[R Script Reports - All Failing]

We have managed to resolved the issue 

We ran this command on the R Workspace using CMD

--no-restore

 

 

[R Script Reports - All Failing]

I took the names of our users out of the error. 

This issue is still on going, 

I dont understand why a report for an Asset is showing an error for a CR. 

Maybe our instance is bugged. 

[R Script Reports - All Failing]

All of our R Script reports are showing an error and have stopped working, (Error copied from .Out file)

"Error in load(name, envir = .GlobalEnv) : 
  embedded nul in string: 'Request ID,Cancellation Reason,Category Name,Closed By Team,Closed By Username,Closure Category Name,Date Closed,Date Logged,Date Resolved,Description,Request Resolve By,Reopened By Team,Reopened By Username,Resolved By Team,Resolved By Username,Site,Status,Request Type,Within Resolve Time,Customer ID\r\n"CH00040594","","Change","IT Systems Team","","Change>Completed",03 Nov 20 09:32:30,03 Nov 20 09:10:47,,"TempDB keeps filling OS volume and it should reside on Data / Log volumes",,"","","","","","status.closed","Change Request",,""\r\n"CH00040596","","Change","IT Systems Team: Change Management","","Change>Completed",03 Nov 20 09:25:22,03 Nov 20 09:23:06,,"Exchange 2016 is currently running CU 9 dated April 2018. Functionality within the EAC has now been lost and can no longer switch between O365 and On-Prem.",,"","","","","","status.closed","Change Request",,""\r\n"CH00040690","","Change","
Calls: sys.load.image -> load
Execution halted"

We think it started sometime after 17th Jan 20:00

Working off when the last time we had a successful Request ID. 

This report error is also included on Reports that dont contain any data from the "Requests" table. (e.g. Pulling Asset Data)

 

[Round Robin - Ignoring a specific User]

Assigned the ticket to the user that Round Robin ignores. No Problem 

Pressed the button and it now cycles through and includes the New user. 

Tested on another ticket and its now working. Thanks for your help!

 

I guess this is not replicated with others due to the way we have it set. 

I created a "Service Desk (Round Robin)" Team that contains the Service Desk members included in the round robin assignment. This means the Service Desk Team Leader does not get included (Service Desk Assignment is Disabled) and doesnt need to set his status to "Offline" to avoid the Round Robin. 

The BPM will assign the ticket to the "Service Desk (Round Robin)" Team. Assign its Round Robin assignment and then move it back into the "Service Desk" Team. 

The Team Leader is still then able to take ownership of "Service Desk" tickets. 

 

Thanks again for help

 

 

 

 

 

 

[Round Robin - Ignoring a specific User]

Thanks for that. 

I should have mentioned....

To test it when I was adding other members to the Team. I actually created a Button with an Auto Task BPM to replicate the same process as logging a new ticket. 

I could then press the button several times in a row to watch it go through the Round Robin and assign to different Users. 

Worked perfect on other Users apart from this specific account. I think that account is bugged somehow.  

[Round Robin - Ignoring a specific User]

Thank you for response

Are you explicitly specifying your team name "Service Desk (Auto Assignment)" in the Team parameter for the node? 

          It works for 3/4 of the Users so pretty confident I have selected the correct "Team" 

Do you have the Include Offline Users set to ignore or Yes?

          Its set to "Auto" which is "Yes" according to the Wiki. I could change it but I checked the User who it wont work for and they are 100% Online. I even jumped on that machine and switched the status from their current session thinking it was bugged etc. Still didn't resolve. 

I added myself into this Team and It worked straight away. Checked permissions with other users and identical. Only difference is this person started 3-4 weeks ago and its never worked. 

 

[Round Robin - Ignoring a specific User]

The "Round Robin" is completely ignoring a specific User. 

I have dropped other Users into the Team and it assigns no problem. 

I have checked the following

          User Availability: Available

          Service Manager>Service Desk>"Service Desk (Auto Assignment)" : Enabled Assignment: Yes

They are a fully working User and have been using the Service Manager system for a few weeks now with no issues.

I have changed the status around and "Saved" but no joy 

The account is quite new compared to others so unsure if someone has caused an issue. 

 

Thanks

Jamie

 

 

[Service Manager - BPM Tasks - "Single line text field" showing as "Initializing... undefined"]

BPM Tasks with the "Field Type" as "Single line text field" are showing as "Initializing... undefined" when completing the task. 

