Victor

@HHH this has been fixed in build 1042.

Obviously, after you updated Service Manager application to build 1042

@Paul Alexander if you apply the workaround suggested in the other thread the BP should no longer fail on new tickets....

@SJEaton can you PM me the service name and the name of the test contact? I'll have a look and see what I can find...

@Paul Alexander as @Chaz mentioned we should have a fix hopefully before noon. Meanwhile, there is a workaround you can apply until the fix is deployed. Have a look at this thread:

@Alex8000 did anyone made any changes to you mailboxes recently? I can see the following error in the logs: Operation[mailadmin:sharedMailboxGetInfo] The specified mailbox 'Panas Service' doesn't exist on the system This suggests this mailbox existed and someone removed it renamed it. Can you confirm thsi, please? Can you please also check the current value for the below application setting in your instance? It should not be empty, it should contain the name of the notification mailbox... Regarding your call to our service number, I'm afraid we don't have a support telephone number and also your organisation is not subscribed to a Success Plan which would give you access to raise a support request with our service desk.

Hello Everyone The latest build of Hornbill Service Manager (1040) has been released to live.Change Log for this release are as follows: New Update multiple Requests from the Request list Change Who an email is from is now included in the timeline for actions performed by Auto Responder You can now add more than one Connection to a Request Fixed issue with action buttons in Request List by representing with icons and added tooltips Added feedback when adding multiple requests to boards in the requests list Showing a user's handle instead of their ID when viewing the list of members of a board Fix Escalation action did not always set currently selected priority If there were no approved authorisers available the action would just show a loading icon instead Filtering a board by a user could cause the list of users to look empty The HUD would not show for Change Requests in the Portals Only showing ordering options in the Portals if there are more than one Known issue available Unable to modify Service Details access value to private Request and Closure categories would display differently when viewing a Request and when changing the category Customer's Site is not populated in a request, if raised through Auto Responder Basic users can now be added as Connections to Requests in the BPM The source for Requests raised through AutoResponder rules is now set to Email with a link back to the original email Could not raise a Requests where attachments contained the word "session" in their name Activities against a cancelled request are not cancelled despite enabling the App Setting Marking Response or Fix Timers for deleted Service Levels would error Numeric fields for Assets would allow other characters Improved the ability to handle restarting a broken Business Process due to Mailbox rights You could not log a Request through the Portals with an attachment if the file name included a '\' character Service Level indicator for a cancelled Request is now grey Improved performance of the Asset details page Improved Asset details for smaller screens The list of Assets would compressed when switching between types Choosing multiple organisations in a View would cause the same name to appear for each one Display issue when viewing a Service with a deactivated business process Improved formatting, introduced more options and made the description for bulletins optional AutoResponder actions will now attempt to continue the Business Process Links in Customer / Raised by section are opened in a new tab Deleting a Service will no longer affect the details of a Request You could not create a view with more than one reference Bulk actions now shown in the Request list when using the quick filter If you filter the timeline your preference is remembered as you move between Requests SLA separator on a Request no longer displayed when there are no Service Levels You can now paginate through the list of available Requests when applying an Email to a Request The wrong counters were shown in the Request List when the default view had been unset manually Unable to sort request list by department Requests scheduled longer than a month were not displayed in the Change Calendar A newly raised Request would not always appear in the "Apply Email to Request" popup When raising a Request from an Email it was incorrectly truncated in Progressive Capture The Contact Search form wrongly pre-populated in Progressive Capture Edit button now longer out of it's container Any supported icon can now be used when defining a Service Service Levels of a Request updated through the BPM were not re-calculated The log for a Board now supports wiki markup The owner's user ID was shown instead of their name when printing a request Mentions are now formatted correctly when printing a request 'Wait for Closure Category' BPM operation would not work without resolving or closing the Requestion first Raising a Request from a post with an image now includes the image in the Request's description When creating a rule for Corporate Service Levels the list of Catalogs items was empty, now showing a list of all available Catalog items Link Requests action included Cancelled requests If you delete a priority, it will now still show in the Request List and Details if a Request was still using it Items with long names would not appear correctly in Views when creating or editing them It was possible to update a Request with higher visibility option than you were allowed to see Timeline update for adding a Connection was incomplete if a User's handle contains a parentheses Removed blank space under the Request list when revisiting page Canceling a request from portals did not work if the Request was on hold When the teams supporting a service is changed, views were not restricted correctly Wrong labels were shown for the buttons when uploading attachments in Progressive Capture Warning message now shown when trying to view a board not shown with you instead of a blank page Attachments with a long file name in Self Service could not be added to a Request If a team no longer supports a service but a request is no longer assigned to them, the assign tab will no longer be populated with the current owner's details Clicking on the OK button after raising a Request from an email now takes you back to the list Not all validation errors were shown correctly in Progressive Capture forms Emails are now marked as read when a Request has been raised from it No timeline entry was made containing the 'On Hold Until' and 'Reason' when placing a Request on hold via BPM Portal search results no longer open in a new window and the back/cancel buttons will work as expected Text based criteria in views, such as the summary, will no longer be combined which made it difficult to edit existing views Videos were not displaying in the Request details solutions tab No link available to an Email in timeline when an email was sent from the Request details page The embedded info for requests in an activity stream will show the summary as 'undefined' if it is empty If a bookmarked page is no longer available in the Portals, it will now default to the first available tab Breadcrumbs showing the team's ID instead of their name in the admin tool Removed hardcoded text being added in attachment description when raising request with an attachment Request details are now updated when the request is modified through BPM without updating Timeline Could not copy an existing view if view does not support a value in the third column (is empty/last 7 days) The value of a Connection Types with a long name was truncated in Connections section of a Request Filters in Requests List were not reset when applying the Home view in the Mobile app Only having the "Service Manage" role would allow you to view the details of a Service, now available to any role with the appropriate rights There was no warning that the Service Level would breach when changing the Service Level associated to a Request The pop-up for resolving Linked Requests would remain open if a Request cannot be resolved The Save button is now disabled unless the criteria for a View changes Was not always possible to reference Request ID from BPM Get Request Information operation When resolving multiple Requests the summary is not properly truncated The clear option next to the Category Selector would open a popup instead of clearing the value The active tab was not always displayed in the Portals Unable to perform Asset Global Search due to error in stored query Asset Management User now able to use Asset Global Search You could not see who you had shared a View with When raising a Request through the Portals, it was possible that you wouldn't be directed to the Request view The counters against Services in the Portals will now update when Requests are created or closed Global Request Search now available when no Services are defined in Catalog Portfolio When linking Assets with similar IDs to a Request, it could sometimes fail to do so If you had the 'All' option selected in your default request list view, it would like no request types had been selected

