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Found 27 results

  1. Hi All, Wondering if any of you kind individuals could help. We have been utilising Hornbill service manager now for 7 months and although I believe its a great ITSM service desk tool, the reporting is down right appalling and the advanced analytics cost is extortionate for a small team. Could anyone share their standard reporting definitions for a few basic reports, the front end is massively clunky to get used to and its proving very time consuming. I'm looking for the following but ANY would be most welcome. 1. SLA reporting by month. 2. Tickets Logged / Resolved by month. (Ticket Volume) 3. AVG Resolution times 4. Incidents caused due to change. (&How do we flag incidents as caused due to change?) 5. Individuals Performance 6. Unplanned Changes by month 7. Incident Report For Incident/problem management Best Regards Adam
  2. Hello, I am trying to run a report for the particular catalog within our Service, however I have noticed after running the report a few times for various other catalogs, the report looks like they are capped at 5000... is there anyway I can run a report from 05/06/2018 (our go live date) until present or will the report be limited to 5000 each time? which in that case I would then require to run each month and add the results together?
  3. Good afternoon We have an issue with a widget on a report that is not adding the call details of a call that they have worked on (and added time) where they are not the owner of that call. The technician can see the time that they have added to the call is shown in their 'My timesheets' and the call itself shows their time too but the call details are not displayed in the widget. The widget component to gather the accumulated technician data is: select h_pk_reference as 'Call No', h_summary as 'Summary', h_datelastmodified as 'Last Modified', h_withinfix as 'Status' from h_itsm_requests where h_status IN ('status.open') AND h_ownerid = 'AVAUG' AND h_datelastmodified >= CURDATE() The report then uses the following: select h_minutes, h_update_time from h_timesheet_values where h_member='AVAUG' order by h_update_time Looks like the update field (h_update_time) on h_timesheet_values is not being updated. @Hornbill Support Team - Where are we going wrong please? See attached Regards, Andrew cc: @Geoff Soper @Ann-MarieHolloway SR00027821.docx
  4. Good afternoon We have an issue with a widget on a report that is not adding the call details of a call that they have worked on (and added time) where they are not the owner of that call. The technician can see the time that they have added to the call is shown in their 'My timesheets' and the call itself shows their time too but the call details are not displayed in the widget. The widget component to gather the accumulated technician data is: select h_pk_reference as 'Call No', h_summary as 'Summary', h_datelastmodified as 'Last Modified', h_withinfix as 'Status' from h_itsm_requests where h_status IN ('status.open') AND h_ownerid = 'AVAUG' AND h_datelastmodified >= CURDATE() The report then uses the following: select h_minutes, h_update_time from h_timesheet_values where h_member='AVAUG' order by h_update_time Looks like the update field (h_update_time) on h_timesheet_values is not being updated. @Hornbill Support Team - Where are we going wrong please? See attached Regards, Andrew cc: @Geoff Soper @Ann-MarieHolloway SR00027821.docx
  5. We're looking to build a report to identify how many tickets were created on a specific day of the week. Ex: we have service desk technicians working Saturdays and we're trying to determine if it's worth the time/cost. We'd like to see how many tickets were created specifically on Saturdays. Any tips? @James Ainsworth
  6. I have been running Power BI reports on my machine for 2-3 months with no problems I updated to the latest version a few hours ago and now i get this message I have not made any changes to the report and it was working perfectly before the update. Anyone else had the same issue? Thanks Jamie
  7. Hi, I have been asked to see if i can come up with a way to determine the average duration of incidents resolved over a given time period (the last 6 months) in minutes during working hours. Our Incident SLA timer for all priorities is fix within 9 hours 15 mins (8am to 5:15 pm) monday to friday. Our working time calendar is also set up for 8am to 5:15pm. Is there any easy way to do this in reporting? i need to be able to say "the average time to fix an incident during the period was ???? minutes" Any ideas? Thanks
  8. Hi In Supportworks I used to add a header to my reports to show the variables selected, for example "Logged between &[uv_argf1] and &[uv_argt1] " to show the date range I had run my report over, or any other variable such as team or department, analyst or team. Is there a way of doing the same in service manager reports, it was a really useful when you have a lot of the same reports to run for different departments. Helen  
  9. I may have touched on this before, but is there an easy way to find out how long a call was logged to resolve. I have produced reports using tasks where I get teams to record time spent but I want a rough idea of how long a call was open to resolve for teams that don't record time. I have logged date and resolve date so I guess I could use a formula to work out total time? Thanks Chris
  10. Guest

