[Organisation issues]

Thanks Paul. i got something out of it. not the data i was looking for but at least it executed the query.

what i was looking for is a list of all the users who should be apart of the Planning & Development division.

More importantly is working out why they don't pull through to the division group in the first place.

we noticed as we run a report based on closed cases grouped by division and the P&D guys are mssing.

help needed.....

[Organisation issues]

Afternoon All,

Has anyone come across issues with users not being added into the division.

we run a LDAP sync to pull new users in and all other divisions seem to get populated so we know its working.

However our Planning & Development users are not being assigned the division and in some cases not even being added to the parent group of the division which is the Carter Jonas (this is the top of the org group)

 

secondly in the data base direct i tried to run a query to find all the divisions listed to see if out Planning & development appear.

no luck on this to show anything not even 25 lines

can anyone confirm i have written this correctly?

i got the info from the wiki https://wiki.hornbill.com/index.php/Organisation

HORNBILL HINT: Groups are stored in the table h_sys_groups and the types described above are represented by an integer value between 0 and 5 in a column called h_type. These are as follows; 0=general ,1=team ,2=department ,3=costcenter ,4=division ,5=company. The group type may be useful when creating measures, widgets, and reports.

 

 

 

 

[Issues: New Email View in Requests]

Good Morning guys,

 

we have updated and its great to get both functions. However those wanting to use the email function the old way get the following error:

 

Any ideas where id find the {{message}} variable ? i don't want it to affect eh other message template we have as that's working fine ( expect the for spell checker)

 

 

JT

[Routing Rules]

its strange as this was working fine until we tried to be smart and split out the rules to search the subject line for the three types of tickets.

James

[Routing Rules]

Guys,

Please can we get some help to get out head around routing rules

 

we have the following rules in place :

 

the ones we are talking about are the starters- leavers and COD

 

Starters rule expressions 

 

fromDomain = "@ourdomain.co.uk"
toAddress = "ITUserAdmin@ourdomain.co.uk"
subject LIKE '%New Starter%'

 

the templates are setup so send the new ticket to the specified admin team,

however these fall into our main stack.

please confirm the best way to capture the subject lines.

 

 

[BPM fail to assign to team]

i tried to set to manual assign on both and i now get an error BPM process failed to restart

 

Xmlmc method invocation failed for BPM invocation node 's1/flowcode-5c76dc03-4bea-e702-2aec-f7d506ac8046': 0200 apps assignTeam FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/assignTeam): Input parameter validation error: The element <accessToken> was not expected at location '/methodCall/params/accessToken'

[BPM fail to assign to team]

Afternoon All,

does anyone else get the following error> the bpm was working on Friday but fell over on Monday?

So from the start fo the process

 

HR  email over the forms ,The forms are setup in the routing rules to log a new SR in the staff administration group/Team.

The BPM is set out as per below,

 

It crashes out on the assign part regardless of auto or manual. again worked fine on Fridays UAT

[Missing basic user permissions]

Good Afternoon,

We are noticing that new users that are created in Service Manager via our AD sync are missing security roles.

These up until about 2/3 weeks ago where automatically applying to the user accounts

 

• Basic User Role
• Self service Request Cancel User
• Self Service User

Is or has anyone experience the same issue?

[Can't Load next flow.]

i think this was a user error in the end.

i was able to replicate the issue by  raising a new request selecting an SR, and follow the process through to a selection of a service used only for IR's.

it then crashed out on the Category profiling.

interested to hear about the PCF update as this might be related??

James

 

 

[Can't Load next flow.]

 

Morning all,

When we try to log a new tickets we get the following error. It does clear if you come out of the system and go back in.

NOTE: This is note all new tickets its only appeared on about 4 /20 tickets so far

James

[Progressive capture fail]

Good Afternoon,

Another one i have raised with support but have been asked if you guys have experienced the same issue.

So when we raise a new incident using the drop down list on the top right hand side of the requests page.

The progressive capture skips two or three steps, you can get round this by either closing the browser and opening again or by clicking on Raise new request.

My whole IT department gets the intermittent  issue as seen in the screen shot, ( screenshot inc F12 dev tools in Google Chrome)

[Autoresponder and progressive capture]

Good Afternoon All,

 

Another day and another question for you all.

Is there a way to make sure that my team and others cant close ticket down that doesnt contain site or profile code information

the reason i ask is that we have an issue with tickets raised on self service but mainly email (Autoresponder) whereby its doesn't capture any call profiling and if my team miss this as a part of the triage process, they can close the ticket down even though we have the following applied

servicemanager.progressiveCapture.servicedetails.catalogRequired

 but it still comes through like this in the ticket details as rightly so the case logged from email wouldn't know if it was X,Y or Z

 

[SLT issues logged by email]

I have applied the update and we will monitor it over the next few hours.

[SLT issues logged by email]

Morning Dave,

We apply a default linked service level agreement to our services, in the BPM it sets the priority.

its strange that it only affects tickets logged from email.

[SLT issues logged by email]

Good Afternoon,

 

Is anyone else having issues with auto responded emails not  assigning a service level?

we are seeing all emails come in being marked with a priority but the SLT markers are blank and state 

* Response not in use

* Resolution not in use

 

Any ideas if this is a system issue or something that i may have changed inadvertently.

 

[Adding custom attributes]

Thanks Steven, This would be very handy to have all the details on the case.

[Adding custom attributes]

Afternoon All,

 

Please can you advise how we add /amend the customer details table to show the extension ( we use custom attribute 3)

 

 

[Close all linked tickets]

It seems to be fixed, we noticed there's a Resolve linked request button now showing on the PM.

 

[Change ticket type]

Is raining linked requests a way to describe a really busy day with P1's coming in all over the place.

I did notice but didn't want to draw attention to admin making a spelling mistake..

 

[Change ticket type]

Nice one !!

Well that achieves what i wanted my team to do so I'm happy with that.

[Change ticket type]

FAO: Dev team,

 

Are there any plans to allow us to change a tickets type?

The situation I have at present is that tickets raised by email automatically get logged as an IR.

I would like the be able to change the ticket type or have a function where we can mark it in actions to raise new and copy the customer and ticket details into the new form.

 

Is something like this possible?

 

Regards

James

[Close all linked tickets]

Hi Mohamed,

The issue still persists

when we raise a problem and link IR's to the PM it seems that if you close/resolve the Problem the linked/child calls don't close down with it.

Can you offer any advise as to what might be needed in order for this to work.

[Email attachment capture]

Thanks Lyonel...

 

To the Dev guys..

Any change you can look at the feature in the old platform as again another feature that has been lost on this new product that we found crucial as part of self service.

We are offering the option to email in but if we cant get the attachments its not worth us offing it, But it accounts for 40-45% of all cases logged.

can we open a discussion to build this in somehow?

 

@Victor Would you be able to point this to the correct location/person please

[Email attachment capture]

Hi All,

Please can anyone advise if they have come across the following.

So we have it setup that the routing rules auto log emails to tickets for us. This seems to work well with one exception where i can't see any attachments that were appended to the original email.

In the old Support works platform we could see them in the call diary attachments.

Any advise on how to over come this without impacting our users by us keep asking for the original email again.

[Close all linked tickets]

Morning all,

 

We have just closed a PM with 30+ linked IR's but the Child tickets ( the IR's) remain open and have not been updated with the case notes

we have got round the issue by closing down the cases collectively using the new resolve all in "Actions"

I assume this is something i'm missing in the app settings that allows the PM to close all linked IR's