[Service Manager Update Error]

@James Ainsworth thank you very much for the detailed responses , i tried to reload the application cache and got  this  red error box   "Failed to send request to cache service"

Thanks

Ralf

[Service Manager Update Error]

@Pamela  So if i uninstall   service manager   through the admin site will we lose our setup / history  ?

 

Thanks

Ralf

[Service Manager Update Error]

@pamela i was referring to  David Halls comment that the update looks like it  was successful and your comment to re-install the product as the update may not have been successful  , hence the confusion .

 

 

[Service Manager Update Error]

Thanks for the replies  .

is there  or isn't there a problem with our instance, your answers are not quite clear on that   ?

uninstalling the APP ??, wouldn't we lose our setup ??

just checked some of the new functionality , multi request selection   doesn't seem to be available , app.experimental.multipleRequestsAction is set to ON .

when i select one  request in the service manager request view  i get a new "Action" button that doesn't do anything, select more then one and it disappears again  ?

No new  info( Video pop-up)  from Harry Hornbill either on new features  ??

 Thanks

 

Ralf

 

 

[Service Manager Update Error]

Hi Guys,

tried to update our version of service manager this morning which was showing as  build 1048 available  .

got an error  " could not access cache ..."  during update process  , i think i must have hit the update button when you were releasing version 1049 this morning .

when i  now  go to the "app store", the update option is no longer available and it shows running build 1049 , update history only shows build 1033  7th August as last update .

 

is there a way of checking that the update was applied  successfully ?

Thanks

Ralf

 

 

 

 

 

[Raising Tickets with attachments and sending notifications]

@Chaz 

thanks for the reply , that's the workaround  we are using at the moment , not ideal though as the accounts user has to   raise the ticked then email the attachment .....

Thanks

Ralf

 

 

 

[Raising Tickets with attachments and sending notifications]

@Gerry

our accounts team is set up as a Full User, the problem we are having is that they raise a ticket, add an attachment to it , the notification email to the customer  does not include the attachement and the customer portal does not show the attachement either.

Thanks

Ralf

[Raising Tickets with attachments and sending notifications]

@Gerry  

Thanks for the reply , i think Collaboration is still a step too far for us  .  I thought there maybe a solution within our current licensing model ??

Thanks

Ralf

 

[Raising Tickets with attachments and sending notifications]

Hi ,

 

I am looking for some ideas .

 

We have a new requirement,  rather than the customer raises the ticket , we want to raise a request against the customer   to get them  to action/respond to a query , mainly accounts issue.

 

So we raise a ticket against the customer ,  enter all the details , attach a document  ...

 

Our current BPM then sends an email to customer using template XYZ that a ticket has been logged.

 

My question is , how can include the document that I have attached during the progressive capture  to the ticket using email template xyz , i can't find any variable referring to it ?

 

Thanks

Ralf

 

[Email attachments missing from logged tickets]

Thanks @Victor

[Email attachments missing from logged tickets]

@Victor ,   maybe it wasn't just the caffeine afterall , checked a few tickets today and found the attachment issue a bit random :

what i am doing is   opening up  the request ,go to the first update on the time line , more action , view email ( these tickets have been logged by an email auto rule )

on the email i select forward  , it opens a new compose windows , somtimes it includes  the attachment some times it doesn't :

if you want to try :

do not include Attachments :

SR00027464

SR00027486

 

Do include attachments:

SR00027480

SR00027412

tried different browser  Chrome , IE    same issue.

Thanks

Ralf

 

 

 

 

 

 

 

[Email attachments missing from logged tickets]

@Victor  I’m sorry  i must have had a moment of poor judgment  :-),I blame low caffeine levels   , when trying it again today the attachments are there . please ignore .

[Email attachments missing from logged tickets]

Hi @Victor,

    is there another application setting that  says to include attachements when forwarding emails , this doesn't seem to work for us at the moment ?

 

ThanksRalf

[Email attachments missing from logged tickets]

@Victor thanks for the reply   on another note do you know why  logging of automated email updates are logged with visibility  of Team only ?

Couldn't see anything in the email rule that would give me that option ??

 

Thanks

Ralf

[Email attachments missing from logged tickets]

On ‎13‎/‎07‎/‎2017 at 4:23 PM, Victor said:

@TonyOb perhaps the discussion below helps to explain why...

 

Hi @Victor do you have a Date for the implementation of  separating  attachment when logged via system responder ? 

I also find that when you look  for it on the timeline ( the email) ,scrolling all the way to the bottom ,  the "View Email" option under "More Actions"  is never visible unless you  scroll down  further once the "more actions" list opens ..

Thanks

Ralf

[Missing Contacts]

thanks @Daniel Dekel

[Missing Contacts]

Hi,

I must admit I haven’t   checked  my list of contacts for a while ,but I noticed today that I am missing a few I added when I set up the system.  Basically I added some distribution groups emails as contacts so I could use them in System emails …..

 They are now missing when I go the contacts screen or email lookup

I tried to add them again  but they didn’t show either.

So I created a dummy  Contact Organisation  and added the emails again assigned to that organisation  , now they are showing .

When I look at the h_sys_contact table, all my old original contacts are still in there.

My question is that something that has changed recently, if yes -  the organisation field on the new contact form is NOT flagged as  mandatory   ?

 

Thanks

 

Ralf

[Viewing Closed calls]

@Rachel Crisp  when you created your view , did you include all services  ?  i found that  when i don't specify all services as a condition i only get  my  "Home" Team /services in the list

[Error in BPM - NotifyEmailContact]

@Victor    FYI : i have added all basic users to the required role ,so should work now even accross updates .

Thanks

Ralf

 

[Error in BPM - NotifyEmailContact]

@Victor thanks for the reply , was that restriction implemented on the 9th May ?  All tickets prior to that did not fail ( for at least 6 month) , the BPM is the same and had not changed, 98 % of tickets were raised by basic users  ??

 

Ralf

[Error in BPM - NotifyEmailContact]

@Victor yes emails were send , it only  affected the Data Selection team Service. 98% of all their tickets are raised through the portal by basic users directly, so there should be heaps of examples :).

last one working SR00024800   09/05  15:56

first one failing    SR00024816   10/05 10:53

 

 

 

 

[Error in BPM - NotifyEmailContact]

Hi @Victor just put a couple of test tickets through via the portal , they seem to work now , not flagging the error anymore

 

SR00024872

SR00024873

 

Thanks

 

Ralf

[Error in BPM - NotifyEmailContact]

Hi @Victor  thanks for checking that so quickly .

 

SR00024863 was raised by me from an email , interesting so it only effects tickets raised by basic users, which were all working fine prior to the 10th ??

Basic user raised ticket via portal SR00024703  as a working example.

i'll get them to try again  and let you know

 

Ralf

 

 

 

[Error in BPM - NotifyEmailContact]

Hi,

we seem to be geting this error the last few days after the 10th may .

 

 

i have checked the contact it is send to , it exists , the email is send

examples are :

SR00024863

SR00024852

SR00024837

SR00024835

SR00024834

this is the only BPM that emails a contact ....

Thanks

 

Ralf

 

 

 

 

 

 

[Co-worker lookup no phone numbers]

Hi @Victor thanks for the help , fully understand what you are saying  !