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Steven Cotterell

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Posts posted by Steven Cotterell

    Error when putting Incidents on-hold

    in Service Manager

    Posted

    1 minute ago, PeterL said:

    @Ehsan Can you advise how long it will take for the patch to take affect or anything we need to do,  i have tested with a few tickets and can still see the error shown below when taking tickets off hold:

     

    FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smUpdateStatus): nodeName: API Call - systemSmUpdateStatus; nodeId: 15ccd0bd-6cc4-4151-94f1-95008f16b270; At 109/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemSmUpdateStatus] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/systemSmUpdateStatus): nodeName: API Call: Clear Request Sub-status; nodeId: 151caee3-58c2-4106-a5eb-769c7cf35cfb; At 140/1: "Uncaught EspMethodCall::invoke: Operation[data::updateRecord] There are no values to update" throw(e); _fc_node_exec_151caee3_58c2_4106_a5eb_769c7cf35cfb" throw(e); _fc_node_exec_15ccd0bd_6cc4_4151_94f1_95008f16b270

    Glad it's not just us affected following the statement that ALL instances have been patched.

    Post Service Manager update, our 'Contacts' are unable to re-open requests

    in Service Manager

    Posted

    Hi,

    Our customer 'contacts' are unable to re-open tickets again following a recent update to Service Manager.

    We are on the following build versions and yesterday I updated our instance of Service Manager.

    image.png.af2f1eed80b345640337780326adfeb9.png

    image.thumb.png.f6280bedec4e6439167b7f3b2ef667db.png

    When clicking on the "It's still broken" button we are seeing this error in Chrome's Developer Tools console.

    image.thumb.png.7f213e03633b0cd3fb8b868fc4045a32.png

    Is anyone else running on 1781 who is seeing this issue please?  Also, could someone from Hornbill look into this please.

    Thanks

    Steve.

     

    • Like 1

    Customer Portal - Password Policies

    in Collaboration

    Posted

    @Gerry,

    I agree with @Martyn Houghton here.

    A password should have a configurable life duration. As this expiry date approaches a notification should be sent and/or if you login you should get an on-screen notification. After the expiry date you should be forced to change your password.  There should also be some settings that block people using the same password again to go alongside the other Password Policy settings.

    Thanks for the response Gerry.

    • Thanks 1

    Email comms to group mailbox as well as contacts email address

    in Service Manager

    Posted

    Hi,

    We have a new external customer that we are going to support and I have created an Organisation for them in Hornbill.

    They have a service desk team of approx 20 people and their IT Security team are requesting that they have individual logins to Hornbill (so I would set up 20 unique contacts, associate them with the Organisation and give them Customer Portal access).

    They have requested that whenever we send any email comms (using the Email action) relating to & from the request,

    • the email goes to the person who logged the request, and
    • the email also goes to a group mailbox address that all the service desk team have access to. 

    The reason for this is that the service desk team operate in a shift rota and if we communicate out via an email, currently it will only go to the requester and not get looked at until they come back on shift, unless we

    • always remember to manually add the group mailbox address directly to the email, or
    • (if at set-up time, we add the group mailbox address as a contact,) always add the group mailbox contact as an 'interested' person then manually add the interested person to the email comms.

    Is there any way that

    • on a per contact basis we can say that both their email address & the group mailbox address will ALWAYS be selected, or
    • at an organisation level, all emails to contacts will also always go to the group mailbox address.

     

    Not all our external customers operate in this way so to have it left to a 'human operation' to add this group mailbox to the email comms is not practical.

    If we can get something working for this new Organisation, I want to be able to move two of our other Organisations to this model (remove their 'generic' logins to the customer portal and give all their service desk personnel their own logins, to help us spot things like, which contacts are consistently logging requests with us that are woefully missing the right information or are just being logged using the wrong Service Item, etc....)

    Thanks in advance.

    Question about licencing

    in General Non-Product Discussions

    Posted

    Hi,

    I can see from the Hornbill App Store that this product is £19 per agent/month.

    How does the licencing work please?  If we took the product, we currently have 32 Service Manager licences/users, would this mean an additional £19 would be bolted onto the each one of those 32 Service Manager users or is it £19 for every user with a certain 'Customer Manager' role applied to them?

    Thanks

    Steve.

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