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RobW

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About RobW

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  1. We're also having issues with Hornbill here - was slower than usual to respond about an hour ago however have just had a couple of actions time out completely.......
  2. Hi, I was hoping someone may be able to provide some guidance on how to update 2000+ orphan requests? We tried setting up some rules to automatically create requests based on incoming infrastructure alerts - something went a bit haywire and we now have 2125 orphan requests which are stinking up our Hornbill instance. I'd rather not spend a day going through and manually resolving them so was hoping there might be a way of updating them in bulk. I've been able to export a list of the orphan requests however it maxxed out at 2000 so need to look where to increase this limit if an export will help. Disclaimer is that I'm not strong with SQL but can call on assistance if required? Thanks!
  3. Hi @James Ainsworth- thanks for getting back to me! After further investigation this actually appears to be a local browser/machine issue - I found today that I was also unable to raise any new requests or incidents (only tried changes on Friday) while one of the users who was affected on Friday reported that they're now fine while I've found that I'm able to raise changes/incidents/requests in Hornbill from another machine (and also on my machine using Chrome in incognito mode while it's also working in IE - once I remembered IE still exists). I'm going to try resetting Chrome back to initial settings shortly so hopefully that'll resolve the issue (I did try clearing the cache etc etc before posting last week)........
  4. Hiya, we've just started encountered an issue with service manager when raising a new change where the process just hangs entering the customer name (it resolves but after hitting next just sits and spins with the Hornbill logo. We did some work on new Change progressive captures and business processes yesterday however didn't touch any live items (as far as I'm aware). The odd thing is that it seems to work for one person but not others - I've tried a couple of browsers and clearing caches but nothing. Currently running Service Manager Build: 1471 - we're scheduled to update to 1480 next week and tend to avoid changes on Friday as much as possible. Any assistance at all would be most gratefully appreciated! Thanks........
  5. Hiya, I'm trying to delete a couple of catalog items however hit the delete button, click the OK to confirm that I'd like to delete the catalog and its transitions but the catalog item doesn't go anywhere! My line manager who has the same admin rights was able to first time so have tried a couple of different machines and browsers (IE11 and Chrome 71.0.3578.98) but have the same issue. Can anyone suggest what else I should check - it's not a showstopper but it's one of those niggly issues I'm determined to sort out...... Thanks!
  6. Hiya @Victor - is there any update on a fix for this bug? I'm working on the monthly report again and noticed that the bus with the show top X records is still there. Thanks!
  7. Hiya, I've just had the "ServiceLevelChangeEventCalendar" pointed out to me as apparently it's a new calendar in Hornbill - I haven't had to do much admin in this area so hadn't picked up on this until now. Have googled away and searched both here and the Hornbill wiki but not been able to find any reference to this calendar - can anyone advise what the purpose of this calendar is (I can hazard a guess from the calendar name but it'd still be a guess) and if there's anything I should be aware of with this? Thanks!
  8. Update. We updated to build 1393 and still having problems with the widget which are set to show the top 10 (or indeed anything as changing the number of records doesn't make any difference). I just can't see anything wrong here and the widgets haven't been changed......
  9. Hiya, had anyone encountered an issue with widgets where despite setting it to return the top 10 records that the widget returns all records - we've tried manually adjusting the number of records returned to 1 and 11 to see if it made any difference but no. We're currently on build 1385 if that's of any relevance - will most likely be updating to the latest build on Thursday as per our process. Have attached a example screen shot of the error in our monthly top 10 by service portal widget last month - have had to blank out employee names along one axis however hopefully the issue is clear as there's a lot more than 10 results appearing. I tried recreating the widget from scratch and had the same error. Thanks!
  10. Hi Pamela, thanks for the response - shall schedule this for the weekend !
  11. Hi all, is anyone else experiencing issues searching for requests which are definitely in the system - have had several reports of searches failing however the request can be located by manually amending the URL of an open request to the one which the search has failed on....... Iv'e been able to verify this myself with a couple of requests. Thanks!
  12. Hiya, was asked to set up some escalation events to send an e-mail to a request owner's manager for 1 day and then 1,2,3 and 4 weeks after a request has missed its SLA (had to set them in days as don't get the option of weeks) so set them up as per the screenshot. Set up a single e-mail template for these events as was originally asked to keep it simple and then set up a separate escalation event 1, 7, 14, 21 and 28 days after with the action sending a reminder from the usual IT service desk mailbox to the owner's manager using the e-mail template (can see a bit of it in the screenshot below) Couldn't work out a way of testing them but finally had a couple of requests fail their SLA only to find that every escalation event would fire at the same time - as had originally kept it simple and used one e-mail template I wasn't sure if it was one alert firing five times (and if so, which one) or the 1, 7, 14, 21 and 28 day alerts all firing incorrectly at the same time. Created a separate e-mail templates for each alert and have just had another request fail its SLA and checked the escalation alert e-mails and each alert (i.e the 1, 7, 14, 21 and 28 day escalation) has fired one day after the request failed. Any ideas on what I've done wrong as it seems so straightforward! Thanks.......
  13. Hiya, had a query from our Security Manager as to whether Hornbill have any plans to allow viewing of attachments using a browser-based file viewer instead of saving to the local machine due to potential security risk and GPDR issues? Thanks!
  14. That was exactly it - thanks! It's taking a while to get the hang of Hornbill but I'm getting there (would prefer to be getting there faster but I'm sure that'll come).
  15. Hiya, I'm still very much a novice with Hornbill but trying to get the hang of it...... I've been given the task to create escalation alerts which fire 1 day, 7 days, 14 days, 21 days and 28 days after a request has failed resolution - have referred back to the wiki at https://wiki.hornbill.com/index.php/Escalation_Actions and was able to create a few on Friday (along with a new e-mail template) however I've gone to complete the rest today and don't have the "new escalation event" option this week. Can anyone please assist - was hoping to have these finished today (well, I was aiming for yesterday but Monday was a bit of a horror show). Thanks!
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