[Request Category - not Mandatory]

@Chaz @Martyn Houghton

 

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

[Request Category - not Mandatory]

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 

[Request Category - not Mandatory]

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

 

 

[Missing Contact Numbers under Customer Details]

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

 

 

[Customer Details not showing all info]

@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 .

[Missing Contact Numbers under Customer Details]

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 .

[Default values suddenly not being added to the form from Portal]

@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 .

 

 

[Default values suddenly not being added to the form from Portal]

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

[Adding Multiple Customers to a call]

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

 

Thanks

Ralf

 

[[SEVERE] Hornbill instance performance and connectivity issue (RESOLVED)]

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 ......

 

 

[[SEVERE] Hornbill instance performance and connectivity issue (RESOLVED)]

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

 

 

[[SEVERE] Hornbill instance performance and connectivity issue (RESOLVED)]

ours is gone again too  !

 

unable to assign  coult not connect to server error code -1

[[SEVERE] Hornbill instance performance and connectivity issue (RESOLVED)]

thanks @Victor seems to be good again 

[[SEVERE] Hornbill instance performance and connectivity issue (RESOLVED)]

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

 

 

 

 

 

[[SEVERE] Hornbill instance performance and connectivity issue (RESOLVED)]

Hi,

getting cannot connect to server messages

[Schedule Calls to log automatically?]

 

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 ...

 

 

 

 

 

[Email unread counter does not update for Notifications and Email]

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

[Views - not producing expected results]

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

[Email unread counter does not update for Notifications and Email]

@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 .

[Email unread counter does not update for Notifications and Email]

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

 

 

 

 

 

 

[Invalid session errors]

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

[Invalid session errors]

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

Thanks

Ralf

[Invalid session errors]

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

 

 

 

 

 

[Service Manager Update Error]

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

 

Thanks

 

Ralf

 

 

[Service Manager Update Error]

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