ShalilK

Victor, issue has cropped up again for a more recent service request. SR00000521 was resolved 2/1/18, yet it is was not closed by 'System Internal Context'. Similar requests were resolved on the same day (SR00000522 and SR00000523), yet they were closed automatically.

Victor, I will leave the calls open until you instruct me to close if it helps with the investigation. I will check for any response early next week.

Since 23rd November, the 2 stage closure seems to be working fine. There are currently 27 calls that were not closed via this method, dating from 31st October to 22nd November. I am happy to close these manually unless you want to continue investigating why the calls were not closed. Please let me know.

Hi, is there any outcome on this investigation?

Victor, SR's still in resolved state; 80 to 82, 110, 116, 260, 259, 269 are a few still in resolved state. The BP's are FAC Facilities Service Request V1 MFD Printer Button Request V1 MFD Printer Fault V1

Hello Victor The setup is similar to that presented in the link provided. Nadeem had set this up for us during switch-on. All our business processes have this final closure stage and the majority of the calls are being closed correctly after a period of time if the user does not close the call explicitly. Some calls associated with the same business process are still left in 'resolved' status whilst others have been closed by System Internal Context. Please do have a look at the process configuration and the requests that are still remain in 'resolved' status whilst other have been closed. Shalil

Hi, There appears to be inconsistency with the 2 stage closure process. In all our BPM's we have set up the 2 stage closure process. The process does work as we have many requests closed by the 'System Internal Context' at the set time. However, many requests are still in 'Resolved' state that should have been auto-closed. Any ideas? Can Hornbill investigate this issue? Regards Shalil

Hi, Users are unable to reset their passwords via self service. The password reset e-mail is generated. On selecting the 'confirm password reset' URL, the reset password screen appears. On submission of the 'new' and 'retype' passwords the error "Error Invalid or unknown password reset request" is displayed (see attached screenshot). This was working yesterday without issues. Any idea why this is now failing? Regards ResetPasswordError.docx

That did the trick Conor! Thank you.

Hi Conor, The admin user name and password details are correct in the conf file. To check the validity, I managed to login to our instance using the same credentials. Regards Shalil

Hi, I am trying to tidy up our Hornbill instance before we go live by deleting all service requests. I get a connection error running the hornbillCleaner_w32.exe, whereby I cannot establish the connection to the host (host has failed to respond). Please see attached screenshot. Any ideas on the error? Regards Shalil HornbillError.docx