[Stop the clock on SLA]

@Victor thanks!

[Stop the clock on SLA]

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

[Stop the clock on SLA]

Hi Victor,

Thanks for the response, the call ref is IN00017698

Regards

Chris

[Stop the clock on SLA]

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)

[SLA's and priority]

Thanks all

[SLA's and priority]

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

[Auto CC on email or two emails for contact]

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

[Auto CC on email or two emails for contact]

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

[Report logged date and resolved date missing]

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

 

thanks

[Report logged date and resolved date missing]

thanks

[Report logged date and resolved date missing]

@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

[Report logged date and resolved date missing]

Ah missed that, thanks Victor! 

done a workround 

 

Cheers

[Report logged date and resolved date missing]

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

[Change Management]

That's great, thanks Steve.

 

 

[Change Management]

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

 

[Customer search refresh]

Thanks Dave 

[Customer search refresh]

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

 

[Report on all calls and JOIN on h_sys_contacts]

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?

[Report on all calls and JOIN on h_sys_contacts]

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

 

 

[Hornbill Service Manger Enhancements]

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

[Replying to all that were cc'd on an original email]

Thanks @victor @Dan Munns

Both are options we can try.

 

Chris

[Replying to all that were cc'd on an original email]

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

[Replying to all that were cc'd on an original email]

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 

[Unable to add customer to view all organisations requests]

OK thanks

[Unable to add customer to view all organisations requests]

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?