P. Nordqvist

Seems to work here as well

Hi, Currently we get an error message every time we open (not create, just open to view) a call in Service Manager. No matter if it is a Service Request, Incident or Change. It seems it doesn't impact the functionality but for sure it is not looking good. I can't say when this started, if it was after the nightly update or before that. Can someone please let me know what to do. Kind Regards Per

Hi, I can confirm this is now working since some weeks. Is there a chance to make a mass update on calls not having the Catalog in the table? The reason thy I ask is because we have a bit more than 1000 calls where this information is missing. Kind Regards Per

Thanks for the info guys, I will review this on new calls coming in and provide you with an update. Cheers

Hi, We are logging many of our calls using the Email Routing Rule Templates. Now I have created a Report in Service Manager to show on which Catalogs we log our requests. Then I discovered that all requests logged via the user System AutoResponder have NULL in the Catalog column in the database. Catalog ID is populated but it doesn't really help me to create a readable report. Kind Regards Per

Many thanks! After the last update it works as expected.

Hi, After the update tonight we are not able to add/change owner of assets any more. When you start to type the name in the owner field no search is taking place. This works for the user property. Kind Regards Per

Thank you @James Ainsworth, Make sense. Now I at least know I am not stupid nor our instance have an issue. Kind Regards Per

Thanks to you both @Victor and @Mohamed, The Assets Summary works perfect. Will be appreciated by our service desk people. Would be nice to have the Assets Summary view also in Configuration Manager as well (instead of the Details view on the right side) Kind Regards Per

Hi, I saw there was a change that enables you to create a summary area for assets in the new release this week. NEW: Assets - Create a summary area per asset with key (customer definable) fields {CH00132408} What does this mean and how shall this be used? In general I think it is pretty hard to understand the change log for new releases as the information provided is often too little. Wouldn't it make sense to at least have a link for new features where you can get more information how this can be used? Kind Regards Per

I just made a quick check of the 19 hits I get when searching for my User ID. All of the hits have my name printed anywhere in the description. My feeling is simply that owner ID nor customer ID is indexed at all in our instance.

Hi @James Ainsworth, Then I don't get it. In the example I provided above I use my user ID "nordqvist" for the query as you can see in the screenshots and I only get 19 hits from the database. I guess owner ID is the same as User ID in this case? What am I then doing wrong?

Anyone?

Hi, I have a request regarding the global search for requests as I don't understand the result I am getting back. According to the WIKI https://wiki.hornbill.com/index.php/Global_Search_for_Requests I should be able to use the search bar to find owner of requests. In this example I search for my own name and I expect to find all requests where I am the owner plus a lot more where my name has been mentioned in any of the other fields like summary, description and so on but I ONLY get 19 hits. With another query specifying me as a single owner with a simple word in the search bar I get 135 hits and I am the owner on all of them. Now my question is why? On what do the search bar actually search and how can I find all requests where I am the owner without searching for any other specific word?

Now it is running again.

Urgent help required!

All good, our fault due to an email security change (unplanned ;))

This is very strange, Our mailbox had one failing email in the sent mails folder. After deleting this mail a lot of other mails was sent (even mails several days old). It seems this single failing mail was holding up the complete queue. Can someone explain this please?

Hi, Currently no emails are sent to the analyst when he gets assigned a call. We have configured the system so the analyst shall be notified of the assignment via email but no email goes out. Did something change with the email notofications?

Correct, we are using Boards Manager Boards and not Service Manager Boards. To be honest, I did not know there is a different. Cheers Per

Hi, it seems to work after I removed the My Boards role and added the Board BPM Access role instead. In general I would call this case closed. In any case, without any Board like role the BPM runs into an error when completing the Task and the Service Request is moved into a Board.

Shall I use the role Board BPM Access instead?

@Victor Actually not but I have found the root-cause. The user have the following roles: Basic User Role, Self Service User, Collaboration Role and My Boards. The the login fails. If I remove the My Boards role the user can login. From my point of view the role My Boards belongs to Collaboration. The user shall only complete tasks belonging to Service Requests. They will NOT work on (or even see the Service Request). The workflow behind will add the Service Request to a board as soon as the Task has been completed, therefor I had to add the role My Boards to the user otherwise an error would popup due to access rights.

Hi, After we purchased more Collaboration licenses (not service manager) our users cannot login to Hornbill and I am not able to understand why. This is the error message shown: Can someone from Hornbill respond what is wrong. How can I see my self in the system how many licenses I still have left? When looking at the users in the administration app I see this: Kind Regards Per