Joshua T M
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Posts posted by Joshua T M
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@Victor Thank you!
Unfortunately we were unable to get to https://status.hornbill.com/ to check so we were well into panicking.
Josh M
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Hi All,
At 15:08 on the 02/07/2019 there was a global outage of the hornbill service including it's website. This lasted for roughly 5 minutes.
Can you please let me know why this occurred and whom we should contact should this occur again?
Many Thanks,
Josh M
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Hi @James Ainsworth,
Unfortunately I require more information, we need to effectively know what we should be passing for each of the parameters as the documentation doesn't show any types and unfortunately as we have found in the past not all fields are "optional".
If someone could create a basic example that is known to work and return the relevant JSON we would have a better understanding. Would one of your team be able to provide this?
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Hi All,
Would you be able to let me know the expected attributes for the parameters of the API call below -
https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=getCustomerRequests
i.e. Should the Customer ID just be passed as a number, What format should the "Query String" be..? etc.
Can you also double check the optional parameters are indeed optional and the order is correct?
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On 3/21/2019 at 5:27 PM, Victor said:
@Joshua T M running queries against the DB is a very bad idea. I do not doubt the expertise but mistakes can happen so easily ...
Instead of this why not running a custom made script that invokes Hornbill APIs? For example, you can use https://api.hornbill.com/mail/?op=getMessage to retrieve the message and then you could make use of https://api.hornbill.com/mail/?op=moveMessage. To move the message where it needs to be moved you can use https://api.hornbill.com/data/?op=entityGetRecord for the "Organisation" entity, which will retrieve organisation information including the values in custom fields as well and allow you to process only organisations an/or emails that you want to process...
Using APIs will ensure that you don't accidentally break the data referential integrity.
Hi Victor,
I wholly agree with you and appreciate the options you have provided!
Looking at my other posts the API has been a nightmare to configure for other uses, I'll give the above suggestion a go now.
Thank you!
Josh M
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Hello All,
I'm looking to implement the below query to run on a schedule to automatically move specific mail in our mailboxes to sent and deleted items; this is related to how we organize the mailboxes.
-- Move Sent and Deleted emails
UPDATE h_msg_messages, h_sys_organizations
SET h_msg_messages.h_folder_id = h_sys_organizations.h_custom_11
WHERE LOCATE(CONCAT('- ', h_sys_organizations.h_organization_name, ' -'), h_msg_messages.h_msg_subject) > 0 -- Look for '- Name -'' only in subject
AND (h_msg_messages.h_folder_id = 113 OR h_msg_messages.h_folder_id = 114) -- Support -> Sent & Deleted Folders
AND h_sys_organizations.h_custom_11 IS NOT NULL -- Must have a valid folder
AND h_sys_organizations.h_custom_11 <> 172 -- Ignore organisationCurrently the script is ran manually however having a feature to run this automatically on a schedule would be ideal.
Thanks!
Josh M
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Thanks @Steve G,
That got us up and running, thank you!
We need to make one final API call for the attachment details located inside the requests, unfortunately their are several API entities that have the description to fulfill this.
Do you know which one in particular we should look at first?
Thanks again for all your help.
Josh M
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@Pamela Any movement on this?
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Hi, @Steve G, @David Hall,
Do you have any thoughts on the above?
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Hi @Steve G, @David Hall,
We have now started work on the activityStreamQuery API, unfortunately the below is being returned with no other data -
result = <?xml version="1.0" encoding="utf-8"?><methodCallResult status="ok"><params><visibility>public</visibility></params></methodCallResult>
This is our code -
xmlmc = new XmlmcService(instanceName, serviceEntryPoint, davEntryPoint, apiKey); xmlmc.AddParam("activityStreamID", hornbillRequest.h_activity_stream_id); xmlmc.Invoke("activity", "activityStreamQuery"); result = xmlmc.GetResponseXML();
This is the Activity Stream ID being provided as hornbillRequest.h_activity_stream_id -
urn:buzz:activityStream:8190e864-13b2-4582-910f-4a6533e0efe9Other values -
private readonly string instanceName = "strumissupport"; private readonly string serviceEntryPoint = "xmlmc"; private readonly string davEntryPoint = "dav"; private readonly string apiKey = "Correct API Key...";Any idea why this is not returning anything other than the result above, our test request contains updates visible to both "Customer" and "Team"?
Many Thanks,
Josh M
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Hi @Steve G,
This is extremely helpful thank you. Unfortunately we could not find a link to the types directory on the root API page which would have been a tremendous help initially.
Thanks again,
Josh M
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Thanks @David Hall,
We are looking to create a viewing tool for other departments within the business so they have an overview of incidents and requests made per organisation/contact using the request ID (IN0000001).