@Dan Munns @DeadMeatGF is an outstanding issue where the latest build for applications (anything which requires a manual update) is not displayed in the change history... and yes, similar issue with update history for apps in app store....

@DeadMeatGF @Awalker just to give you a bit of reassurance, if by any chance, an update does encounter an error and not completes, it will appear as "uninstalled" but it does not affect any data or existing configuration. For example, not that I recommend it, you can uninstall/install an app at any time, you will notice that once reinstalled you will have back all data and configuration. But I agree, not a cool thing to experience @Awalker Good to hear that all is ok with Service Manager. The option to update is most likely there because the previous update did not complete successfully, but you have installed it back so it means everything you need is there... we're investigating to see what went wrong during the update.

@chriscorcoran @Dan Munns this information is also available in the admin tool. You can use the list to see the notes for Platform, Collaboration (Core) and applications.

@Awalker we're investigating this now. If you haven't done it already, you can safely (re)install Service Manager, no data is lost or changed...

@chriscorcoran If the reply is sent from the request (using "Email" action) then, no. As an alternative, you (the analyst) can open the email using the "View Email" option, which will open the email in Email interface, where you have the "Reply to all" option. Doing this will not automatically add the email to a request because the reply was sent from the email interface, not from the request. As @Dan Munns suggested, if you CC the support desk email, you would need to have a routing rule to (automatically) add this email to a request.

