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  1. Hello, I am very new to Hornbill so apologise if this has already been cover but i wasn't able to locate anything. How do I report on Customer Feedback? I am wanting a report that shows the star rating and the user comments and can't not locate how to add the star ratings. TIA Julie
  2. I have created some that show me a count of active requests either per day, week, month etc. Q1. All I want to see is a trend of calls sat with a particular team in a line for a period of time. Am I right in understanding that these cannot resample retrospectively because request status is a snapshot? Or is a change in request status timestamped in the DB and therefore measures can look back in time for an accurate count of total requests in a teams queue for that period. Q2. I have created a measure as above for the whole of our depart
  3. Trying to get an accurate report for ALL requests that at some stage in a request lifecycle have been assigned to a team. Not fully confident that requests included in reports that just have the filter "team is" as I am not sure if this factors requests that have touched that team at some stage in their life cycle or if its only including requests that have: Been logged directly against that team initially as per BPM. Teams have interactions with requests but are not the team that the request was initially assigned to in the BPM or they are indeed the team that resolve the request but it
  4. Morning All Hope you are safe and well. I have created a report and one of the fields it brings who a task is assigned to, the field is 'Assigned to' from the h_sys_tasks table, however this brings back a staff id, not the staff name. How am I able to bring back the staff name please? Thank you in advance.
  5. Hello, I am trying to create a report that runs on a daily basis, for changes that were authorised during that day up until 16:15. I would then set the report to auto run at 16:20 each day uploaded via document manager. Our change process is very mature, so standard and Normal with an impact of minor - do not require CAB approval. As there are different processes different changes follow I wish to create reports that are as efficient as possible. I have looked at the change requests table, and there doesn't seem to be any option in there for the word authorised. After havin
  6. I would like to search for potential duplicate requests by running a report in Hornbill using the CSV to pivot the data and review requests linked to an asset. To do this I need to include the table that linked assets reside. I cannot locate it using database direct, can anyone help? I currently have requests table linked and would like to table join the associated linked asset to a request.
  7. Hello, I am currently looking into the In-App reports and have a few questions. When i run the First Time Fix report, 100% of my tickets are not showing as achieved. what is the logic behind these so that i can see why my tickets are not being flagged as FTF? Also I can see that the report 'request Incident Response Time by service Level' is available, but how can i customise this? so that i can filter by team or service? Again, the same goes for open tickets by age, i want to filter this by team/analyst Can we filter any of these report by date? Do you ha
  8. Hello all, I have a dashboard view currently set up, where a colleague is able to extract all smartphone requests captured in a month. Currently a colleague from the Procurement team, goes through all tickets, to find the cost code, which is a question in the progressive capture of the catalogue item. What would be handy to save the Procurement team going through each ticket manually, as on average there is around 100 per month, if I can add the cost code field into the report so this information is pulled into the Excel Spreadsheet extract. Would be keen to know if this is
  9. Excuse my limited sql knowledge. I am trying to run a report in the reports module against outstanding requests older than X days. The preset variables do not allow for this specific detail so I would like to use the "customer criteria" option but simply pasting in some sql doesn't seem to be working for me. Is anyone able to help. Using this SQL. h_datelogged < DATE_SUB(CURDATE(), INTERVAL 30 DAY) and configured as per attached. The report is still resolving requests logged in less than 30 days in this example.
  10. Hi Is there a way to report on the stage checkpoint of a ticket? I have the requirement to report on what stage a group of tickets are at, but cannot find a table that might contain the info Thanks Darren
  11. Good morning! I was wondering if there was a way of pulling requests into a report based on whether they mention a keyword? At present, we have a number of 'movement of item' requests that relate to a specific system we use inhouse. The supervisor of the team (who is a user, not an analyst) would like a report created so she can see how frequently her team are logging requests related to the inhouse system. As the progressive captures are fairly generic, there isn't a question on the form which says simply ''Is this related to XX?'' as for 80% of the work it would be a redundant
  12. 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?