    BST time

    Hi, We noticed that all our scheduled tasks and reports were delayed by 1 hours following the BST time change this weekend. All other parts of service manager seems to be working fine with the correct timing flag. After contacting the support, we were informed that the system is working as designed on UTC time. This is causing us quite a headache as it does means that we will need to amend manually any automated reports or tasks each time. We do have a large volume of scheduled reports being published to various libraries for key stakeholders. Do you plan to amend this in future? Regards, Jmarc
  11. Hi, I'm trying to create a report that displays the account type which is "Basic" or "Full". Does anyone know which table and field i need to reference in order to display the user Type? Note: I have already tried including the field "h_sys_accounts-> h_user_type" in the report config but it comes up empty
  12. Hi all, A quick question regarding the ability to change the text colour in a Widget based on the aggregate value. I have just tried setting this and was surprised to see that the only thing that changes colour was the title of the individual counter list item and not the value itself. Is this intentional or is this a bug?
  13. Morning, IS there any way we can get the PDF report output to have a option to select creation in landscape? as i want to use this instead of CSV's more but i always lose half the report off the page?
  14. Hi First post of our new Hornbill era. So still learning! Trying to generate a graph for teams to show SLA's within fix, SLA's breached and ongoing tasks that are within the SLA but not yet resolved. I'm using the h_withinfix=0 and h_withinfix=1 parameters - however I cannot find a suitable 3rd measure which shows the number of "active jobs" that are still within the parameters of the SLA. Samples I've seen show the h_withinfix='' filter but this seems to duplicate the filter for h_withinfix=0. Any ideas?
  15. Hi, When reviewing asset information, I've been coming across duplicate assets. We generally use the csv import tool for new assets and assets in the computer system class have some fields automatically populated via SCCM. The duplicates seem to have been created via SCCM. I'd like to create a report in Service Manager to help me identify all duplicate entries so they can be identified and analysed further. For most of our assets the "Name" field should be unique, as well as "Asset Tag". The "name" field matches the "Asset Tag" but has a prefix. e.g. Asset Tag: 12345 Name: DC012345 Any advice on what criteria to use for the report would be greatly appreciated. Thanks
  16. Hi, I hope someone can help here. I have a need to create a report for Changes at different stages in the business process to be used in our CAB meetings. We have four stages for Change, two of which are CAB (awaiting approval) and Work in Progress (approved or Standard Change) and I need to create a report that lists all Changes in the CAB stage and a second report that lists all Changes in the Work in Progress stage. I've touched on this in another thread a little while ago and someone suggested using sub-status which seemed to be a potential way to do this, but in practice, I encountered difficulties with the business process (I don't want to digress into that, but can elaborate if needed). Is there a table that contains the reference and the business process stage that I can use for the reports? We are unable to use boards for this as many of the people who come to our CAB meetings do not use Hornbill directly or are from a third party. More than happy to clarify anything that doesn't make sense Thanks Chris
  17. Hi, Any idea how I can apply a date time range selector on a "timestamp" database field? Thanks!
  18. Hi I'm trying to extract all calls of a particular services that have breached the resolution timer, anybody know what I SQL i need to add to get the correct data? Thanks Chris
  19. Morning all, Im running a report to find out our resolve times for calls and a average... Firstly the only resolve figure i can find is in seconds? I dont really get what the Resolve time means as it reads in just numbers. or what the Resolution Timer ID is either? Also is their a way to work out a average on a report? Thanks Hayley
  20. Afternoon, One of our Mangers has requested a report for a specific catalog item that calls are logged under. This is what he has requested: SO… I need a Hornbill report For the MS SQL Server Support Team. - For the Service "Database Support" then the catalog item "Database Migration" Please Include Raised On, Date Closed, Reference, Owner, Customer, Request Category & Closure Category, Summary, Description Text, … Ordered by Reference category and then Raised on I am struggling to get this report to pick up the catalog item, is there a obvious way to do this that I'm just overlooking? Many thanks Hayley.
  21. Afternoon, I am running a report that has the Call Description field in it, When I run the report out to a CSV File The description field doesn't populate the full information, it only shows a small part, however in the data preview section when creating the report it shows the whole description? please see screen shots, is this a bug?
  22. Afternoon all, Just a quick one I wanted to create a measure or widget that reports the top 3 catalog items logged against for service requests and for incidents. I cannot seam to figure out how to get this to report? Any ideas, Many Thanks
  23. Hi I'm trying to pull a report that shows all requests that have not been updated in the last 14 days. I'm using the following custom query but its returning further back than I want. DATE_SUB(NOW(), INTERVAL 14 DAY) Anybody else done anything similar, or know what query I should run? Attached is the screen shot from the report. Thanks Chris
  24. Is there an timescale for the inclusion of report scheduling facility into the platform reporting capabilities? Cheers Martyn
  25. Hi I have a report that runs between two dates looking for all open, on hold or closed tickets, but I also need to check to see if there were any calls that are still open from a previous date that are carried over. So example, I run the report for all calls open between July 1st to August 30th Then I need to check for any open calls between March to June 30th as these need including in the report. Is this possible? Thanks Chris
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