@David_Wilson the SLA is assigned to a request based on the rules defined for the SLA and service levels. Have a look at these wiki articles and let me know if they provide or not the answer you were looking for: https://wiki.hornbill.com/index.php/Structure_Service_Level_Management https://wiki.hornbill.com/index.php/Corporate_Service_Level_Agreements https://wiki.hornbill.com/index.php/Service_Level_Agreement_Rules_Builder

@SJEaton sorry for the delayed reply, I am a bit late here ... but yes, it would be the same node logic for all other custom fields storing dates. For reference, in case someone else finds this thread and/or is interested in teh solution, this is how it was done (date format changed) via the BP using iBridge integration nodes: First, have an "Integration Call" node to convert the date value stored in a custom field (let's say Custom A): Second, have an "Update Request" node, for custom fields, which updates the same custom field (in our example Custom A) with the converted value (which is the response parameter from the Integration Call node): You should now have the converted value in your custom field!

@Michael Sharp currently the email nodes for external addresses work with only one email address I'm afraid. So yes, you would need to use multiple nodes or have a distribution list created for these email addresses...

@SJEaton Yep, you're right, it didn't work, I put the wrong date formatter there ... Corrected this in the copy process. Can you give it another try?

@SJEaton there is a copy of the BP, named: HR Request to Increase the Pay of an Agency Worker (Control 3) - Copy . Is ready to use, can you give it a try? I suggest using this BP for tests, to see if it works (if it does what you need) then you can do the same in the original process... EDIT: currently it only formats Custom_G. If the test is ok for this field we can do the same for other custom fields storing date/time values...

@SJEaton the date/time convert functions (the ones that convert a date/time to a time zone or a format) only work with date/time fields. Hornbill would not know what value you store in a string (VARCHAR)custom field if is a simple text or a date time... as @DanielRi said this is something that should be catered for in a future update. This being said, thanks to @Trevor Killick for pointing this out, as a workaround you can use Hornbill Integration Bridge to convert the value in the custom field to a specific format. If you tell me the BP name on the requests where this email is being sent I can quickly draw it to show you how it works...

@SJEaton if the date is stored in a custom field it will be stored as string using the database format (UTC) for date/time values: YYYY-MM-DD hh:mm:ss. Once the value is stored in a custom field, it can't be converted to any time zone or date/time format as it is (now) a string. In your above posts, I have removed the attachment and edited email addresses and telephone numbers as it is considered confidential information which should not be made publicly available.

@nasimg just to clarify this a bit (mostly for us) the issue that @ArmandoDM reported to the dev team is where actions on a request are locked (e.g. assign) but an analyst can still do the action via the popup displayed when hovering over a request reference in request list view. This issue is indeed on our dev team "to do/fix" list. The issue @ArmandoDM suggested to be raised to the attention of our support team was the one where you mentioned the screen does not automatically refresh after a BP action, you would need to refresh manually (using F5)...

@DeadMeatGF @m.vandun @Melissa Gurney once the BP auto closure node creates the "Closing" event, there is nothing that will cancel it.... The event will trigger at the designated date/time... There is some work being done by dev team in this area to cater for these events if the request status changes (to open or cancel for example)

@Lyonel not sure if you are aware, we deployed a patch to address the issue you raised. Please update SM to latest build to have the issue fixed. Once again, apologies for the inconveniences caused.

@Paul Alexander could be an issue with the SSL certificate, as the message suggests "SSL certificate problem: self signed certificate in certificate chain". Can you see if you can maybe fix the self-signed certificate issue (I think there are some articles online about this) and then give it another go?

@DeadMeatGF good stuff!! ... although I think I have tried this with some other "broken" BPs and they still had the issue... but definitely something worth trying to see if it fixes it...

@DeadMeatGF if nothing confidential within the BP, can you post it here and we can have a look...?