  13. Hello, I am trying to create a report to pull out the next days changes but within the reporting tool i cannot see a way of getting only the next days data. If i use the end of day variable this will pull out all future changes. Does anyone have any idea how to only pull the following days data. Thanks.
  14. We are looking are creating some dashboards which show the Requests raised against each service for the last week, which we have successfully created. We are wondering if there is a way to overlay weekly averages so that we can see if these requests are higher or lower than previous weeks. Has anyone done anything like this and how was it achieved?
  15. 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 / Resol
  16. If a job is closed/resolved/cancelled then it clears all sub-statuses. Therefore when trying to run reports, we are unable to see whether a job has been on-hold and how long for if it is now closed/resolved/cancelled. In some instances, a job has clearly been on hold, e.g. the SLA for the job was 5 days and says met, however the job was resolved 3 months after being logged. The only way to delve deeper and find out how long the job was on hold for it to search for the job itself in the analyst portal, which is impractical when looking at reports for thousands of jobs. I believe this was r
  17. Morning all, Since the last manual update all of the charts we have on "My Dashboards" have gone blue? If anyone else experiencing this issue and is there a way to resolve it? Hayley.
  18. Whilst trying to diagnose some discrepancies between the number of rows returned via a measure and a report, I though I would try running a report on the saved columns held with the measure by using the 'Measure' source option in the report designer. However the output is not quite what I was expecting. The measure in question captures the data ranging column (example below is date_logged - h_datelogged) as the second column value, so entering the same period as the measure sample into the report, I get between 3 to 4 times as many rows returned with duplicate rows, but not necessarily ident
  19. Afternoon all, I am trying to get a measure to run to show me the percentage of tickets a user has let breach response and also the same for resolve, However no matter what i do if i add the user in i cannot get the measure to come back with anything. I already have one running for IN and SR each month for the department, The below shows response outside SLA for the month So i figured that i just had to change the frequency to year and add a bit in the query to say AND h_resolvedby_username = 'username' But this just keeps bringing back 0 as the results. Any idea?
  20. When setting up a report on a measure, the drop down list of 'Report Measures' is not sorted and there is no filter. This make is quite cumbersome when you have a large number of measures. Can the drop down list be sorted alphabetically as a minimum and if possible a filter option added?. Cheers Martyn
  21. As part of our change process we have a task for CERFs (when a change goes wrong), I am trying to find a way to pull out the task questions and answers that relate to specific tasks e.g. Task Title - CERF form for CHxxxxxxx Questions: Please enter the date that the change took place Give details of any unplanned outcomes What specific actions were taken to mitigate the unplanned outcomes? List recommendations to avoid these these outcomes in the future, including resources required We would then like a report based on the task(s) to display this information clearly so that
  22. Hi all, Has there been a change to reporting recently? Some tables are named as per the database (as I expected), some are using 'user friendly' names (h_itsm_requests only being found as 'Requests' for example) I am making a report which should have over 1100 lines (according to the measure I am basing the report from) but I can only get it to show 103 lines. The filters are identical. @Victor @Bob Dickinson Any ideas??
  23. Is there a way that reports can be emailed to certain addresses after it has been scheduled to run? As an example, we'd like a report detailing our high priority incidents (and call-outs) to certain members of staff and management. This was something that was possible in Supportworks, but I don't seem to see an option to do this? Alternatively, is there a way of emailing a document from Document Manager (after scheduling the report to publish there)? Thanks Lauren
  24. 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
  25. We are in the process of enabling visibility of Change Requests on the customer portal (see post link at the bottom), which will mean our existing change requests which where created before catalog options for changes where in place will be view-able to the customer. Therefore before making this change I want to review all customer view-able comments on the timeline of the effected requests. I can see from other posts on the forum about reporting on the activities, which I have based my initial query on, but there appears to be a missing table relationship between the itsm_requests and t
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