I believe we have virtually achieved this however due to the poor API documentation we are struggling to identify options to use with parameters. A prime example of this is we are now stuck with what the "orderBy" options are...
xmlmc = new XmlmcService(instanceName, serviceEntryPoint, davEntryPoint, apiKey); xmlmc.AddParam("streamId", hornbillRequest.h_activity_stream_id); xmlmc.AddParam("orderBy", "?????"); xmlmc.Invoke("apps/com.hornbill.servicemanager/Requests", "smGetFullActivityStream");
Can you please provide these options?
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Unfortunately we are still getting the below response with a "count" of 0 and a FlowCodeDebugState -
<?xml version="1.0" encoding="UTF-8"?> -<methodCallResult status="ok"> -<params> <queryDataJSON>[]</queryDataJSON> <count>0</count> </params> -<flowCodeDebugState> <step>56c2f640-60a6-4921-9974-3ecb9a26b1d2</step> <executionId>4328c7e4-d442-4513-a310-5fb3d3b7cb6d</executionId> </flowCodeDebugState> </methodCallResult>
The code as is -
xmlmc = new XmlmcService(instanceName, serviceEntryPoint, davEntryPoint, apiKey); xmlmc.AddParam("queryName", "getRequestHistoricUpdates"); xmlmc.AddParam("requestId", requestID); xmlmc.AddParam("rowStart", "1"); xmlmc.AddParam("limit", "99"); xmlmc.AddParam("resultType", "allData"); xmlmc.AddParam("returnPrivate", "true"); xmlmc.AddParam("updateOrder", "DESC"); xmlmc.Invoke("apps/com.hornbill.servicemanager/RequestHistoricUpdates", "read"); result = xmlmc.GetResponseXML();
We are actually looking for the attached which is all the updates for a request in this case our test is (IN00001160), please let me know if we are looking in the wrong place.
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Hi @David Hall,
Can you please let me know the arguments for all the parameters. It also seems like restType is required not optional and we have no idea what to pass here either!
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Hi Dave,
No problem, thank you for coming back to us!
I'll have a go now and see what's returned.
Josh
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If returnPrivate is not optional then what is the operator for it? Should the argument be y/n 1/0 up/down...
returnPrivate xs:string optional Choose whether to return private update entries -
Hi All,
Any further help with this? I appreciate it is the holiday season.
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Hi @David Hall,
I’ve updated the Hornbill code to test the “getRequestHistoricUpdates” queryName but I’m getting an exception thrown in the xmlmc.Invoke method.
This is the code and below is the exception message -
xmlmc = new XmlmcService(instanceName, serviceEntryPoint, davEntryPoint, apiKey);
xmlmc.AddParam("queryName", "getRequestHistoricUpdates");
xmlmc.AddParam("requestId", requestID);
xmlmc.Invoke("apps/com.hornbill.servicemanager/RequestHistoricUpdates", "read");
Exception:
Hornbill.RequestFailureException: 'FlowCode Exception (com.hornbill.servicemanager/entities/RequestHistoricUpdates/fc_ops/read): nodeName: Run Query; nodeId: e966dd79-fdb9-42bc-bf63-a1dde3b92b70; At 290/1: "Uncaught EspMethodCall::invoke: Operation[data::queryExec] queryParams validation error: The element <returnPrivate> was expected at location ''"
throw(e);
_fc_node_exec_e966dd79_fdb9_42bc_bf63_a1dde3b92b70'
Do you have any idea what may be the cause of this exception?
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Thank you David! Huge help.
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All,
We are looking to run a query involving requests for historic updates - https://api.hornbill.com/apps/com.hornbill.servicemanager/RequestHistoricUpdates?op=read. Unfortunately our API call does not complete as a "queryName" is required as well as the requestid.
Our other arguments do not use this parameter. Could you provide some context to what the "queryName" is or what should be specified? I imagine it is something quite simple.
Many Thanks,
Josh M
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Thank you for letting us know these options exist! You are quite right that the logo's displayed from the Font Awesome libraries will work 99% of the time in the majority of instances however we were hoping to manually add our own logo to the service so the first thing our customers see is the individual product branding.
Either way thank you for the response, we will look into seeing if we can have our product logo's added to the library.
Joshua Mordecai
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Hi All,
We are currently looking to implement our own company branding to each service we provide via the customer and service portal, as it stands we are only able to display predefined logo's from a drop down list as per my screenshot.
Can you please let me know if there is some other way for us to upload a logo or if this has been requested previously? (I cannot find anything immediately on a quick search of the forums).
FAQ - Translation of FAQ changes "Default" language
in Service Manager
Posted
Hi All,
We have noticed a bug when creating translations for our Default English - British FAQ.
When the translation is saved (French, Arabic, Chinese) it causes the default FAQ language to be backwards translated and changed.
For Example - A change was made to the Chinese translation, causing the default FAQ to be changed to "2017 year" rather than "2017" and "twenty one" rather than numeric "21". Changing the Chinese translation did not affect any other FAQ's aside from the default.
Please let me know if this is by design or if the default template should not be amended when making changes to other translations of the page. If you require further information please let me know!
Josh M