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Found 32 results

  1. I love the new Service Manager predefined reports however, when I export pie chart reports on a schedule to the document manager there percentages of each slice are not on the PDF like they are when you view in the web front-end clicking on each slice. Can these be rendered on to the exports so we don't need to calculate the percentages when viewing in the document manager via mobile app on the go? I have attached an example, having a total count at the bottom of the source type table would also be useful. Open Requests By Source - Since Go-Live.pdf
  2. The Service Manager In-App Reporting is not including all the columns available in the Request List view 'Export Columns' configuration. In out case at the moment we are trying to get to 'Response Time' and 'Resolve Time', as well as closure category. Columns currently listed for In-App Reporting. Columns missing from In-App but present in Request List Views export highlighted in Blue. Can these column be added in, as they are especially important for reporting on performance on closed requests. Cheers Martyn
  3. Hello, I have added an additional column into one of our reports to see the total onhold time, however I believe that the report shows the time in seconds Would it be possible to have the report show this time in hours possibly please?
  4. 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
  5. 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 raised by another colleague on the Customer Support portal back in April/May, with the resolution stated as a product defect that will be rectified in a later update. Do you have any idea when this will be actioned as it is affecting our reporting?
  6. Morning all, Is there a way to run a report based on the board status of a change? We have a change board in service manager and wold like to run a report showing us what list on the board they are on: I'm sure there will be a feature but i'm not sure how to go about it? Many thanks Hayley.
  7. Hello, Is it possible to schedule a report to run from a specific date each month? we currently have a report that runs at the start of every month, with a date range of last month or quarterly, however we have been asked to see if we could potentially have a report scheduled monthly to run from a specific date (our go-live date 5th July 2018). I know you can use the date prompt however, could we still schedule this report to run or do we have to do this manually each month, as we have the reports in a document library for other users to access.
  8. Hi We need to be able to report on how many times requests have been updated by a customer via the service portal. Previously, in Supportworks, there was updatedb table which enabled us to report on this. Is there a similar table in Service Manager we can use for this? Thanks Lauren
  9. Hi, Is there the current functionality to be able to report on either checkpoints (whether they've been completed or not) OR outcomes of activities? Thanks Lauren
  10. When building a report using the SQL Schema Designer, you might find that you are unable to configure custom column headers. This functionality can be enabled and made available if you configure table aliases for the table(s) used in the report (https://wiki.hornbill.com/index.php/Table/Column_Alias)Note: This does not apply when building reports using Entity or Measure. Custom column header functionality is available in this case.
  11. We have noticed this morning when we create a report the data collection or output formats tabs don't appear after we save them. I can see them in previously created reports and have been able to edit a saved one. The same thing is happening for my colleagues too. Can someone help?? thanks Helen
  12. I am trying to gather more information from the User that has been assigned the Asset "Used By" and "Used.By.Name" are the fields that are available I am not sure how i can link this with the sys_acocunts table? The PK could be the Customer URN but this is not located in the sys accounts Thanks Jamie
  13. Hi Is it possible to schedule reports? For example, run a particular report every Monday at 10:00, in a particular format (e.g. .csv) and send it to a given list of email recipients?
