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Logan Graham

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Posts posted by Logan Graham

    Cannot Save Business Processes

    in Service Manager

    Posted

    @Pamela  Thanks for the response, please see the attached I have pretty much every permission on Hornbill :) FYI I have not changed this permission in months and I was able to edit a BPM last month.

    perms.PNG.588a6660696be4ea2609eae3bb54eaaa.PNG

    @Paul Alexander Thanks for the response I checked this setting and it did not have anyone in it, I tried adding myself but again could not save the BPM with even this change.

     

    Thanks,

    Logan G

     

    Cannot Save Business Processes

    in Service Manager

    Posted

    Hi Guys,

    Hoping you can help me, I am trying to save a copied BP but when I make any change to it or even just revert changes I cannot seem to save it. 

    I tested another random BP and I cannot seem to change that either, I am able to create BP's/copy but any changes I do even though no errors are showing I cannot save it. 

    Even when I try to click of the BP and I get the prompt to save and continue It will not let me continue.

    Just to note I have checked my permissions and I seem to have everything needed.

    Any help would be appreciated 

    Measure Query

    in Service Manager

    Posted

    Hello All,

    Just wondering what I might be doing wrong here I am trying to query against a team the amount of calls logged by  Sys_autorespond as they would like the data for both auto calls and manual calls to be separated. 

     

    The query I am using for this is (h_fk_team_name='Finance Support' and h_createdby='SYS_AUTORESPOND') I also have one where I do it for just manual calls (h_fk_team_name='Finance Support' and h_createdby<>'SYS_AUTORESPOND')

     

    The manual one seems to generate numbers but the Auto one does not. I am not sure what I am doing incorrect so any ideas for this would be great. I have attached a screenshot for reference.

    Thanks,

    Logan G

    Auto Requests.PNG

    Availability Notification

    in Service Manager

    Posted

    Hi Guys,

    Hoping you could help me, I am wondering if there is a function in Hornbill for me as a manager of a team to see everyone's availability status or get a notification about whey they go offline/DND/Available. I know I am able to go to the admin section and actively find the user but it would be nice if I could have something in my everyday screen where I could see what a member of my team has set their status to. 

    Any help would be great.

    Thanks,

    Logan G

    Multiple Customers

    in Service Manager

    Posted

    Hi Both,

    Thanks for the fast responses, I may look at the "all my staff requests" option might be a bit difficult due to I don't want HR to see every request only the ones that we ask. I don't see the member one working for what I want as they do not have a license they only have access to the portal and not Live. 

    I may just leave it and have my team just email on the request as normal, thanks anyway.

    Logan G

     

    Multiple Customers

    in Service Manager

    Posted

    Hi All,

    I was wondering if there is a way to give access to a ticket to multiple end users. For example I would like to give access to a ticket to someone in our HR team but the ticket is submitted under John Smith and only he can see it. 

    At the moment all we are doing is sending an email to the HR team with the details of the ticket.

    Any advice would be great.

    Thanks,

    Logan G

    Owner Reverting Back

    in Business Process Automation

    Posted

    Just to note, I have had another department processor mention that when he changes someone in one of his processes it is not going to the member he selects it seems to save as the member but that member does not get notified it is still only notifying the previous one.

    Thanks,

    Logan G

    Owner Reverting Back

    in Business Process Automation

    Posted

    Its a auto task Assigment and im trying to change the owner to nick from nelson but If i change it to nick using the auto I get failures, I also get errors when I change the auto task to add a member from ralf to me

    This is the error I get on Tickets if I try to change any part of the process

    Xmlmc method invocation failed for BPM invocation node 's1/flowcode-0930b117-55ab-4646-2016-cde068e1dae0': 0200 apps memberAddReqMember FlowCode Exception (com.hornbill.servicemanager...

    It also does not go to the round robin when I get this error.

    Owner Reverting Back

    in Business Process Automation

    Posted

    Hi Victor,

    Yes, If I revert back to the version before I changed anything, everything works but I have no idea how as 2/4 people that are getting the round robin don't actually exist but everyone in my team is actually getting tickets from the round robin with no problems.

    Thanks,

    Logan G

    Owner Reverting Back

    in Business Process Automation

    Posted

    Hello, I am trying to set a new owner in a auto task in BP but when I set the owner to one of my engineers it is reverting back to a no longer existent user once I click off. If I set it to auto and raise a ticket with it it gives me errors, I was speaking to my colleague and he thinks that this may of be a older version of the process but I have no other version of this. 

    Any ideas would be great, if you need an example please let me know.

    Thanks,

    Logan G

    LDAP User

    in System Administration

    Posted

    Thank you james, that was it the api was set to the wrong user, I will look at upgrading this soon just wanted to try and get this initial fix done.

    Really appreciate the help with this it has been driving me insane for the past few days. 

    Thanks again,

    Logan G

     

    LDAP User

    in System Administration

    Posted

    HI James,

    Thanks for the reply, I don't think the update would help matters in this scenario. Seems odd to me that it would randomly stop working and it be down to the version number.

    I would rather know what account this is trying to use first as updating it may cause more issues. 

    If there is a way to find out what account this is using it would help me massively.

    as on the wiki is mentions about this error;

    [ERROR] Unable to Assign Role to User: You cannot create or update the role as you do not have sufficient permissions to set the system rights. - every action within Hornbill must be performed in the context of a user account. This error is suggesting that the user account you are using to run the utility does not posses the appropriate Hornbill roles set to associate the necessary roles the imported user. See the Testing section above, specifically "What Hornbill Roles are needed for the Import to Complete Successfully?".

