors. I've DM'd you the log file and config file Regards Jason
  9. clampj

    Duplicated Assets

    Hi @Victor and @Steve G Only just had chance to check this out and I'm receiving a few errors in the import log files and no assets are importing. The asset types section is configured as per the following: "AssetTypes": [{ "AssetType": "Server", "Query": "AND A0.TYPE = 'Server'", "AssetIdentifier": { "DBColumn": "SystemSerialNumber", "Entity": "AssetsComputer", "EntityColumn": "h_serial_number" } }, { "AssetType": "Laptop", "Query": "AND A0.TYPE = 'Portable'", "AssetIdentifier": { "DBColumn": "SystemSerialNumber", "Entity": "Asset", "EntityColumn": "h_serial_number" } }, { "AssetType": "Desktop", "Query": "AND A0.TYPE IN ('Workstation', 'Machine')", "AssetIdentifier": { "DBColumn": "SystemSerialNumber", "Entity": "Asset", "EntityColumn": "h_serial_number" } }, { "AssetType": "Virtual Machine", "Query": "AND A0.TYPE IN ('Virtual Workstation', 'Virtual Server')", "AssetIdentifier": { "DBColumn": "SystemSerialNumber", "Entity": "Asset", "EntityColumn": "h_serial_number" Which I'm assuming is correct (the SQL query filter worked with the previous version of the import tool so I know this returns the expected results - plus the log file returns serial numbers for the assets in the inventory tool so I'm confident its fine). Here's an extract from the log file showing the errors. The following error occurs across all the asset types (we don't have any server in the new inventory tool yet) and for each asset within those types: 2018/08/16 15:08:27 [DATABASE] Running database query for Desktop assets. Please wait... 2018/08/16 15:08:27 [DATABASE] Query for Desktop assets:SELECT DISTINCT A0.DISPLAYNAME AS [MachineName], A0.TYPE, A1.OSTYPE AS [OperatingSystem], A0.PRIMARYOWNER, A2.BYTESTOTAL, A3.ADDRESS, A4.MODEL AS [SystemModel], A4.MANUFACTURER AS [SystemManufacturer], A4.SERIALNUM AS [SystemSerialNumber] FROM Computer A0 (nolock) LEFT OUTER JOIN Operating_System A1 (nolock) ON A0.Computer_Idn = A1.Computer_Idn LEFT OUTER JOIN Memory A2 (nolock) ON A0.Computer_Idn = A2.Computer_Idn LEFT OUTER JOIN TCP A3 (nolock) ON A0.Computer_Idn = A3.Computer_Idn LEFT OUTER JOIN CompSystem A4 (nolock) ON A0.Computer_Idn = A4.Computer_Idn WHERE (A0.DEVICEID IS NOT NULL) AND A0.TYPE IN ('Workstation', 'Machine') 2018/08/16 15:08:27 [DEBUG] Processing Assets 2018/08/16 15:08:27 [ERROR] API Call failed when searching instance for existing Asset:Invalid HTTP Response: 404 2018/08/16 15:08:27 [DEBUG] API Call XML: <params><application>com.hornbill.servicemanager</application><entity>AssetsDesktop</entity><searchFilter><column>h_serial_number</column><value>CZC2092LZR</value><matchType>exact</matchType></searchFilter><maxResults>1</maxResults></params> 2018/08/16 15:08:27 [DEBUG] Create Asset: CZC2092LZR 2018/08/16 15:08:27 [ERROR] Error running entityAddRecord API for createAsset:Invalid HTTP Response: 404 Appreciate your help with this. Thanks J
  10. clampj

    Duplicated Assets

    Wow! This is amazing! Feature request for the forum - some kind of beer token mechanism! Seriously though I can't overstate how impressed I am that you've turned this around so quickly. You've potentially saved my bacon! I'll let you know if I have any problems.
  11. clampj

    Duplicated Assets

    @Victor Correct although I'd dispute the part about the machine name shouldn't change but that's just me being picky (if the machine name was purely the asset tag number without the site code prefix then that could still change if the asset tag gets worn or comes off the asset and a new asset tag needs applying) - unless the machine name is something completely random which wouldn't work from a support perspective as service desk wouldn't know the name of the device to be able to remotely connect etc. If possible can you advise any ETA on fixing this because as I mentioned we have a major PC rollout approaching so I'd need to be able to factor this into the project. Thanks J
  12. clampj

    Duplicated Assets

    Hi Victor No all our assets have different machine names. The machine name we use is of a format xxxyyyyy where xxx is a 3 letter location code of the site it is located at and the yyyyy is the number from the asset tag. If the machine is relocated to another site we update the name to reflect this (I know this isn't a great idea but it was implemented before my time and before we had any asset management processes. It will be nigh on impossible to change across the estate given how geographically dispersed the machines are - 21 sites from London to Aberdeen). This would result in a new record being created rather than updated at the next import. Granted we would still have the same issue using serial number should a motherboard fail and need replacing but this will be a rare occurrence. This is how we had Supportworks setup. It's a bit disappointing that this wasn't picked up in testing and I just hope that because the bug is experienced when using only a slightly different configuration to the default config that it's given a high priority for the fix. Thanks J
  13. clampj

    Duplicated Assets

    Thanks both Although this is the worst possible answer for us as we will be looking to perform a PC refresh of over 450 devices (spread from London to Aberdeen!) in the coming months and the plan was to have populated the SM CMDB before then to be able to plan the rollout activities. This will now make this impossible. I can live with importing the serial number into the asset tag field within the generic fields if this speeds up the fix - I really need to be able to use a different value than the machine name as the unique ID as soon as possible though
  14. clampj

    Duplicated Assets

    lol Do Hornbill have an equivalent product? Thanks - just let me know if you need any more info
  15. clampj

    Duplicated Assets

    Hi @Victor any chance you can take a look at this when you get chance? Thanks J
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