Jeremy

So we are finding that this is still an issue and we cannot search the Timeline for any information and this is becoming more unsustainable.

bump

@Salma Sarwar don't think so but you could add an expiry to the task and if it expires then email someone and re-issue the task?

When trying to take some of our requests off hold we are getting this error: FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smUpdateStatus): nodeName: API Call - systemSmUpdateStatus; nodeId: 15ccd0bd-6cc4-4151-94f1-95008f16b270; At 310/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemSmUpdateStatus] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/systemSmUpdateStatus): nodeName: Invoke Flowcode: Take Request Off Hold; nodeId: 423f928a-1112-48b2-be44-4d9525ea4edb; At 399/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::takeRequestOffHold] /apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_helper.js(11707): error X1001: Uncaught EspMethodCall::invoke: Operation[time::timerResume] TimerResume failed. Timer [811846] is not in paused state" throw(e); _fc_node_exec_423f928a_1112_48b2_be44_4d9525ea4edb" throw(e); _fc_node_exec_15ccd0bd_6cc4_4151_94f1_95008f16b270 Please help!

Currently the external authorisation email is limited to 1024 characters, would it be possible if the character limit is exceeded then the text in the email is truncated? As currently the process falls over and 'breaks' if this is exceeded. We have some processed where we include the description of the request so that it can be authorised, but this can push it over this limit sometimes with other text that we have. I'm not sure if there could be a setting within the node to indicate if you want the text to be truncated or if there is something that we can add to the text so it cuts off the text.

Thanks for the help @Steve G revoking access seems to have fixed this issue. Many thanks

Today we are seeing that we can't enter the Spreadsheet ID into the integration call, it errors with: I have checked the accounts in the Keysafe and all seems well it looks like a sync issue between Hornbill and Google via the integration. Please can this be investigated?

@CraigP so I think they have to be the same service and request type to be able use the multi action icon. You can change this setting in the admin section I think, to be able to select different request types and services etc, but you would need to check with Hornbill about what affect this may make to your instance.

we are still seeing this issue present to us,, which is becoming an issue for one of our teams who needs to be able to search for serial numbers that we enter into these tasks.

ok thanks

We are still seeing this issue for some of our staff trying to access the employee portal, does anyone else see this issue?

this is also an issue that is present for us and we have had several reports of this happening when logging requests, can we ask for this to be looked into please.

@Steve Giller we are using the latest version 16.4.1

This is also effecting customers that use Safari and use online self service forms to choose dates, and it fails....meaning that the jobs can't be submitted.

So we seem to have found this issue today like the scheduling of changes, but this only seems to be an issue in Safari....FYI

Today we are seeing this issue, we can chose dates/times etc but the Schedule Change button will not become active Is this an issue like the the others have been experiencing? We have tried refreshing our sessions etc, but we still can't schedule changes therefore processes are being held up

So you can add a label that is not visible in the form and put any information you want in there. You can then either change the field id to be h_summary if that is what you want in there, or in the BPM you can set the Summary to add on any extra information eg. append ' - Joe Bloggs' after the information that has been set in the form.

Are you raising these via the employee portal or via an analyst?

can I follow this up please, as we use this function a lot to find our equipment etc within Service Manager

@Steve Giller yes they do

When completing a task we used to be able to search (using the global search at the top) for the information that was contained within it. Eg But when we search for this information in the timeline: There are no results that are returned, it should return the request that this information is displayed within the timeline. Is there something that has changed, or is there something that we need to do to allow this information to be searchable?

Would anyone be willing to show/demo some of your change process? We are changing ours, but am finding that it's becoming complicated quickly. I just want to get a flavour of what people are doing in other businesses. TIA

Why do you have to enter a Alternative Name...surely that should be optional? We don't expose this information to the customer so it's a little redundant for us. I have updated this will a full stop which has enabled us to save the status, thanks for the clarification.

Can someone help with this, I have included a video of the issue

Also I went through yesterday and changed our global statuses to be non-mandatory and this morning they are mandatory again!