    The main issue is not knowing what account this is using.

    Thanks,

    Logan G

    LDAP User

    in System Administration

    Posted

    Hi All,

    Hoping you can help me, we have had an issue since the 20th with trying to import users into Hornbill, if we run the import script we currently get this log output

    2018/07/31 14:35:44 [DEBUG] ---- XMLMC LDAP Import Utility V2.0.3 ----
    2018/07/31 14:35:44 [DEBUG] Flag - Config File new_add.json
    2018/07/31 14:35:44 [DEBUG] Flag - Zone eur
    2018/07/31 14:35:44 [DEBUG] Flag - Dry Run false
    2018/07/31 14:35:44 [DEBUG] Flag - Workers 1
    2018/07/31 14:35:44 [WARN] 2.0.3 is not latest, you should upgrade to 3.1.1 by downloading the latest package Here https://github.com/hornbill/goLDAPUserImport/releases/tag/v3.1.1
    2018/07/31 14:35:44 [DEBUG] Loading Config File: C:\LDAP_Import/new_add.json
    2018/07/31 14:35:44 [DEBUG] Instance Endpoint https://eurapi.hornbill.com/woodlandtrust/xmlmc/
    2018/07/31 14:35:44 [DEBUG] Attempting Connection to LDAP... 
    Server: xxx.xxx.org.uk
    Port: xxx
    Type: 
    Skip Verify: true
    Debug: false
    2018/07/31 14:35:44 [DEBUG] Creating LDAP Connection
    2018/07/31 14:35:44 [DEBUG] LDAP Search Query 
    {Server:xxx.xxx.org.uk UserName:xxx@xxx.org.uk Password:xxx Port:xxx ConnectionType: InsecureSkipVerify:true Scope:2 DerefAliases:1 SizeLimit:0 TimeLimit:0 TypesOnly:false Filter:(objectClass=user) DSN:CN=xxx,OU=xxx,OU=xxx Staff,OU=xx Users,DC=xxx,DC=org,DC=uk Debug:false} ----
    2018/07/31 14:35:44 [DEBUG] LDAP Results: 1
    2018/07/31 14:35:44 [DEBUG] Processing Users
    2018/07/31 14:35:44 2018/07/31 13:35:44 [DEBUG] Buffer For Job: 1 - Worker: 1 - User: xxx
    2018/07/31 13:35:44 [ERROR] Unable to Search For User: You do not have the required privilege level [user] to invoke the method data::entityDoesRecordExist
    2018/07/31 13:35:44 [DEBUG] Create User: xxx
    2018/07/31 13:35:44 [DEBUG] LDAP Attribute for Site Lookup: [physicalDeliveryOfficeName]
    2018/07/31 13:35:44 [DEBUG] Looking Up Site xxx
    2018/07/31 13:35:44 [ERROR] Unable to Search for Site: You do not have the required privilege level [user] to invoke the method data::entityBrowseRecords
    2018/07/31 13:35:44 [DEBUG] Site Lookup found Id 
    2018/07/31 13:35:44 [DEBUG] password
    2018/07/31 13:35:44 [DEBUG] Auto Generated Password for: xxx - xxx
    2018/07/31 13:35:44 [ERROR] Unable to Load LDAP Attribute: mobile For Input Param: [mobile]
    2018/07/31 13:35:44 [ERROR] Unable to Create User: You do not have the required privilege level [user] to invoke the method admin::userCreate

    2018/07/31 14:35:44 [ERROR] Error encountered please check the log file
    2018/07/31 14:35:44 [ERROR] Error Count: 1
    2018/07/31 14:35:44 [DEBUG] Updated: 0
    2018/07/31 14:35:44 [DEBUG] Updated Skipped: 0
    2018/07/31 14:35:44 [DEBUG] Created: 0
    2018/07/31 14:35:44 [DEBUG] Created Skipped: 0
    2018/07/31 14:35:44 [DEBUG] Profiles Updated: 0
    2018/07/31 14:35:44 [DEBUG] Profiles Skipped: 0
    2018/07/31 14:35:44 [DEBUG] Time Taken: 812.4844ms
    2018/07/31 14:35:51 [DEBUG] ---- XMLMC LDAP Import Complete ---- 
     

    I have been trying to figure out what account is being used to see if i need to change privileges but I see no hint to what account this is using. I have recently taken over from a person maintained the service desk and his account is no longer in hornbill.

    My question is really is there a way of finding out what account this is trying to use?

    I have "XXX" out the sensitive data. 

    Thanks,

    Logan G 

    Take Items Off Hold Via Portal

    in Service Manager

    Posted

    Hi Guys,

    So hoping you can help me, I am trying to set it so if a ticket is on hold for whatever reason and a customer puts a update in the portal it will move it back into progress, I set the sub statuses to auto update and currently have both, 

    app.email.routing.rules.allowRequestSubStatusUpdates and 

    app.email.allowRequestSubStatusUpdates set to on

     

    Unsure what I am missing here so would appreciate the help. I looked over the forums to see if I am doing anything wrong and everyone seems to have the same settings set as I do.

    Thanks,

    Logan G

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