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Everything posted by Jack_Podmore

  1. Thanks @Alberto M & @Steve Giller we've made the change to our routing rule and it appears to be behaving like we want it. Appreciate the quick responses!
  2. Hi all, We have come across an odd issue which only seems to have started occurring in the last few weeks. We have a routing rule in place that raises an incident/kicks off our BPM workflow when someone on our internal domain emails our helpdesk email address. The issue we have is that if a user includes another email in the "To" field then the routing rule doesn't appear to kick in. Has anyone had this/have any advice? Thanks, Jack
  3. Hi @Steven Boardman Your example has helped massively. We had missed the result reference for our "Get Customer Details" node which meant it wasn't available to be selected in our expression when looking for the customers site. Thanks again, Jack
  4. @Steven Boardmanthanks for your advice on this. For some reason we are still struggling to implement this, slightly different we want to check the customers site but I believe its the same concept. We have a "Get Customer Info" node followed by an automation as per your step two above. We have tried with/without adding the customerID as the User ID as per below: We are then checking on the site within a spoke from a decision but for some reason this still isn't working: Do you have any more advice at all please? What we are trying to do is stop automated emails going to users "Managers" if they are part of a particular site. Thanks, Jack
  5. @AlexTumber Thank you for the speedy reply and resolution! Jack
  6. Hi guys, We have a new user who is unable to add timesheet entries on any tickets within Service Manager, they are getting the error "the specified timesheet does not exist". They are assigned the "TimesheetManager User" role and are setup as per all other users who are able to use this functionality. Has anyone come across this at all? Thanks, Jack
  7. Hi guys, In one of our Business Processes we make a decision on a the ticket requestors job title to decide whether or not what they have requested needs additional authorisation and if so will send an email to their line manager. This is working fine in the existing BPM with the "flowcode" entries in the expressions however when we have gone to add additional "OR" parameters we do not have an option to select Customer Job Title. Can anyone point us in the right direction? Thanks, Jack
  8. Hi guys, When emails are automatically created via routing rules into our instance the BPM is failing and the below message is displayed. This looks to have started this morning and is affecting all tickets Thanks, Jack
  9. Hi @James Ainsworth Again apologies for my delayed response. I have tried incognito mode across Chrome, Brave, IE and Edge - I have also tried this across multiple different machines and still running into this issue. Odd one! Thanks, Jack
  10. Hi @James Ainsworth Sorry for the delay in getting back to you, its been a busy week internally! This is being done from the Database Direct section of the system. I have just tried again for my weekly reporting and its still a problem for us. If you need any more information please let me know. Thanks, Jack
  11. Hi guys, We query the database directly for reporting purposes to give us the information we require. For the past two weeks when trying to export this information we are getting the below error - we noticed this on the 19th October and was fine on the 12th October. We have tried in different browsers but are still facing the same issue. Can anyone advise? Thanks, Jack
  12. @Martyn Houghton thank you for keeping me in the loop with this, its very much appreciated! Cheers, Jack
  13. Hi @Martyn Houghton Ah wonderful, at least its not just us! Thanks for the heads up when its being updated via the workflow, we haven't come across that yet ourselves. Again, thank you for taking the time to look at our steps to replicate - much appreciated! Do you have an open support ticket or is this been looked into via the forum? If via the forum I will follow the thread you have raised Cheers, Jack
  14. Hi guys, We are having an issue whereby when adding time to a ticket, this isn't always added meaning entries are missed. We have raised this before (back in 2018) but this still appears to be an issue that our team face on a daily basis. Time is one of our KPI's and its hard to challenge anyone on this when the system doesn't always log time unless you are specifically checking each entry, every time which isn't very efficient. We have checked the categories and these are set correctly. However we do seem to be able to replicate the issue on our instance - it appears to be not adding time just after sending an email until you either do a full refresh of the browser or come out and go back into the ticket. 1. Open ticket 2. Send an email to the customer 3. Click the update button and add an update to the ticket, add time and click "update" - the update goes to the timeline but the time doesn't appear on the time sheet We have tried this in Chrome, IE and Firefox so suspect it not to be a browser issue. Any help on this would be great. Thanks, Jack
  15. @Keith Stevenson Hi Keith, Sorry to hijack someone else's post but we too are having this issue with users with ADFS rather than Azure AD - could this problem be applicable to us to? If so, is it possible to patch our instance? We have checked the other post and again, no issues with unicode characters being used in account names. Thanks, Jack
  16. Hi @Keith Stevenson, This has been happening on multiple machines both at our head office and remote workers. It appears as though things are pretty much back to normal now in terms of speed and the errors have gone away. We will keep an eye on it. Many thanks, Jack
  17. The health check is now failing for our instance
  18. Hi guys, Is anyone else experiencing quite a bit of slowness on their instance today? We are also seeing multiple errors (below) when trying to browse through tickets, add updates etc. (phservicedesk) We have run a status check but this is coming back clear. Thanks, Jack
  19. @Gerry @Ehsan thank you for getting back to me on this. Like I said, I favour the continuous delivery method but this along with a couple of other changes recently in addition to this have caused us issue in house although you are clearly well aware and are trying to avoid any impact to us as customers which I appreciate. @Ehsan as per @sprasad's comments there are statuses that were able to be used before to stop allocation of tickets which do not stop this assignment since the update so we would appreciate any patch/amendment to our instance too unless we have the flexibility to change this ourselves any time soon? Thanks again, Jack
  20. Hi @Ehsan In response to below before the update "Do Not Disturb" would not assign tickets to any of our users - our instance has "Include Offline Users" set to off, following the update it does - surely we should be told of this change? I am not sure about anyone else but I cannot find any information in regards to this change for example on the wiki and it doesn't seem we are able to configure this. We are a smallish sized team but I expect teams of a bigger size would find this change very frustrating. Do you have any advice on where the best places are to look out for changes? Since you have turned on automatic updating of instances (which I have no issue with) a couple of things have gone in that we would have previously made note of and checked before manually updating (the "update" notification was very useful!). I think notifications of changes would be helpful so we at least know what's going on, right now we personally feel a bit blind. My team have come to me a couple of times now asking why things are different and why didn't I give them a heads up . We do not find "Home > System > Hornbill Change History" very helpful whatsoever. Again "Home > System > App Store > Hornbill Service Manager" is better but still even now there are no details at all about said change in this thread. Thanks, Jack
  21. Thanks @Gerry - is there a new permission associated to allow me to access this? I have logged out/back into our instance but don't have "User Availability States" as an option. Regards, Jack
  22. @Ehsan I am set to "Do Not Disturb" thinking this was an old status that stopped tickets auto assigning to me prior to the update however I am not getting them assigned to me along with anyone who is set to "Out Of Office"
  23. @Ehsan Sorry to hijack but do you have a list of which statuses should stop assigning tickets to users? I have someone set as "Out of office" (done manually this morning through the "Users" section) yet they have still had tickets assign to them via round robin. Thanks, Jack
  24. Hi @Mohamed Thank you for looking into this and for putting something in place that makes it easier for our end users to attach screenshots of issues! I'm sure lots of others would see the benefit of this functionality added so it can be done within the "description" field. Regards, Jack
  25. Hi guys, In the migration steps on the wiki and video it mentions the use of service domains and domain specific pages. Is this a requirement or can we just progress with a home page? Thanks, Jack
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