Screenshots provided. 

I have rename, readded and also created a new "Single line text field" but it still bugs

Screenshots show clear example

 

[Service no longer visible to Service Desk]

+1

[Hornbill ESP POP3 Read Failure]

I am unsure if what I can post due to security but our Hornbill inbox is receiving an email every minute with the subject

"Hornbill ESP POP3 Read Failure"

There was a problem reading mail from the POP3 account:

 

 

[Service Manager Unavailable]

Same

[Cant create email templates]

I can create new email templates but "Duplicate" is still showing the same message

[Service Manager - Business Process BPM "Functions"]

I am not sure if I have posted in the correct area but....

 

I know its alot of work to implement but I think the BPM functionality would be massively improved if we could create custom functions with an input and output. 

 

The current work around is to import the templates into a stage but these can become outdated. 

Dragging a custom function into a BPM would be extremely beneficial. 

They could be created in a similar way to "Auto Tasks".

I do scripting on the side and so many times I have thought.. "Hmm. I wish i could put this in a function with variables and re use". 

 

Thanks

 

Jamie

 

 

 

[Cant create email templates]

This was working yesterday but this morning I try and create an email template and I get an error message. 

I made 4-5 templates yesterday so unsure what has caused. 

When I "Duplicate" a email template it prompts for the name. 

(I am not using any bad symbols, I tested with clean alpha text)

I just get the error attached. 

I have logged out, Refreshed and tried on a different machine.

No luck

Any help would be appreciated. 

 

Jamie

 

 

[Hornbill BPM "Create New User" - "Home Organisation" Error]

Just confirming. This worked as a work around. Thanks

[Hornbill BPM "Create New User" - "Home Organisation" Error]

I also tried manually adding the customer to an Organisation on a separate node but had similar issues trying to select the Organisation. 

 

Thanks

 

J

[Hornbill BPM "Create New User" - "Home Organisation" Error]

[Hornbill BPM "Create New User" - "Home Organisation" Error]

Hello

I am trying to create a User using the BPM. 

The User creates fine but I cant add them to an Organisation. 

I get the following error when trying to select. 

The specified stored query was not found.

 

Any resolution would be appreciated. 

 

Kind Regards

["All My Services" is showing every case regardless of "Team"]

I am struggling to restrict the view of cases that are logged into a "Team" that the Service Desk Technician is not present in. 

Am i missing something basic here?

I have created a new role that contains the following roles. 

When logged on as this User and select "All My Services".

Every case shows

[CSV Export Format for "Request>Description" is not wrapped]

We have been using the same report for over a year. 

Around 10 days ago the report export starting failing. (It doesnt fail as such but the format is broken and our database failed to accept the new data)

The "Request>Description" field has not wrapped the text and it has broken the format 

XLS works absolutely fine but we use "R" Script so this is not an option. 

 

I have checked the options and "No Wrap" is not selected. I have also tried "Raw" but this does not work. 

 

[Custom Button Error "The User 'Username' has the application privilege level 'basic']

All fixed. Thank you!

[Custom Button Error "The User 'Username' has the application privilege level 'basic']

I added a custom role called "BPM: Service Desk". 

This happens when the User opens a any Incident on Service Desk Manager. 

They are actually doing nothing with a button. 

I even checked the buttons that were present on that ticket and ensured they had access but none of my buttons are restricted. 

I have compared Users with and without and there is nothing between them. 

I have also reset to Basic and then User

I have also cleared the groups and then re added them. 

Thanks

Jamie

[Custom Button Error "The User 'Username' has the application privilege level 'basic']

Hello. 

I am getting the following error. 

It was only this morning when I added a new role to the User. 

I am unsure what is causing this. Its also happened to another User. 

Thanks

Jamie

 

 

 

 

 

 

 

 

[BPM Fails when logged via "Email" but works when "Restarted"]

If you go to 

Home>Applications>Service Manager>Business Process 

You should have an option on the right "Manage Executed Processes" 

(I believe if you cant see this its disabled in the settings". 

You can then find your BPM instance and restart it. 

[BPM Fails when logged via "Email" but works when "Restarted"]

We have another BPM that is triggered by a rule. Very basic. 

It seems that anything logged via email as refusing to allow a Email Template notification to be sent back