Out of the box reporting missing

[Sean Burke]

Hi,

I have noticed that the "out of the box" and custom reports, widgets and dashboards are no longer appearing within the portal.

When logged in to the portal as Home>Collaboration>Advanced Analytics, select any of the the options (Measures, Widgets, Dashboards) there is the message "There are no records to display".

To my knowledge the last reports were generated on the 1st week of September 2016.

Is there a way to check auditing on the portal to identify what has happened to the reports?

 

Many Thanks

 

Sean

 

 

 

 

 

 

 

 

[Victor]

@Sean Burke perhaps you are not looking in the right place? Collaboration does not contain any out of the box reports. Service Manager reports/widgets/measures are located here: Home -> Service Manager -> Advanced Analytics.

[Sean Burke]

Hi Victor,

I have gone to Home>Service Manager> however Advanced Analytics is not there ( see attached)

 

Thanks

 

Sean

[Victor]

@Sean Burke ah... I see, you would need to update Service Manager (current version in your instance is 2.27) to have Analytics visibility in Service Manager. 

[Sean Burke]

Hi Victor,

The reports have been available in the past?

Last reports were accessed the start of September?

Have the reports been removed from version 2.27?

 

Sean

[Victor]

@Sean Murphy no, they have not been removed, but we introduced an internal flag in regards to analytics that controls access and visibility. If your instance does not have this "flag", you will not have access to analytics in Service Manager. The "flag" functionality was introduced in one of our latest releases, this is why I said you would need to update your app to have the visibility and access restored.

[Hornbill Staff DR]

Hi Sean,

 just to add further context to @Victor 's comment, the Advanced Analytics has since become an option in Service Manager where new Hornbill customers can opt to add the Advanced Analytics capability for an additional monthly subscription.

In order to control the visibility based on an Organisations subscription, an additional "flag" has now been incorporated in the application. There's no need to worry as you have been a Hornbill Subscriber for some time, you will actually be experiencing a benefit of Hornbill's "Priced for life Guarantee" whereby the price plan in place at the time you subscribe to Hornbill is fixed for as long as you remain a subscribing customer to that service.

As Victor says, updating your Service Manager App should ensure the Advanced Analytics become available to you again.

If after updating, logging out, and logging in, you still don't have access, please let us know.

Thanks,

Dan

[Sean Burke]

Hi,

 

could you please provide me with details of the upgrade process?

Many Thanks

 

Sean

[Hornbill Staff DR]

Hi Sean,

 Updates are applied via the Hornbill App Store which is access via Hornbill Administration > Add More Apps. Once here you will see a Service Manager Icon with an associated "Update" button.
You can also reach the App Store by clicking the "Update Available" button that appears on the Service Manager card (see the attached image).

Visibility of the App Store is based on the roles you have so potentially you may not have visibility. In that case you will need to speak with your system administrator (If that's someone different to yourself) or log in using the "Admin" user account.

Dan

[Sean Burke]

Hi Dan,

Can you advise if there is an option to run a backup of the previous version before carrying out the upgrade?

Thanks

Sean

 

 

 

[Hornbill Staff DR]

Hi Sean,

The approach to continuous deployment updates work in a different way to the more traditional on-premise software upgrades that you may be used to. The below post may help explain our approach to Application Upgrades, let me know if you find that helpful in answering any queries you may have.

Dan