Ann-MarieHolloway

Hi @James Ainsworth Thank you for your response. We had a look at adding a new view, but it doesn't give my colleague the view he was looking for. In the meantime, I have directed him to the Wiki pages at https://wiki.hornbill.com/index.php/My_Activities

Good afternoon, One of our analysts has asked if there is a way to select a new view within the Activities. Is it possible to have something similar to the pane in the Dashboard? The current options in Activities does not appear to cover this request Many Thanks

Thank you Trevor. I'd better get a Change Ticket raised to install the latest update! Ann-Marie

I appear to have an error message when attempting to create new contacts within Service Manager. When I select the + symbol I receive the error I have noticed since creating my latest contact, I have been unable to log calls using their email mfd@ipo.gov.uk, via the email routing rule command fromAddress'%mfd@ipo.gov.uk%' Many Thanks Ann-Marie

+1

Good Afternoon, Would it be possible to get a response on this, as I would love to delegate responsibility for this function to my Service Desk team? Many Thanks

Would it be possible to have an update on this issue?

A couple of users are unable to search for tickets using the global search facility. One user attempted to search for SR0014225 and had the following result: However, when I carry out the search I get the following result: The user searching for the call, is the owner of the call and has the following roles assigned to him: Any advice greatly received. Many Thanks

Happy New Year to you, Would you be able to confirm the security role required to update Service Portfolio bulletins? I have had a read through https://wiki.hornbill.com/index.php/Service_Bulletins but it doesn't mention the level of access required to update the Service Portfolio bulletins. Many Thanks

We had something similar to users requesting us to release mails that have been held by our mailgates. If the user had an out of office alert on and was notifiied that a mail had been held, it would automatically log a call. We then amended the routing rule to subject LIKE 'RE: Mail Held%' instead and this did the trick.

+1 Please add us too. The email notifications are useful for some teams, but as manager of the Service Desk we get inundated. Thank you.

That did it!! Thank you.

Brilliant, thank you David. I'll give that a go now.

I have received a couple of reports from analysts regarding the links within email notifications from Service Manager (please see attached). It would appear the link is not directed towards our instance https://live.hornbill.com/hornbill/iposervicedesk/request/view/IN00005351 should be https://live.hornbill.com/iposervicedesk/servicemanager/request/view/IN00005351/ The first link takes you to a page to authenticate with Hornbill’s Federation Server and not our own, therefore people may be typing IPO credentials into Hornbill’s server (not ideal and obviously a security concern). Would it be possible to have this amended, as analysts are currently unable to open calls from the hyperlinks?

We have received an error for a Service Request raised (SR00013424) - the category has been set, Priority set and assigned to an analyst which means our Response category has been met, however it's still showing as outstanding Error Details Xmlmc method invocation failed for BPM invocation node 's1/flowcode-0662bce6-5eed-e778-16ef-3a19f8deee50': 0200 apps suspendPriority FlowCode Exception (com.hornbill.servicemanager/en...

A few analysts have reported they are unable to search for Change Requests (CH) using the Global Search function in Service Manager

Hi @Victor Do you happen to have an update on this issue, as it is still ongoing at the IPO?

Morning @Victor Are you able to provide us with an update for our issue?

All analysts are currently unable to carry out global searches and are unable to link calls. The page is simply hanging and we are still receiving the error message. Also, our 2nd instance is working correctly.

Hi @Victor is it worth us rolling back and installing each update incrementally?

We have updated Service Manager to the latest version Build 1394, however it has not resolved the search issue

Morning Victor, Is it worth us installing Hornbills latest update, in an attempt to resolve this issue?

Thank you David, We are currently experiencing issues as a result of the last update, which Victor has kindly taken on. It's with the infrastructure and dev teams for investigation. I will add the lastest update to our CAB list

We appear to be receiving an error when attempting to respond to Incidents The call remains in our New calls queue, even though it has been prioritised/categorised/assigned to an analyst. Unfortunately, this is having an adverse affect with our breached call figures and is preventing the call progressing

Thank you Victor, just to add to the issue it would appear we are also unable to link calls.