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Found 5 results

  1. Can the Global Search option for 'Requests' have an extra criteria option added to allow searching by 'Organisation' , i.e. for external customer facing tickets with the organisation information populated? Cheers Martyn
  2. Related to my earlier post (link below) - I am trying to setup some charts for our individual analyst to view their own feedback rating however there is not the option in the criteria drop down for rating 'Not Set' i.e. Null. Can we request the option for 'Not Set' is added to the criteria options. Cheers Martyn
  3. At the moment the Organisation (Group Lookup) feature only allow you to directly match a value in the attribute field to the name of a Hornbill Group. Could this be extended to support criteria matching, so that the LDAP attribute does not have to match, so given more flexibility in automatically associating group membership? https://wiki.hornbill.com/index.php/LDAP_User_Import Cheers Martyn
  4. At the moment you can only create measures on table objects and not entities (see link below to earlier post), therefore if you are wanting to use a custom field in your selection criteria you will need to do a sub query to include the appropriate request type specific tables which hold the custom fields for each type. The example below is for a measure we run to return the Response SLA performance based on the analyst who was the owner of the request when the request 'Response Timer' was completed, as this in our case will/may be different from the person who resolves it and completes the 'Resolution Timer'. We store the owner at the former stage in a custom field so therefore need to do the measure criteria against this and not the owner when it was resolved/closed. h_withinresponse in ('0','1') and ( (h_pk_reference in (SELECT h_fk_reference FROM h_itsm_incidents where h_custom_o='john.smith')) or (h_pk_reference in (SELECT h_fk_reference FROM h_itsm_servicerequests where h_custom_o='john.smith')) or (h_pk_reference in (SELECT h_fk_reference FROM h_itsm_changerequests where h_custom_o='john.smith')) ) At the moment we are not using the other request types, but the logic applied to prblems (h_itsm_problems), known errors (h_itsm_knownerrors) and releases (h_itms_releases). Note there are also some request specific fields in these linked tables as well as the custom fields, so if you need access to them as criteria the same would apply. Hopefully the above will help if you have a similar requirement. Cheers Martyn
  5. We are using the Request Cleaner as part our testing for our initial project to migrate from Support Works to the Collaboration Platform, which enables use to do multiple test transfers and wipe all requests. Once we are Live with this we are planning to migrate a number of other desks into the system, so would not be able to do the same test transfer process as the Request Cleaner deletes all requests and we do not have a 'test' instance as such. Would it be possible for the ability to add a selection criteria facility the Request Cleaner to allow partial deletion of requests? Cheers Martyn
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