chriscorcoran

@Victor thanks!

@Victor Thanks for the response, the call ref is IN00017698

Hi Victor, Thanks for the response, the call ref is IN00017698 Regards Chris

Hi I'm see in the following error when resuming a call from paused, any ideas? 240556 2018-02-27 09:11:21 error perf 10852 apps:takeRequestOffHold() Method call results: failure (202137600 B, 461 ms, -2160 kB, 1 ms, 0 kB) 240555 2018-02-27 09:11:21 error scripts 10852 nodeName: Invoke Flowcode: Take response timer off hold; nodeId: 4b8db1a8-c819-4e8f-a86d-b91da1bc609d; At 307/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager/Requests:takeResponseTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold/adjustedTime)" throw(e); _fc_node_exec_4b8db1a8_c819_4e8f_a86d_b91da1bc609d 240554 2018-02-27 09:11:21 error comms 10852 Operation[apps/com.hornbill.servicemanager/Requests:takeResponseTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold/adjustedTime) 240553 2018-02-27 09:11:21 error perf 9596 apps:takeResponseTimerOffHold() Method call results: failure (204374016 B, 112 ms, -64 kB, 0 ms, 0 kB) 240552 2018-02-27 09:11:21 error scripts 9596 nodeName: API Call: Query Timer; nodeId: 3d6f2ad2-d3f1-4646-8843-09e1e53cd6b6; "EspMethodCall:invoke: Operation[time:timerQuery] The specified timer [34215] was not found" 240550 2018-02-27 09:11:21 error comms 9596 Operation[time:timerQuery] The specified timer [34215] was not found 240548 2018-02-27 09:11:21 error perf 11044 time:timerQuery() Method call results: failure (206479360 B, 3 ms, -8 kB, 0 ms, 0 kB) 239427 2018-02-27 09:10:38 error perf 15428 apps:takeRequestOffHold() Method call results: failure (199073792 B, 379 ms, -40 kB, 0 ms, 0 kB) 239426 2018-02-27 09:10:38 error scripts 15428 nodeName: Invoke Flowcode: Take response timer off hold; nodeId: 4b8db1a8-c819-4e8f-a86d-b91da1bc609d; At 307/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager/Requests:takeResponseTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold/adjustedTime)" throw(e); _fc_node_exec_4b8db1a8_c819_4e8f_a86d_b91da1bc609d 239425 2018-02-27 09:10:38 error comms 15428 Operation[apps/com.hornbill.servicemanager/Requests:takeResponseTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeResponseTimerOffHold/adjustedTime)

Thanks all

Hi If I update a priority once a call is logged its doesn't change the SLA, i have to manually update the SLA, is that correct even though they are linked? Thanks Chris SLA.pdf SLA12.pdf

Thanks James, included connections may work but I will need to think about this. Its not a massive issue yet. i will take a look at the BPM to see if I can do anything there. Many thanks for the reply. Chris

Hi, I raised this over a year ago and just wanted to see if there was any new functionality since that I have missed. Basically we have a need sometimes to copy in a general mailbox when a call is raised by a particular customer(s) at present we ask 2nd \ 3rd line to manually cc in the general mailbox contact (I know people having to do manual things :-) ) which is fine but sometimes people forget. Is there any way of having so that when people send an email from the call that it auto includes a second email or that a contact has two emails and the email gets sent to both? Thanks in advance Chris

@Victor yes that's worked, also found this morning that it didn't like square brackets in the report title. thanks

thanks

@Victor Thanks Victor, I'm seeing new issues this morning when I run different reeports I get the following Error --- : Array ( => https://eurapi.hornbill.com/delta/dav/reports/77/(4) MonthlyReport Calls Resolved [content_type] => text/html [http_code] => 404 [header_size] => 464 [request_size] => 210 [filetime] => -1 [ssl_verify_result] => 0 [redirect_count] => 0 [total_time] => 0.026669 [namelookup_time] => 0.004306 [connect_time] => 0.005163 [pretransfer_time] => 0.019978 [size_upload] => 0 [size_download] => 0 [speed_download] => 0 [speed_upload] => 0 [download_content_length] => -1 [upload_content_length] => 0 [starttransfer_time] => 0.026601 [redirect_time] => 0 [certinfo] => Array ( ) [primary_ip] => 172.16.1.22 [primary_port] => 443 [local_ip] => 172.16.1.34 [local_port] => 34744 [redirect_url] => ) 0

Ah missed that, thanks Victor! done a workround Cheers

Hi I have a report which shows requests logged date and requests resolved date which shows fine in a preview but in csv format the fields are blank, any ideas? Any seen this behavior before. Thanks Chris

That's great, thanks Steve.

Hi, We are finally going to start using the change management module in Hornbill, does anyone have a good basic business process which I could build on? Or any suggestions or thoughts around Change. I noticed there was a hornbill example change business process, is it still valid or has it been upgraded a lot since? Thanks in advance Chris

Thanks Dave

Hi I'm finding issues with the customer search lookup on inbound emails. When we raise a request from an email normally it brings up the customer if they are in the database, at present I have to search for the customer. Are there any known issues? Thanks Chris

Some more info. The report works fine and pull back over 15000 if I remove the join to the h_sys_contact table. The issue is I need the column company name which is found in his table, so if I add it back it ignores all internal calls that are logged, I'm guessing because internals don't have a company ID?

Hi I'm trying to do a quick report on all calls in the system but its only pulling back 6154 even though I have increased the limit to 25000. Any ideas? The report is fairly straight forward see filter below. Thanks Chris

Is there anywhere where I can see a list of all the enhancements\features applied to Hornbill service manager over the last 6 \ 12 months? Thanks Chris

Thanks @victor @Dan Munns Both are options we can try. Chris

If I open the email source and do a reply all its doesn't go into the timeline even when I copy the support desk in

Hi We often receive calls from customers with people cc'd to the email. Sometimes when we reply to the customer via email we need to include all those people that were cc'd is there a way to do this? Maybe a way to capture those cc'd in the original message giving the option to reply to all? Thanks Chris

OK thanks

Thanks Martyn, I think its something to do with him being moved from one organisation to another as I can still add him to the view all requests under portal access. Its like its not worked out he has moved?