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Found 11 results

  1. Hi All I have a process where we potentially need to update some of the original data entered in a custom field when the customer raised it, but because of audit implications our Analysts should not update any data issues in the request, it would need to be the customer who makes the change. I note there is a feature where Google forms could update an existing custom data field, but I wanted to see if there is any method within Hornbill itself where we could get the customer to update a custom field - has anyone else got a similar setup / could you confirm how you handled it? Is it possible to do this without using something like Google forms? Many thanks as always
  2. We have added some custom fields to a service portfolio but when we try to edit Custom A for this one service this error pops up...any ideas?
  3. I was wondering if someone can help me. I have mapped a customer field h_custom_22 to a filed in my PCF which asks users to supply a contract end date only (doesnt ask for a time) When it appears in my request list is is displayed with the time followed by 00:00. How can i get it to not show the 00:00? Do i need to use another customer filed type?
  4. Is there a way of displaying a custom field that is set against a customer in the PCF to the analyst when logging? I know you can add the {{user.email}}, {{user.fName}} etc but is there an option for {{user.custom4}} so that this information can be pulled out and displayed?
  5. I am trying to build a email from the questions answered in a PCF I have got all the questions to appear in the custom field, however the questions are appearing in a paragraph. How can I split these out so that each response is on an individual line? e.g. Current skjgsdlfgldfsgjds sdfgsfs dfgsdf gds fgdsfg? sadfdsf sd fsdfs dsdf sdfs dfs? sdfsf sfs dfsa fsdfsfsdfs Ideal sadfsdf sad f dsaf asasf? sdf saf rghgh ertwwfs wgds dfgdgds? ets sdfs asfsdfs? Can this be achieved via wiki formatting? If so what is the correct syntax?
  6. Is there a way to achieve the above as we have set up many views which include custom fields but you can't then create a chart based on the custom fields?
  7. 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
  8. Hi We've utilised "relatedEntityData.record.h_custom_l" in our incident details form as a way of identifying whether an incident has warranted a call-out of an IT engineer or not: It shows as a simple check-box for the IT engineer to check if they've been called out by the business. I need to be able to report on this, but cannot locate the table in which the custom fields available in the "Details" form are stored. Are you able to help, please? Thanks Lauren
  9. In Capture task fields or Capture outcome fields, I am adding the field identifier as h_custom_a, but this is not populating the field with the captured value as it has proven to do when using this method in the PCF. We are using this to capture an email address which is then sent to a few nodes down the line. This is in the same stage of the BPM.
  10. I am searching for an ESP condition to pull through a custom field under the given scenario: In the progressive capture, I have given the customer an option to add a 'current job title' as well as a 'new job title' if applicable. I would like to pull through the new job title into an automated email, BUT if this is left blank, I would require an ESP condition to instead pull through the current job title. Is there an expression that would allow for this?
  11. Hi, Long shot: is it possible to have a couple of custom fields against catalogue items? And if so, would it possible to retrieve them via PCF / BPM? Having a couple of fields would really help me simplify our BPMs and reporting considerably. Thanks, Lyonel
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