[Amendments to Layout of Priority / Urgency in Incidents]

19 hours ago, James Ainsworth said:

Hi @Brhow

The configuration for priorities was moved under the Service Manager Configuration over a year ago.  The old priorities tab under the Service Portfolio wasn't originally removed to allow customers some time to still access these settings in the old location while they learn about the new location.  Priorities themselves do not have any relationship with the Service Portfolio, so this location to configure request priorities didn't make sense.

I hope that helps.

 

thank you thats sorted it for me, im not sure why they suddenly started appearing in the portal yesterday but ive set them all to retired now

[Amendments to Layout of Priority / Urgency in Incidents]

We also have had a load of old disabled priorities appear in the portals. I can maybe fix it myself but i can even find the priority tab anymore, only got service and sla in service portfolio now

[Lost all views]

+1

[Timesheet Build 209 applied - Now cannot add time values]

17 minutes ago, sprasad said:

@Brhow Once the fix was deployed, I provided the below instructions to my user base and it resolved the issue:
From your Browser, Press F12 to get the DEV Tools menu
(For new style laptops, you may have to hold down the function fn Key + F12
Dev Tools Window will open.
Now Right click on the Refresh icon
Select Empty Cache & Hard Refresh (Fig 1)
Log out of Hornbill. Close the Browser.
Restart Browser and log back into Hornbill.

Thank you this helped, much appreciated

[Timesheet Build 209 applied - Now cannot add time values]

Hi, im having this too

[Changed owner but has no permissions]

Hi Trevor, 

Thank you, you are right it was a different owner when i hovered over it. 

I reassigned it again and it let me do things now, I did a bulk reassign so im not too sure if this one was in the list, I assume that maybe this one was reassigned to a different person who also left but was showing as me

[Changed owner but has no permissions]

@TrevorHarris thanks for the quick reply, yes the document is assigned to me and i am also in the role docmanager admin, and i am the one logged in, i did try the system admin account to but that had no permission to change it either

[Changed owner but has no permissions]

I have changed the owner of a document as an employee has left and i want his colleagues to pick up his documents for review and ensuring they stay relevant. 

It has let me change the owner with docmanager admin role but the owner has no permissions over the document. 

I assume this is because when it was shared with a library it was only ever given can view document.

I have no way to change this now, i could unarchive the user and resolve all their documents, but i don't have any free licences, i might be able to do it if i change him to just a basic account and try the docmanager portal, not used this before, but it seems like a big oversight that as an admin i cant fix the permissions on these documents.

 

Thanks

Brett

[Unable to logon to system and unable to raise a support ticket]

Me too

[IMPORTANT - LDAP Data Import Tool - Supported Versions]

thank you

 

[IMPORTANT - LDAP Data Import Tool - Supported Versions]

Hello, I've downloaded the x64 version of the exe but when i try to extract it is says cannot open file as archive and is 0 bytes, just wondering if someone can check it, thanks

[Disable password reset function on the employee portal or a way to share all incidents with a large group of users]

Hello, 

I have been trying to find a way to allow all our users in a group to be able to view and respond to incidents on behalf of each other. 

Could anyone suggest how this can be achieved?

Barring that I have to let them log in as a single user to see requests in a certain service and they keep changing the password and then locking the account with incorrect password guesses 

Thanks

Brett

[Change Customer Exception Unable to get auto value]

@David Hall Thanks David, ive been able to change customer successfully now.

[Change Customer Exception Unable to get auto value]

Hello, 

When trying to change customer in service manager from the request screen, I get a flow code error message. 

This doesn't seem to be isolated to a single service/process as a variety of requests I've tried have returned the same, and its a relatively new development as I do believe it was working fine until recently, though we don't often change the customer after the request is created so cant say how long it may have been. 

Perhaps to do with one of the new releases, though I couldn't see anything in the notes that might relate.  

FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/changeCustomer): nodeName: API Call: Update Request; nodeId: a2b90689-8783-4579-bc60-e551fa1e6237; At 569/1: "Uncaught EspMethodCall::invoke: Operation[data::entityUpdateRecord] nodeName: Add Default SL Change Entry; nodeId: bf20118e-38b1-4056-96d0-9b65ebffb403; At 121/1: "Uncaught EspMethodCall::invoke: Operation[data::entityAddRecord] Unable to get auto value [itsmRequestSLMChangeAutoId] for column 'h_itsm_request_slm_changes.h_id'. Failed to query autovals table" throw(e); _fc_node_exec_bf20118e_38b1_4056_96d0_9b65ebffb403" throw(e); _fc_node_exec_a2b90689_8783_4579_bc60_e551fa1e6237

Thanks in advance

[FlowCode Exception catalogGetServiceRequest Schema validation: Mandatory]

thank you

[FlowCode Exception catalogGetServiceRequest Schema validation: Mandatory]

yes this is still happening, on all services apart from one which i recently created, leading me to think it might be only ones that we have had for a long time, which previously were working on the service.hornbill.com page

 

thanks @Victor

[Versioning of progressive capture]

+1

[FlowCode Exception catalogGetServiceRequest Schema validation: Mandatory]

Hello, 

 

Recently started getting this error when using the employee portal. The process flow is the original that i recently copied and used in another service with little to no changes. I have also changed the capture to see if it was something to do with a question on that capture from a working one but still getting the error. 

Anyone got an idea whether it is relating to the process flow or or progressive capture, and what might be its boggle?

Thank you

/apps/com.hornbill.core/entities/Catalog/fc_ops/getServiceRequest.js(74): error X1001: Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager::catalogGetServiceRequest] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ops/catalogGetServiceRequest): Schema validation: Mandatory (com.hornbill.servicemanager/flowcode/fc_ops/catalogGetServiceRequest/name)

 

[BPM to publish attachments from a request into a specific library]

thank you, could it perhaps be considered for the future, that as part of the attachment capture you could return an array of attachments, which could then be looped through to create documents and plonk in a library?

[BPM to publish attachments from a request into a specific library]

Hello, 

In order to simplify our change process i want users to attach a form (which has been completed by an external contractor and emailed to the request raiser) to the request during the progressive capture, and for ease, for this form to be saved to a document library aptly named change forms. 

I can see the document publish automation but i cant figure out how to get the document id as i dont see how to get the attachment from progressive capture or from the request details. 

Thanks

Brett

 

[Email Update Request Seems to have suddenly stopped working]

@Steve Giller thank you!

That article triggered a thought for me, several of the emails im trying to send from had been added to multiple accounts in AD for testing and such over the years.

Sorry for not looking at those articles, the search function on the forum never seems to return very good results for me so several searches for things like email routing update email etc. didnt find those. 

 

Thanks 

[Email Update Request Seems to have suddenly stopped working]

Thanks Adrian, 

Interestingly yes, they do get moved into another folder which I called failedupdate

How can i find out why the request failed to update? I do have pictures in my signatures which it treats as attachments, but i dont really want them to be attached

Cheers 

Brett

[Email Update Request Seems to have suddenly stopped working]

Thanks Adrian,

I've tried sending emails directly to the instance with the incident reference copied and pasted into the subject but it doesn't like that either. 

eg. IN00001234

The emails are in the inbox as normal but it does nothing with them. 

[Email Update Request Seems to have suddenly stopped working]

Hello, 

I cant pin the exact date down but sometime in the last few months the routing rules for automatic updating of requests via email stopped working.

As far as I am aware from enquiries no-one seems to have changed any settings. I have reviewed the routing rules and they seem fine to me but I must admit I'm not 100% sure of the rule expression.

Routing is enabled in the previous screen.

Thanks

 

[Shared View Cant Add Team]

Thanks Armando, found the clue in that, you cant only share with teams you are part of, the account wasnt part of the teams i was looking for.