Victor

@Stuart Torres-Catmur thanks, just wanted to see if the behavior is the same as the one we identified recently. It is a defect, which has been fixed. The fix will be available in the next Service Manager app update.

@SJEaton is because the BP configuration in the particular scenario followed by this request during ProCap... I can try and explain this here but if it does not make much sense I am happy to go over this in a remote session... What I think it happens is that before "Internal Only?" decision (which is not where I think the error occurs), you have an "Additional External Media?" decision based on answers given in "External Advert" form in ProCap. However, because in your ProCap you selected internal only in the "Advert" form, the "External Advert" form was never completed... so the decision does not actually have an answer to evaluate... We can try/test this hypothesis if you change the "No" branch of "Additional External Media?" decision node into a "No Match". Then run another test request with same answers in ProCap.

@Stuart Torres-Catmur do you have two examples, one where the issue occurs and one where it does not? (I had a look at IN*744, this one seem to be working fine...)

@SJEaton I also need a request reference where the error occurred...

@SJEaton is it a Progressive Capture or BP? I assume is the BP... can you tell me on which request you getting this error, I need to have a look a the BP configuration for it. Usually this error is caused by a decision node which does not cater for all possible outcomes. When the BP decision has an outcome that does not meet any branch criteria, you get this message...

@Sonali is a bit difficult/complex to explain in writing. Perhaps if I create a test widget in your instance which we can discuss it after?

@Sonali have a look on the thread below... Is that what you are looking for?

@SJEaton indeed, you are correct, my apologies... I am, not sure why I did not pick this in my tests, for some reason I was convinced it works if you specify a data provider ... So, for the time being if you try and "Save And Activate" and see this error, just do a simple "Save" and activate from the progressive capture list On/Off button. The issue will be fixed in the next Admin tool update.

@SJEaton what I mean is the data provider is not actually selected... You can create such a custom field (dynamic) without actually selecting a data provider... which is incorrect. This parameter should be mandatory to avoid the error message you get when you try to "Save And Activate". On the example you sent, are you getting the error even if you have "Directorates" selected as data provider? Also, this has been fixed by developers and it will be available in the next Admin tool update.

@SJEaton only happens when you have custom forms with checkboxes or selectors populating values from dynamic lists....

@Ralf Peters upon further investigation into this, we found the reason why the BP fails in your scenario. Basic uses that would trigger such actions in their context need an additional role "Hornbill Authorised Guest". If you add this role to all basic users, the issue should be permanently fixed...

@TrishaRush if your organisation would also like the additional contacts added, as mentioned in the PM, please let us know.

@samwoo we'll have a look ... if this is an urgent issue as you suggested, since your organisation is subscribed to Premier Success plan, you can also raise an incident with our support team via our support request form (https://www.hornbill.com/support/?request/). As you can imagine, incidents raised with support team gets in our attention much quicker than a forum post...

@lee mcdermott yes, we will send you more info on this in the request we logged.

@lee mcdermott right, I think I found why the info is missing from emails... and I think there is an(other) underlying issue that I need to investigate in more depth ...by this I mean Hornbill defect ... It also means I need to log a request with our support team ... can I do this on your behalf or you prefer to use the support form?

@TrishaRush I have sent you a PM. Not sure why Paul address did not work on the support request form... (I have tested it now and seems to be fine) ....

@lee mcdermott I have no words.... I completely forgot about this topic ... No excuse. I will look into this right now.

@Keith we're exploring some options to integrate with PowerBI (made some progress too)...with this, such reports as the one you presented should be doable... but with current reports... you have 4 dimensions here (so to speak)... SLA expectation, SLA Status, Service and Frequency (Months) ... I don't think you can do 3 with current reports, not to mention 4 ... multiple widgets/measures would be the way to do this with current functionality I think...

@Joyce sorry for the delay. Took the liberty to create a test widget in your instance (Hornbill Test - Aged Incidents), hope this is all right... is this what you were looking for?

@Paul Alexander it seems when you update a request manually, Service Manager will also trigger a "process resume" action...which is not happening on automatic updates... ... I'll ask our dev team about this, to see what they think of...

@DeadMeatGF ahh.... indeed (just watched some updated trailers on it, there goes my morning work ) ... I thought (wrongly of course) they will take the story to find out the humanity creators... but taking it toward the Alien path is good as well Although I would not mid to see the Engineers ...and everything about them

@Paul Alexander ermmm.... good question .. I have no idea to be honest, I'll have a look in the flowcode to see if is build to only act on manual updates... I assume you tested this now, do you have a call reference with the test? I also want to look in the logs and trace the flowcode execution...

@DeadMeatGF I've only seen a trailer a while back, but wasn't supposed Covenant to take further the Prometheus story? Which is what happens when David and Elizabeth fly the Engineer ship to their home planet? ... I see mixed info now that Covenant is a spinoff of sorts... I might be talking rubbish since I am not up to date with the news...

I've told you, @DeadMeatGF never place your trust in us. We're only Hornbill. Inevitably, we'll only disappoint you. I really hope not!

@Ralf Peters dev team is looking into this now... almost forgot...if you plan to update SM, please let me know when you do... I might need to put back the fix since it might be overwritten by the update...