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Jack_Podmore

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Posts posted by Jack_Podmore

    Instance Slowness/Errors

    in Service Manager

    Posted

    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. 

    image.png.d71dd991649cd997f8763f3fcbb474d1.png

    Thanks,

    Jack

     

    All Users appear to have been marked Not At Work on the system?

    in Collaboration

    Posted

    @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? 

    1 hour ago, Ehsan said:

    @Jack_Podmore,

    I just wanted to add to Gerry's response and to address your concern. The option "Include Offline Users" in Requests > Assignment > Assign to Most Available Analyst or Requests > Assignment > Assign on Round Robin Basis have been in play for many years and they're documented on the wiki also https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow. There has been no change in behaviour to these Hornbill Automations. The enhancements to availability status did create confusion on how the enhancement correlates with the various applications on the platform and the team here at Hornbill do recognise this. I can assure you that this will not be ignored and we do our best to publish all the information required in the release notes.

    Ehsan

    Thanks again, 

    Jack

    All Users appear to have been marked Not At Work on the system?

    in Collaboration

    Posted

    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

     

    30 minutes ago, Ehsan said:

    All,

    There seems to be some confusion here. The Hornbill Automation in Service Manager provides the option to include or exclude Offline users. A user who's availability status is set to "Do Not Disturb" or "At Lunch" is still considered as online, or to align it with new terminology, they're considered as "Present At Work". A user who's status is set to "Out Of Office" or "On Holiday" for example is Offline. Gerry shared a screenshot above which shows the statuses that enables the "Present At Work" flag.

    image.png

     

    • Like 2

    Employee Portal - Paste Images

    in Employee Portal

    Posted

    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 

    Employee Portal - Paste Images

    in Employee Portal

    Posted

    Hi guys, 

    I think this has been brought up before in regards to the service portal but noticed its still the case on the employee portal. One bugbear for our users is that they do not have the ability to paste a screenshot/image from snipping tool directly into the description field when creating a ticket. At the moment they have to paste into something like Word first, save and then upload that document. 

    Are there any plans to allow end users to do this going forward? 

    Thanks,

    Jack

    • Like 1

    Ticket "Last Updated" Issue - Updating without any updates put on

    in Service Manager

    Posted

    Hi guys, 

    We have found another issue since the update rolled out last night. When opening a ticket, even if no updates have been put on it when going back to the "Request List" the "Last Updated" time automatically updates - this is causing us issues with looking at old tickets which haven't had updates for a while. 

    This seems to only happen if the ticket is assigned to you as an "owner" (if I open a ticket and someone else is the owner and then go to the request this the "Last Updated" remains as is)

    Can this be looked into please? 

    Thanks,

    Jack

    • Like 1

    Azure Migration

    in Integration Connectors, API & Webhooks

    Posted

    Hi guys, 

    Sorry if this has been asked before.

    We currently use the LDAP User Import Tool to manage our users but are soon migrating over to Azure. Would this be a case of configuring the Azure User Import and stopping the LDAP User Import come go live? I assume when we migrate our Windows accounts over that the handle will still be the same in Hornbill so we shouldn't run into issues? 

    https://wiki.hornbill.com/index.php/Azure_User_Import

    Thanks,

    Jack

    LDAP Import - Stopped Creating New Users

    in Integration Connectors, API & Webhooks

    Posted

    Hi @Steve Giller

    Thanks for replying on this. 

    There is nothing in the logs from what we can see (attached with API key removed). The configuration hasn't been touched within Hornbill and nothing has changed with the user account that runs this. We have updated the LDAP Import Tool as our first try at resolving this but with no luck. What is odd is that existing accounts are being updated without issue it just wont import any new ones. 

    Thanks,

    Jack

    LDAP_User_Import_2018-09-24T13-02-36+01-00.log

    On Hold - Cannot Update Category

    in Service Manager

    Posted

    Hi guys, 

    I'm not sure if its us not looking in the right place but when a ticket is on hold the "category" button is greyed out: 

    image.png.982ffc33b7affa84da2be4b0cccf83d5.png

    When trying to change this under Hornbill Service Manager > Configuration > Request Settings this doesn't seem to be available as an "on hold" setting to change. Are we looking in the wrong place? 

    image.png.44f5b9b79d9cb85bbdb372bd47a8645c.png

    Thanks,

    Jack

    BPM Error - Cannot Resolve Tickets - 1805/1838 Update

    in Service Manager

    Posted

    Hi guys, 

    @Hornbill Support Team @Victor @James Ainsworth

    Sorry to pick you out directly but we have been dealing with this issue for a number of weeks now and cant get to the bottom of it. For some reason since the upgrade to build 1805 we are getting the below error message within our tickets. In terms of BPM a task is is assigned to a ticket which is then resolved which changes the status of the ticket, its at this point the error message is coming up. If I "restart the last step" it seems to then re-process this step without issue. We haven't made any BPM changes and have "re-published" just in case. 

    This is taking up a lot of time each day as the only sys admin to restart the last step to clear the issue. Any advice welcome!

    image.png.c8c969cb89c6891e834dd17175b6d232.png

    We have also got this error on 1 or 2 occasions 

    image.png.92f4593b40b6aa8c7045f011c913b97e.png

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