Ann-MarieHolloway
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Posts posted by Ann-MarieHolloway
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Good Morning @Victor
I can see our instance is already in the DeBug stage
I can also see the LDAP import started on 19/01/19 at 22:00:03 but did not finish
I'm just in the process of obtaining the import tool logs for you.
Many Thanks
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Morning @Victor
Just to confirm, I have spoken to Joseph Adesina and and Emma Sharman who state they are still unable to search for calls and still receive the 'No Results' message.
We are due to install update Build: 1408 today and I wonder if that may assist in the resolution of this issue?
Many Thanks
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Good Afternoon,
This thread can now be closed. The source of the change has been located.
Many Thanks
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55 minutes ago, Victor said:
@Ann-MarieJones - we (Hornbill) do not make this kind of changes, we never touch customer data... if they appeared now, maybe one of your colleagues created them? Can you check this, please?
Thank you gentlmen, I will make some enquiries and see who has been playing with our configuration
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Good Morning,
We appear to have received a number of 'Select Sub-status' options since the updates on the weekend. Unfortunately, they all appear to relate to Change Requests, rather than Incidents or Service Requests
Would it be possible to amend this, so that we can place calls on hold for a specific amount of time?
Many Thanks
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Thank you @Victor,
I will run this past my managers, to provide you with a response (I'm not sure I can access it from my machine).
Ann-Marie
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Good Morning @Victor
I will liaise with the people who originally had the issue and check if it has been resolved.
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Hi @Victor that is great news, thank you for your assistance.
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Good Afternoon,
I have had a quick look at other topics regarding LDAP import failures, but have not been able to find the same issue.
We appear to have an anomaly with our LDAP import in that a new member of staff (REDWA) who joined the office on 24/01/19 is not in the list of basic users.
It looks as though an error occurred with the LDAP import on 18/01/19, which is the day the AD Account was created
With the details
Other New Starters have been successfully imported during the same period, therefore could you provide some advice on why Richard Edwards may not have imported successfully?
Many Thanks and have a great weekend.
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Thank you @Victor much appreciated.
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p.s. I have also tried hitting the 'retry the last step' icon
but then receive the error 'Failed to get a connection to the server: 10.4.25.13
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Thank you @Victor,
I have taken a look at the business process for New Starter and Staff Leaver process, as these are the BPMs with the errors. The error occurs once the 'Review the details supplied' Activity is completed and the email node that follows is 'Email Multiple External Addresses'
I have checked the email templates in Admin and can see they haven’t been updated since 28/09/18 and are still valid.
I have also checked the email recipients and they are live mailboxes .An example call is
Any advice is greatly appreciated.
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Thanks for the update, it looks like our leaver/starter BPMs could be affected by this as they have the Error Xmlmc method invocation failed for BPM invocation node 's1/flowcode-dd25eaf0-ba90-44c5-4536-27690c47120a':
0200apps notifyEmailExternalAddress FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailExternalAddress): nodeName: Exception; nodeId: acd1ebbe-1cd9-4aed-bf14-50ce53f9a013; At 303/1: "Uncaught FCSException: The email template specified is invalid. Please contact your Hornbill Administrator." throw(e); _fc_node_exec_acd1ebbe_1cd9_4aed_bf14_50ce53f9a013Once the first activity is resolved.
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Hi @Victor,
Thank you for looking into this for us. My first example is Joseph Adesina (as stated at the start of this post), however Lucy Kenward is also unable obtain a search result for IN*14018 (see below)
However, my search brings a successful result:
Many Thanks
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I've had a look through our Service Portfolio and all services are listed as
however analysts are still unable to obtain a result.
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ahhh this may explain why we were able to search for all calls before we installed the update in December.
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Thank you @Steven Boardman that is very helpful.
I'll update our Services post haste!
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Hi @Steven Boardman,
Shouldn't all analysts be able to search for any call?
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Unfortunately, we don't yet have that level of support.
Our user Joseph Adesina (JADES) is still unable to even search for his own Incident, regarding this issue
However my search for the same call, brings back a successful result
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A couple of analysts have reported they are unable to record down time in a Change Request.
CH00015267 is at the stage to record down time, however the option does not exist and is replaced with the text "Initializing form...0.20991744390514233.
However, when I open the call I am able to add down time.
All the latest updates have were installed last week, so we are up to date.
Many Thanks
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Just a quick update, adding " " does not assist in this matter.
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+1 for this
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My apologies if this has been asked previously (I couldn't find a link in my search) but is there a way to search for specific asset numbers when linking assets to a call?
I know % is the wildcard search, however a number of our servers have information in the 'Notes' section, meaning my search will result in 381 possibilities and as only the top 5 results appear in the asset link search, I never get to the asset I want.
I have had a look on the Wiki page but can't find the result for specific criteria searches.
Many Thanks
but then receive the error 'Failed to get a connection to the server: 10.4.25.13 
ahhh this may explain why we were able to search for all calls before we installed the update in December.
Unable to search for tickets
in Service Manager
Posted
No problem,
IN00014018 failed for Emma Sharman
And IN00014372 failed for Joseph Adesina