Jump to content

DanielRi

Hornbill Product Specialists
  • Content Count

    203
  • Joined

  • Last visited

  • Days Won

    18

DanielRi last won the day on March 23

DanielRi had the most liked content!

Community Reputation

58 Excellent

About DanielRi

  • Rank
    Product Specialist

Profile Information

  • Gender
    Male

Recent Profile Visitors

1,238 profile views
  1. DanielRi

    Search for Tasks (Activities)

    Hi @Jeremy for maximum visibility, reporting would be the best approach here. As Daniel has pointed out, the visibility model for tasks is very much focused around the task owner and task assignee. Lets start by looking at a simple widget to show who has been completing tasks. This requires the Advanced Analytics module found in Hornbill Administration and we can utilise a chart style widget returning data via the "SQL Group By" data type. The data source would be something like below: The configuration above is very general and would return tasks completed by all users, including an "N/A" column as we're looking at all tasks. We haven't yet filtered on status (Assigned, completed, etc.). To ensure you're just focusing on completed tasks, add the filter: h_state = 4 and this will get rid of the "N/A" results. Setting the date column to "h_completed_on" allows us to begin looking at the data over certain time periods, for this to take effect it's necessary to select the desired "Sample Period" in the field that immediately follows. If you're interested only in the tasks completed by users that belong to a particular team (or other Hornbill group), it will be necessary to enhance the filter. The following will acheive this: h_state = 4 AND h_completed_by IN (select h_sys_account_groups.h_user_id from h_sys_account_groups WHERE h_sys_account_groups.h_group_id = "MYCOMPANY/IT/SERDSK/") Replace "MYCOMPANY/IT/SERDSK/" with the ID of the group that you're interested in. This can be obtained from your organisation structure. If you're keen to understand the other task status values, these are as follows (taken from https://api.hornbill.com/docs/_types/taskStateType ): <xs:enumeration value="assigned" esp:mappedValue="1"/> <xs:enumeration value="accepted" esp:mappedValue="2"/> <xs:enumeration value="complete" esp:mappedValue="4"/> <xs:enumeration value="rejected" esp:mappedValue="5"/> <xs:enumeration value="cancelled" esp:mappedValue="10"/> <xs:enumeration value="expired" esp:mappedValue="16"/> I hope that helps, let me know if you need some help with other task-related reporting requirements! The application entity viewer that may help with the identification of columns when building more metrics and reports: https://wiki.hornbill.com/index.php/Application_Entity_Viewer Dan
  2. DanielRi

    Reporting on Date and Time field

    To expand a little more on progressive capture custom forms, if you have a key piece of information being captured by custom questions, it may be prudent to use field mapping to ensure the data is stored in a more accessible way. Field mapping (https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms), allows us to map the information being captured via custom forms to a column in the main request table, h_itsm_requests. The benefits are as follows: the data will exist alongside all the standard request data allowing you to focus on a single table in your report. the data can be mapped to a field of an appropriate type i.e. when capturing date-time stamps this can be mapped to a field that specifically expects a date-time stamp. If we were to apply field mapping to the above example, so the booking date being captured is mapped to a specific date-time field (say h_itsm_requests.h_custom_21) we could use the Advanced Analytics module to build a measure to show when the bookings were requested. In this example, setting h_custom_21 as the "Date Ranging Column" would enable daily, weekly, or even monthly trends to be captured. Once we're capturing the information in a measure, this would mean we can use the other chart widget data-types such as "Measured Samples", "Measure Group By", and "Measured Samples Group By". Of course, a measure would only be useful when looking at past data. Dan
  3. DanielRi

