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Found 3 results

  1. At the moment the current Quick Search (Ctrl + Shift + F) requires you to enter the whole reference number of the case including the prefix, which we appreciate is done in order to ensure this search uses the index on the h_pk_reference field directly on the table rather than the Global Search method to make is as fast as possible. Given the system in it settings knows all the prefix combinations and the length of the numerical element of the reference format, can the the quick search be enhanced to allow retrieval of requests by just entering the number without the prefix and leading zero's. This is especially useful when dealing with a phone call and you need to open up the case quickly and the customer most often will just give you the numerical element of the request id. In our system we use a prefix of combining our identifier 'IDX' and the request type (IN,SR etc), but even for sites who use a common/simpler prefix just being able to enter the number without the prefix and leading zeros makes it more usable. In our example the search only needs to add the leading zero's and generate the combinations as part of the query, so it still uses index without the need for a table scan. select * from h_itsm_requests where h_pk_reference in ('IDXIN00001234','IDXSR00001234','IDXPR00001234','IDXKE00001234','IDXCR00001234','IDXRE00001234') This could always be set to enabled by a system setting for sites who want to retain the current exact matching behaviour. Cheers Martyn
  2. 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
  3. @Steve G I have mapped our Priority ID's in already in our source data in a field of the same name. "h_fk_priorityid":"[h_fk_priorityid]", I tried it without any mapping but that did not work. I tried to enter the mapping without double quotes as a number, but that is not valid and it does not work with double quotes. "PriorityMapping": { "External Priority":"Service Manager Priority", "1":"1", "2":"2", "3":"3", "4":"4" }, How do I complete the Priority Mapping section to get it to pick the supplied value at, as all the requests are loading as per the default. Cheers Martyn
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