Bob Dickinson

Hornbill Product Specialists
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Bob Dickinson last won the day on July 13

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About Bob Dickinson

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    Product Specialist
  • Birthday 08/26/1982

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  1. Hi @Joyce To help me investigate this, could you please take and post a screenshot of the criteria you are using for each for me to compare? Kind Regards Bob
  2. Hi @Joyce Try the following (for only yesterdays records): h_datelogged >= DATE_SUB(CURDATE(), INTERVAL 1 DAY) AND h_datelogged < curdate() Hope this helps, Bob
  3. Hi @shamaila.yousaf This would really depend on the set up of your existing system and how you have structured it. 1) Do you have Hornbills formal SLA functionality configured specifically to measure supplier performance? I.e. if you were checking a single request manually in Hornbill, what exactly would you do at the moment to establish quickly if a supplier had met their response and fix targets? 2) We don't have the concept of "Supplier Management" at the moment in Hornbill, so again I'd be interested to know how you have structured your set up to know which assets are linked to which suppliers in Hornbill? Once we have this info, we may be able to look at extracting it from the system. Kind Regards Bob
  4. No problem @Lyonel Just to clarify - you have manually typed "Dashboard Viewer" (which is a security role), saved, and this has granted the access? Without having to create an assignment role as well? Nice workaround if that's correct! I'll be sure to feed this back to the developers though...
  5. Hi @Lyonel Ok there is a shortcut here, with a few steps. The first thing to keep in mind is that Dashboards can only be shared with an Assignment Role (not a Security Role which is what you are creating in your screenshot). So with that in mind: Step 1: We currently have an issue with creating an Assignment Role from scratch (the correct right is not allocated) - but to get around this, you can copy any existing Assignment Role by checking the check box next to it, clicking the "Copy Button" and giving it a new title Step 2: Open the newly creating role (you may want to give it a different Description), and click the "Assigned Users" tab. Here you have an option to add ALL application users. Click on that for everyone to be allocated this role Step 3: To be able to access the Advanced Analytics tile in the Admin Tool, they do need to be granted functional access - but we already have the provided "Dashboard Viewer" role for this purpose. So open that up, and assign ALL your application users to that as well. Step 4: So now all of your Application Users have your newly created Assignment Role, and the existing "Dashboard Viewer" role. Head to your Dashboard(s) and the newly created Assignment Role should be available for selection. Hopefully this will save you a bit of time....let me know if there are any questions. Kind Regards Bob
  6. Hi @shamaila.yousaf Departments are a little tricky to do in Analytics as the tables are stored separately. How many departments do you have? If its not too many, one way could be creating a different widget per department, each with a count. Would this work or are you looking for something different? I achieve the above using the following: The WHERE clause is a bit of a combination of a few of the things we have gone through over the past few days - please see the green underlined part, this is the ID of the department you are measure. The text to copy is: h_fk_user_id IN(SELECT h_user_id from h_sys_account_groups where h_group_id = 'Ares/Finance/') AND h_source_type = 'Email' AND h_datelogged >= MAKEDATE(YEAR(NOW()),1) Kind Regards Bob Switch On Workload.xlsx
  7. Hi @shamaila.yousaf Yes your latest widget looks exactly right - you can also have another widget showing the ones that are breached (h_withinfix=0) and put them on a Dashboard next to each other for a nice comparison. Kind Regards Bob
  8. Hi @shamaila.yousaf No need to apologise - the reporting can be tricky, and looking at your screenshot, it's not too far away at all from what you want so its a great start. To break it down: Status: The four (main) statuses in Hornbill are open, on hold, resolved and closed. So in your example, you only want to bring back the ones that are either in a status of resolve or closed (as all the others are currently being worked on. So to do this: (h_status = 'status.resolved' or h_status = 'status.closed') Service: You have this correct already! h_fk_servicename = 'IT Support' Dates: This is the hardest bit as lists of counters don't offer date ranges by default. But we can be smart with some SQL operations (you can find these by simply searching on Google) and include them in the WHERE clause. So for all requests this calendar year, it would be: h_dateresolved >= MAKEDATE(YEAR(NOW()),1) So if you were to put that all together it would be along the lines of: (h_status = 'status.resolved' or h_status = 'status.closed) AND h_fk_servicename = 'IT Support' AND h_dateresolved >= MAKEDATE(YEAR(NOW()),1) Give this a try and see if that gives you the count you need! Regards Bob
  9. Hi @shamaila.yousaf No problem, happy to help Yes, you can filter out based on Owner, but as users can regularly change (or new people join) you may not want to have to keep updating your widgets. So because of that, I'd suggest to use the Team Name as your filter - e.g. Only show a count for all requests that are assigned to this particular team So to do this, you would add the following to the end of your filter: AND h_fk_team_name = 'IT Service Desk' or if you have multiple teams you want to include in your count, you can use: AND (h_fk_team_name = 'IT Service Desk' OR h_fk_team_name = '2nd Line') With either of the above, it means that any requests assigned to the "Estates" team would not be included in the count. Would this solution work for you? Kind Regards Bob
  10. Hi @shamaila.yousaf I have move this post to the reporting forum. If its as simple as IT Services manage the IT Support Service, and Estates manage the Document Services service - then yes, you could use the service as a filter. So based on your examples you would add either: AND h_fk_servicename = 'IT Support' or AND h_fk_servicename = 'Document Services' This should reduce the count to only show the requests that are associated to each of those Services. Kind Regards Bob
  11. Hi @shamaila.yousaf Looks like you need a final slash on your team name: You have: h_team_id = 'derbycollege/itservices/ITSupport/it_service_desk' But try: h_team_id = 'derbycollege/itservices/ITSupport/it_service_desk/' Sorry about this, its quite picky about being in the correct format! Kind Regards Bob
  12. Hi @shamaila.yousaf I think that your team ID is still incorrect which is why it may not be showing the results. You need to copy the entire ID - you have entered it_service_desk in your screenshot, but the actual ID will probably be something longer like: DerbyCollege/ITManagement/it_service_desk (this is an example - it won't be this, so double check whats on your instance) Have another look at the ID, copy the whole string (if its different) and paste that in your widget - let me know if it works! Kind Regards Bob
  13. Hi @shamaila.yousaf Could you post a screenshot of the Widget and I may be able to see where the issue is and the Filter thats needed to correct this? Kind Regards Bob
  14. Hi @shamaila.yousaf You can have a look at your teams in the Admin Tool via System > Organisational Data > Organisation then filter the list by the Group Type of "Team" and select the support team you are looking to measure. Then within there, you just need to note down the Organisation ID as per the below screenshot Kind Regards Bob
  15. Hi @Lyonel Ah I see - sorry for the misunderstanding. I don't think we have got anything specific to accommodate this in terms of the prompt options currently. I will check internally and come back to you. Kind Regards Bob