    Reporting on Date and Time field

    Hi Lauren, thanks for your post. When it comes to information gathered using custom forms/fields during progressive capture (which are ultimately displayed in the "Questions" section of a request), this information is stored in a table called "h_itsm_questions". The attached image shows the table description that can be found in the entity viewer (https://wiki.hornbill.com/index.php/Application_Entity_Viewer) - a very useful tool when it comes to building reports or measures. I'll start with a rather crude approach which looks directly at h_itsm_questions, and aim for a count of records grouped by date i.e. the number of bookings for each unique date found in the database. In this case, I'm assuming that you've got a date picker in your progressive capture which will lead to a date/time stamp (YYYY-mm-dd 00:00:00) being stored in the database. If you're using a date/time picker, then this approach won't work and we'll have to go into more detail. Either way, the date-time stamp will be found in the column h_answer. To isolate this information, it will be necessary to focus on this specific question. You can use "h_question_id" or "h_question" to do this. "h_question_id" will contain the field id of the field in progressive capture, "h_question" will contain the label that you specified for the custom field: In terms of the method we use to get the information out of this table, assuming we just want to focus purely on this piece of data we could utilise a Chart Widget using the "SQL Group By" data type and set the data source as shown. As I said, It's quite a crude method and I have made an assumption about how the progressive capture is set up and thus how the data is stored. If you're using a date-time control rather than a date control then that means there's going to be many unique timestamps and this method won't be suitable . Let me know if that helps at all, I've got some alternatives which I will follow up with shortly. Dan
  4. Hi @Dan Munns while the enhancement was accepted and a development story now exists for this, this particular story doesn't currently sit in the 90 day outlook. I've ensured you have been added as a connection and I will look to highlight this as a candidate for progression, however this will of course be reviewed in conjunction with the other development stories put forward. Naturally, at this stage I'm unable to provide an indication of when this may be delivered and I'm sorry I can't provide a more constructive answer at this time. Thanks, Dan
  5. DanielRi

    Allow re-open without Team / Owner

    Hi Sam, thanks for your post. I'd be interested to know a little bit more about the way you're operating. As you're probably aware, the concept of "Ownership" is one of the core principles of the Hornbill Platform and exists in all the apps that you might install. Many of the objects across the apps are subject to an owner, such as documents, activities, and of course requests. This is intentional and aims to help an ethos of responsibility. While you raise an interesting suggestion regarding the "reopen" button, my first question would be, why is the request passed back to a holding queue once its been resolved? Why wouldn't the resolving team maintain ownership through to closure? The closure of the ticket is when we can be confident that the request has been dealt with. If its a question of removing the request from the teams field of view, resolved requests can be filtered out. To broaden the scope of my response and talk a little more generally, have you got metrics in place to understand how frequently requests get reopened and to capture the reasons why this is happening? Are agents being too overzealous in resolving requests without proper consideration for the customers needs. Are customers tagging on new issues to an existing request? Typically, the best solution to this challenge begins much further upstream. Dan
  6. DanielRi

    Size of Hornbill mailbox

    I'm glad you found it useful @lokent ! In terms of instance storage, there is no specific allocation for email messages that exist in the mailboxes but the messages will contribute to the overall space consumed i.e. the contents of the mailbox folders can grow and grow until you reach the storage capacity of your instance. If you want to see details of the available storage, it can be found in a tab located in the Hornbill App Store: Home > App Store then click on "Subscription" which will show the following: More information on your instance storage quota can be found here: https://wiki.hornbill.com/index.php/Instance_Storage_Quota Dan
  7. DanielRi

    Size of Hornbill mailbox

    Hi Lauren, further to @Pamelas post, Hornbill Administration provides an overview of the current content of each of the folders within a Hornbill Shared Mailbox. This can be found via Home > System > Email > Shared Mailboxes and then click on the mailbox of interest (in this example mine is called "Helpdesk") followed by the "Status" tab. The total space being consumed by the current contents of the Shared Mailbox can be seen in the bottom left hand corner with a per-folder breakdown shown in the "Folder Size" column. As Pamela says, you can delete the actual email but any timeline text will remain in the request. I hope that helps, Dan
  8. DanielRi

    Customer sign-off/Asset provisioning

    Hi Daniel, thanks for your post. Both requests and asset records support the adding of attachments. Whether the user is required to sign an electronic document of some kind or you simply require their signature as a image, I'm sure this can be emailed back to the service desk upon delivery of the new asset to the customer. Naturally, I would assume there will be some prompt or checklist within your business process to ensure the technician completes this step prior to closing the request. Whether the attachment ultimately resides against the asset record or against the request itself would largely depend on your preference and what you feel makes sense based on what the signature represents. You mention that it would indicate receipt of the device and acceptance of the usage guidelines, thus in my opinion linking this information to the request would seem logical as this is more about the procurement and delivery of the asset (performed as part of the request) and acceptance of broader IT policy, rather than anything really specific in terms of Asset no. XYZ123. It would be good practice to ensure the request (and any subsequent requests relating to reallocation of the asset) is linked to the asset record. I hope that helps, Dan
  9. DanielRi