  14. hello, I have made a report which combines a few tables in order to pull information related to Leavers requests, including the assets linked to those requests. Whilst it initially worked, I wanted to get the "Asset Type" name attached to it, so as soon as I joined this table and included the field, the Asset Name column is now sharing the same details as the Asset Type Name column. If i remove the Asset Type Name column, the Asset Name column reverts back to the actual asset name. That was probably confusing I have attached the report definition file... tech-support-equipment-assets.report.txt You can also see the screenshot below: Without Asset Type Name With Asset Type Name As you can see the Asset Name column shares the AssetTypes->Name fields. Can someone assist? Thanks, Samuel
  15. Hi, I have a report which I added Scheduling to, set to Run Once on Wed 7th Feb, although I subsequently set this to Disabled back in Feb. Thing is the report is actually running once a week (usually a Wednesday) every 5 minutes. I now have 63 pages of report history, and 18k+ rows. Is there a known problem with report scheduling please? Thanks Martin ======================= SELECT count(*) FROM h_sys_reports_history where h_fk_reportid = '93'
  16. Hi, It would be useful to be able to merge columns with the same alias in a report. This will allow us to view the same field across different tables in one column rather than it seperating the columns (as per the top screenshot)
  17. Hi all, @Victor (as you are the go to guy for my SQL needs) I have been asked to create a widget to show the average time between a call being logged and the first task being completed. Is this something that can be done? If so.......how? Any help appreciated Thanks
  18. Morning, I am having difficulties with my reports. For some reason, I cant change any longer the status of them from Development to Available to use. At first, it saves and does not return any error. But if I return to the report itself, the modification has not been saved. The same apply to adding column, I add a column, then save the report. If I try to preview the system hang on the loading, and if I run the report the modification did not apply. The other issue is with the Save As. I save as a report, provided a new name. Then I did all the modification required and save. If after that I return to the report nothing has been saved and the new report disappear from the list. Anyone else experienced similar problem? Am I doing something wrong? Thanks, Jmarc
  19. Since we work exclusively with external customers making reports available to them means a lot of extra manual steps to make them accessible. We would like to be able to present reports or dashboards to select customers through the customer portal somehow.
  20. Hi I have a report which shows requests logged date and requests resolved date which shows fine in a preview but in csv format the fields are blank, any ideas? Any seen this behavior before. Thanks Chris
  21. Hi guys, Is there any plan to get a menu or something to analysts via the Service Manager app so that they can quickly access reports and dashboards / slideshows? At the moment, you have this really great set of tools but the only way to access them is via the admin URL, which understandably I am not really keen on sharing with all our analysts. I would be fab if they could have access via the normal front-end to the reports and dashboards we (admins / managers) create. Thanks in advance for any feedback!
  22. Hi, Sorry if the question has already been asked, just could not really find anything in the forum. Would it be possible to "group" analytics objects via a category (filter by drop down list)? At the moment, I have 170 measures setup (95% used, rest is under dev), 119 widgets, 30 reports, etc. The tool is great for that except when it comes to organizing content... I use a naming convention BUT it is still not quite good enough. What would make things a lot easier is to have a field "Category" on which we can filter, as we have for BPMs or PCs. Thanks for your feedback!
  23. Hi, i am just in the process of trying to setup our first reports, in particular I need to create a report for CAB each week to allow viewing of the changes logged for the previous week. I have managed to create a report and when doing a data preview all data appears to be there. I seem to have 2 issues. 1. When running the report and viewing the html version there is no data included in the report only a list of change numbers. However the csv version does include all the data from the change. Why does the html version not include any data. Ideally we need to use HTML as sending a csv file for people to review is not ideal or as user friendly I don't think. 2. As most of the fields are using custom fields -a to q the report preview and csv file does capture the info - but is there anyway to manually change the field headings in the report (see csv screenshot below) as anyone reading the report and seeing custom a for example as a heading it is meaningless - I would want to have the title of the field from the actual progressive capture form. or at least manually add a title to the report when creating it? thanks lee
  24. Hello, I can create a report that will give me all of our calls that have been logged in Hornbill not a problem but when I look at this report it is missing key information about the person who logged the call or had the call logged for them either by auto responder or our helpdesk. This is partly a training issue as the helpdesk are not filling out the information properly but that doesn't help me for my reports. I figured because they fill out the name then I would be able to left join from the requests table to the system accounts table and use the name field as the common field between the two to get the company name for the user. In SQL I would write... Select * From h_itsm_requests Left Join h_sys_accounts on h_itsm_requests.Customer Name = h_sys_accounts.name At the moment I am having to put each table in to excel and doing a vlookup for the reports every month. If anybody can help me then please let me know. Thank you,
  25. I am trying to create reports ie How many tickets logged per year. Can anyone assist please ?
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