Steve Giller

Hi @Osman I can see that when going from the Request Details pane, I have raised this internally.

I'm not sure what you mean by a "back button"?

Would a better question be "Can we add a Change Calendar that fulfils [certain functions] that are not available or practical for a Working Time Calendar?" If so, you'd need to spec out the requirements so Gerry and his Team can assess them.

Just use "Requests" as a search, it's a schema designer and the schema has names for certain tables.

callref has never included the F, nor any preceding zeros - it's an Integer field. Including them will not effectively match. I believe that some versions have an additional field, which I cannot remember the name of off the top of my head, that holds the full reference to make reporting a little simpler. I'm not sure where you got a requirement for matching h_employee_id from, I can't see it mentioned in the Documentation, and it does not exist in the h_itsm_requests table.

You might need to raise a Support Request for this one, I can think of a couple of scenarios that might explain it, but we wouldn't be able to investigate these on the forums.

If you're simply removing the "@blah.com" from the Hornbill value, can you not just add the "@blah.com" to the cust_id in the Importer query, was what I was thinking. If you're going to be manipulating data this is not something you can do in Hornbill, and even if you raised an Expert Services Request to ask Hornbill to do it this may not be accepted. It's far simpler to do this in Supportworks - you directly own and control that database, you could inject the email into an unused field, or even a new one to the schema within Supportworks, and then match against that for the Import.

If Customers report they're seeing notifications please let us know, but I suspect that this is just misreading the Timeline info here.

There may be some confusion here - that is indicating that the update was created by a Customer, visible to the Team, we would not expect this to generate a Customer notification.

That's fairly straightforward, in the screenshot you're creating a Platform report, you need a Service Manager Report (change the dropdown top left to Service Manager)

Are you using the Supportworks Request Import tool? If so, the config file contains the SQL to extract the Calls that you are importing as Requests - why not just manipulate the cust_id value there so that it matches whatever you need to in Hornbill?

With approx 7,000 Requests a full dump will likely succeed, but there will come a point when you exceed the maximum number of rows and/or the time taken to pull the data exceeds the timeout, so date filters would be recommended here. An education session on building reports isn't really practical on the Forums, we would mainly be paraphrasing what is on the documentation site, but to get you started the majority of the information relating to a Request can be extracted from the Requests Entity, or using the h_itsm_requests table if using the schema designer option. If you have specific questions please feel free to ask here, but for a detailed education session you may wish to engage with Expert Services for training.

It's not clear what you're trying to achieve here, but at first glance it looks like you just want to dump everything into PowerBI - which is likely to be more data than can be output in a single Report, and would probably time out before returning the results anyway.

@Lewis Chandler Out of interest, could you post the screenshot of the whole Timeline entry - it may be useful to see what the missing information (e.g. Post Type and Visibility) are set to.

When you say "We" do you mean all of your Users, or does the User from the screenshot have a "Full Access" role?

FAQs are translatable - every FAQ will have the original document plus at least one other version (the default language) plus any additional translations you have created. You will need to adjust your report to cater for this. Only retrieving a specific language would probably suffice.

Are all but one values guaranteed to be empty? If so, a chain containing each variable will resolve to just the single variable that holds a value. i.e: &[functions.pcf("formName","questionOne")]&[functions.pcf("formName","questionTwo")]&[functions.pcf("formName","questionThree")]&[functions.pcf("formName","questionFour")]&[functions.pcf("formName","questionFive")] Would show: Answer Four If only questionFour had been answered.

Public is more open than Customer - so connections and, if the Customer Portal is set to allow viewing of all your Organisation's Requests, colleagues within a Contact's Organisation would have visibility of those updates. As far as I'm aware, if a Request has been updated from an email (with the exception of External Authorisations) this will be via a Routing Rule. At a high level Routing Rules and Auto Responder are synonymous; the Routing Rules define how the Auto Responder actions the incoming email. This will not, of course, apply to emails manually applied to the Timeline via the "Apply to Request" option in the Mail app.

I'm not aware of a Customer-facing API to do this. I've asked the Service Manager team to respond. I'm assuming you're referring to Requests assigned to a Team but without an Owner?

I'd have thought this one: app.email.routing.rules.default.visibility.update

Not unless you've injected the Project into, for example, the Summary or Description when it was created. You can report on h_project_project_tasks though, possibly linking to h_project_projects to get the name from the ID.

This can be set as part of the User Import. If you disabled it for the entire Instance and your SSO went down, you wouldn't be able to log in to fix it.

Under Security Settings for the User's Account:

Unfortunately, this is a far from simple addition. I believe there is a story to investigate this, but I'm also sure that there are no plans action it in the near future. I'll check with development and if this information is out of date they will update here.

The Rule will update the Request. What happens when the Request is updated depends on the configuration within the Service Portfolio under the Request Types' "Request Sub-statuses" section.