    Unable to export Customer Contract

    Hi @Johanna Guest thanks for your post. I can see development indicated to you that they have managed to identify and address the issue in time to be incorporated into the next build of Customer Manager. I'm told that this will be made available on Tuesday next week at which time an update will become available for you to apply via Hornbill Administration. I hope that helps set a little more expectation in terms of when the fix will be made available. Dan
  10. Hi Dan, I've been reading through your post and I'd be curious to see the BPM that you have in play. From what I can tell you are unable to evaluate effectively on the display because this will only be either "Review" or "Query". The "value" is holding more granular information (Query [hours], and Review [hours], etc.) I'm curious why evaluating directly on the progressive capture answer (rather than using the custom field in the request) is not suitable? It would be good to understand the challenge further. Thanks, Dan
  11. DanielRi

    Bulk import of Contracts

    Hi Darren, thanks for your post. Looking at the API's available I would expect that if all you require is a single contract adding to each organisation this would only be a couple of hours work. We would simply need a spreadsheet containing the following information for each contract: orgId xs:integer required once Organisation ID name xs:string optional Name of the Contract description xs:string optional Description of the Contract dateFrom xs:dateTime optional Date the contract starts dateTo xs:dateTime optional Date the contract ends value xs:decimal optional Value for the Contract contractType xs:string optional The type of contract. Stores the key from a Profile 'cm-contract-types' We would then prepare an API sequence by looping through the rows and add each contract. Of course, if there were subsequent elements required such as contacts associating to contracts this would need further consideration and will of course increase the time required. If you would like a formal estimate and Statement of works preparing, please don't hesitate to get in touch with your specific requirements via the Hornbill Success Portal: https://success.hornbill.com/hornbill/ and we would be more than happy to discuss further. Dan
  12. Hi Helen, thanks for your post. It is possible to have a different progressive capture experience when initiating the raising of a linked request via "Raise New Linked Request" compared to the progressive capture that is initiated by clicking the arrow and selecting a particular call class such as "incident". This button (and each of the call class buttons in the menu) have progressive capture flows anchored to them via application settings. So I would start by understanding which of your progressive capture flows are initiated in each scenario. The application settings can be found in Home > Service Manager > Settings and filter on: app.itsm.progressiveCapture . The image shows which application strings are associated with each button/menu item. Once you have identified the progressive capture flows involved, we must establish how the summary is being populated. There are three ways of capturing information to put in a request summary: 1. Using the standard "Request Details" progressive capture form 2. By using field mapping within a purple progressive capture custom form 3. By using the relevant automated operation in the BPM (Methods 1. and 2. capture the summary information during call logging in progressive capture. Method 3. populates the summary retrospectively once the request record exists in the database) Are you able to identify which capture flow gets used when you click the arrow then incident? This will be held in the application setting app.itsm.progressiveCapture.newIncident . Does the Request details form exist in this particular capture flow, or capturing the summary via field mapping? Dan
  13. DanielRi

    Searching KE/Problems in Incident logging

    @davidrb84 the Knowledge centre doesn't discriminate between the request classes. CH's, PB's, IN's etc are all returned if they're deemed relevant (see the image attached.) In terms of the PB/KE divorce you speak of, this simply allows more flexibility in the way you use Hornbill within your organisation. It allows you to be selective in terms of the Problem Management elements you use and also means that you could potentially re-purpose these call classes if you didn't wan't to utilise them in a strict ITIL Problem Management context. Dan
  14. DanielRi

    Searching KE/Problems in Incident logging

    Hi David, thanks for your post. The latest build of Service Manager incorporates a new feature called the "Knowledge Centre". When enabled, the feature returns relevant Requests, FAQ's, and Known Issues based on the words being typed in the "Summary" field when logging a call via progressive capture. More information on this new feature can be found here: https://wiki.hornbill.com/index.php/Knowledge_Centre I hope that helps, Dan
  15. Hi Chris, it won't be strictly related to when the ticket was logged, but that can be a good reference. It's more about the time when the BPM tried to perform the operation that failed. Therefore, if the BPM operation took place prior to the fix being applied, then the BPM will fail. If the BPM can be successfully restarted, then that indicates that the underlying cause has been addressed. If you are still experiencing problems with more recent Change requests, this may indicate an issue is still in existence. I hope that helps, Dan
×