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Stuart Torres-Catmur

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Everything posted by Stuart Torres-Catmur

  1. Stuart Torres-Catmur
    Hi folks When requests are logged via hornbill's "I want to book a minute taker" the time selected is not being reflected in the automated emails, appearing to not have taken daylight saving time into consideration, as it is always an hour before. Just to confirm it is just the emails being effected, the actual request details show the right time Basically we have date conversion nodes in the Minute Taking BPM and it seems to be taking an hour off. Is this a system setting / wokflow config we've missed or is it a bug? Please help
  2. Stuart Torres-Catmur
    We are getting this problem as well
  3. Stuart Torres-Catmur
    @Victor We lost connectivity completely for a while on Tuesday around 4:30pm. Our Infrastructure engineer checked and found that there was a time difference between the Hornbill and WF SAML servers. I am wondering whether this may also explain the issue reported on this post (i.e. slight difference causing minor errors). Why one of the servers lost time is a mystery to me at the moment. We'll keep an eye on things, but hopefully this is sorted now.
  4. Stuart Torres-Catmur
    @Victor They are happening today. They occur, we close the application or refresh and most times it is ok second time round. See attached examples of errors and scenarios. 20180212 Hornbill issues.doc
  5. Stuart Torres-Catmur
    @Victor Hetal has just confirmed she can access attachments section since the update. That's one tick at least!
  6. Stuart Torres-Catmur
    @Victor We updated Service Manager to latest build last Thursday morning (8th Feb). Our Service Desk are still reporting intermittent connection errors. It's not unusable, just often and annoying enough to warrant reporting it. I ran the Instance Check. The first time showed 'Initial connection' as 495ms, then retested twice and was more like 30ms. I don't know if that's significant in terms of giving any clues. I've not heard back about the attachment issue yet
  7. Stuart Torres-Catmur
    @Victor Indeed. I'm sure Hetal has had more than her fair share of Star Wars jokes. May the Force be with you sir!
  8. Stuart Torres-Catmur
    @Victor Thanks for your help
  9. Stuart Torres-Catmur
    @Victor Good news. Simple Lists issue is now sorted. h_sys_lists permissions were lacking on that role. I added them in and now users can work on them again. The PCF issue is also sorted so you can close this post now.
  10. Stuart Torres-Catmur
    @Victor SR00019521 I can open the attachments section. Billy cannot.
  11. Stuart Torres-Catmur
    A little while back our service desk noted intermittent connection errors. Other staff then reported that they cannot open attachments. Initially we thought this could be a permission issue, but comparing Billy Perridge's account to Hetal Vadher's account, this doesn't seem likely. Both cannot open the attachment section of the request view. See attached. [Attachments removed]
  12. Stuart Torres-Catmur
    @Victor For reference, the User with the above error was Lorraine Samuels I've also had feedback from Foley Coker saying he cannot create or edit Simple Lists, even though it appears he has the role permission to do so. Sorry no cigar... yet
  13. Stuart Torres-Catmur
    @Victor Rather than create a new role, please could you add this permission to the wf_manage email role? We created this to plug a few gaps already so it would be ideal.
  14. Stuart Torres-Catmur
    Hi @Ehsan Yes that's correct.
  15. Stuart Torres-Catmur
    Hi We updated our Service Manager software on 11/01/2018. Previous update was back in October 2017 so we were a few versions behind by the time January came! Since then, our development community have lost the ability to amend a Simple List (that they created) and can validate but not save a procapture. Please see attached the permission roles they have and the error they get when trying to save a procap. Those of us with SuperUser role can still perform these tasks Please help! :o)
  16. Stuart Torres-Catmur
    Thanks Victor
  17. Stuart Torres-Catmur
    Hi I'm planning to re-index our mail index to tackle missing search items (see attached notice). I've looked at the WIKI page for guidance and seen the descriptions of what each index covers. https://wiki.hornbill.com/index.php/Index_Storage We've got two temp indexes as well (also attached). Please could you let me know what they are for.
  18. Stuart Torres-Catmur
    @Steven Boardman That's spot on. Thank you! I've noted the details on the WIKI. I think we will indeed be turning off the restriction. Kind regards Stuart
  19. Stuart Torres-Catmur
    Hi We often want to assign a mixed group of requests (i.e. Service Requests, Incidents and maybe other request types?) to a given member of our team, but the bulk action feature (cog icon at top of list) doesn't appear. It appears if you only select requests of one type, but vanishes if you choose a variety of request types. This is slows down assigning requests to our team. We also generally feel that the process of manually assigning a group of requests to an owner is rather too convoluted - too many clicks and not that intuitive. Bulk select is fine, but it would be great to be able to do a drag and drop to a given team member or something comparable in terms of minimal clicks/keystrokes.
  20. Stuart Torres-Catmur
    Me too
  21. Stuart Torres-Catmur
    hi @Victor I didn't design the workflow, so to be honest I don't know. Our Change Manager who designed it is on leave currently and the officer covering for him is trying to process incoming requests.
  22. Stuart Torres-Catmur
    Hi Please see attached screenshot. The Workflow in use is ICT Change Process I'm not sure what is going wrong here. Please could you help?
  23. Stuart Torres-Catmur
    Hi Victor We're back on line here. It's running a bit slow, but not crashing. I'm guessing there may be some catch-up work the server is doing that accounts for this.
  24. Stuart Torres-Catmur
    Hi Victor Just confirming we've also been experiencing the same issues. We'll sit tight until we get an update confirming fix has been completed. Thanks
  25. Stuart Torres-Catmur
    Hi folks If the customer has chosen the wrong service/catalogue item and the procap has been designed to identify the catalogue item they should be using instead, 'switch capture' would do the trick. However, where it can't be nailed down to a specific catalogue item and the redirect is to another service where the customer still has to choose, this 'process end, do not log request' cancellation idea would be good. This gets my vote!
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