Ralf Peters

@Chaz @Martyn Houghton Hi, just disregard this , just found the "Never Skip" option on the form, helps to read the Wiki !!

Hi @Martyn Houghton , i know this is a VERY old posting , but do you still have the issue with non mandatory fields skipping in the PC if raised from the Service Request Screen by an Analyst , for us it only works for a customer through the customer portal ??!! Thanks Ralf

Hi @Chaz has this ever been fixed , it still seesm to happen , capture seems to work if enterred by customer through service portal , but if raised by Analyst in the Live portal it still seems to skip through all the question in the PC . Cheers; Ralf

Thanks @Pamela it was just a simple drag and drop in the end

@chrisnutt if it helps , after some advice from Hornbill Support we sorted this by moving the Work Phone details from the Contact details to the Job details section , and it is just a simple drag and drop of the field in the design view of the profile form .

This has been sorted by moving the Work Phone details from the Contact details to the Job details section , drag and drop in the design view .

@Victor our Progressive captures have got Date fields and some have custom fields ( some to enter phone numbers , with regex validation ^([0-9]{11})$ ) date field was not accepting any date as valid selected from the calendar , custom field was not accepting any input as valid , <previous> button unresponsive , only option working was to <cancel>, tried raising request again same issue , log off , log on , try again and input was accepted , browser chrome . Happened at least 3 time yesterday on different Progressive captures .

Hi @Victor would the issue you are aware of also have an impact on other area of the ProgCapts , we had issues yesterday where randomly custom number fields and date fields would not accept any value and lock up the session , the only way to get around it was to log out of hornbill and re-connect then try again .... Thanks Ralf

Hi @Steven Boardman , a little late reply . If the connections are empty will the request fail or just skip it ? Thanks Ralf

Hi @Victor , strange , just check a number of our BPMs all have the action focus set to Auto in Automated Task - Entity-Requests-Suspend-wait for request resolution , all were focusing on the resolution window until yesterday afternoon. if i hover over the info icon of "Action Focus" is says that the default if unspecified is the resolve action ......

Hi @Victor , we are noticing a change in our BPMs since yesterday's issues , in particular , the automated task "waiting for request resolution" , the action focus does not go to the resolution window anymore if left on auto ? Just wanted to check if that is a new "feature" before i go and change them to manual and resolve . Thanks Ralf

ours is gone again too ! unable to assign coult not connect to server error code -1

thanks @Victor seems to be good again

doesn't work for 10 minutes, finally got around to post on forum and website becomes responsive again .

Hi, getting cannot connect to server messages

My understanding of start /due dates are that they refer to in relevance to the scheduled date , it's days hours minutes after the scheduled date , i put my start date to 0 and my due to 1 hour , so when the task is created the assigned user knows by when he has to complete it ..... i might be wrong ...

Hi @James Ainsworth , looks like the "feature" is back today .

@Catherine have you included your services in the view ( add another condition ) ?

@James Ainsworth the problem is/was we raise a ticket from an email , ticket gets logged, the email gets deleted ( moved to deleted folder , can't remember if that was a system setting that does that ) , but the inbox counter counter still shows it has messages when there are none . happened off and on for the last 2 days , but not so far this morning .

Hi, i think it started yesterday , the email notification ( number of new emails indicator) on the top bar as well as the counter against the mailbox folder do not clear anymore after raising tickets from email . Thanks Ralf

@Pamela all fine , issues have not come back, also updated to the latest version last night !

@Pamela just in case you are still investigating ; haven't seen the issue today . Thanks Ralf

Hi, we seem to get a few of "Unable to query results --Invalid session" when the request list tries to reload , we also getting random error when loggin tickets " cannot find user " , then when you cancel and log the ticket again it will go through fine , we also had a few flow control errors and when restarting the process the came good again too . @Pamela these are the issues on of our guys emailed in on Friday . Thanks Ralf

@Pamela yes update went fine this time , multipe request selection is working now as well . Thanks Ralf

@James Ainsworth just noticed that the Update option is now available again ?