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

+1

[Ability to save a form before sending it]

+1

[Service Visibility]

Hi @Martyn Houghton, 

I've carried out some tests as above, and that looks to be the case.

Thanks for your help.

 

@Hornbill Support Team Are you able to investigate and advise please?

Thanks,

Neil

[Service Visibility]

Thanks for the reply @Martyn Houghton.  Much appreciated.  I've checked the setting on our instance, and it is already set to ON, so I don't know if there's anywhere else I can check?

[Service Visibility]

We currently have a Service where all Catalog items are set to Portal visibility only (for all users), however I've noticed that even in the analyst view, a ticket can still be raised against the Service, using the "Raise New Incident/Request" option.

Being able to do this, then enables an analyst to log a ticket against a Service, without any Catalog Item, which will cause problems (no routing etc)/.

Is there a setting against the Service that will stop it showing at the analyst view, to prevent the above from happening,?

Thanks,

Neil

 

 

[Update Status node]

@Victor Hi Victor, did you manage to review the process I sent through? 

Thanks,

Neil

[Update Status node]

@Victorwill do, thanks.

[Update Status node]

Hi @Victor Yes I'm publishing the process every time we make a change.  This is happening on all our service request processes, so I've taken a copy of one of them, and applied them to our test service, so we can test in isolation. 

The live processes have not been republished for quite some time, which is why it seems odd that it was working previously, and now it isn't.

Appreciate your help.

[Update Status node]

Hi @Victor The preceding task (email to customer) is functioning ok, and the Expired checkpoint is met too, so it seems to hit the Expired route (see above).

Let me know if you need any further info.

Thanks,

Neil

[Update Status node]

[Update Status node]

Hi @Victor Appreciate the quick response.  Unfortunately that didn't work.  The tasks expire, but the status remains at Open.

[Update Status node]

Thanks Steve.  I've tried testing with the following configuration. but there's still no change in status happening.

[Update Status node]

 

Hi Steve, it was set to that previously, but had issues since the October build, so we've tried the original workaround (ignore) and then we tried Auto.  Still no luck.

 

Thanks

[Update Status node]

@Victor Screenshots above, thanks.  The highlight box is where the issue appears to be, as the preceding email notification is sent out ok, and the subsequent Expired checkpoint is marked too.

Would appreciate any help you have.

Thanks,

Neil

[Update Status node]

[Update Status node]

Hi,

I am aware that there have been issues with the Update Status node, after a deployment in October, and a workaround, and a subsequent fix was provided.

However, we are still having issues with processes where there is an auto update status node.  For example. we have approval tasks on requests, and we have set an expiry deadline on those.  Once those tasks have expired, the customer is emailed, and the status of the request is automatically set from Open to Cancelled.  The later automation is the piece that isn't functioning.  

We are not seeing any errors in the workflow, and we have applied the necessary workarounds, and are now up to date with patching, so I'm at a loss as to why this has now stopped working, as it has worked consistently for the last year.

Are you able to advise?

Many thanks,

Neil

[Erorr 522 when accessing Hornbill instance [RESOLVED]]

Same with our instance too

 

[Instance Storage Usage]

Hi,

I've noticed this morning that our instance database storage rocketed up on 13th October.  Based on the chart attached, it increased by 12GB in one day.

As far as we are concerned, we did not and have not had any major activity to warrant such an increase in storage.

Can you provide any further details on this increase, and how it can be reduced back to the levels prior to October 13th.

I am keen to understand what has caused this, as this obviously leaves us in a situation where we are approaching our Total Storage limit.

Kind regards,

Neil Smith 

[Bulk Cancelling of Old Activities created via a Scheduled Job]

Any thoughts on this please?  Thanks

[Bulk Cancelling of Old Activities created via a Scheduled Job]

@Hornbill Support Team Any advise on this would be much appreciated.  Thanks.

[Bulk Cancelling of Old Activities created via a Scheduled Job]

Hi,

Can you advise if there is a way to bulk cancel a team's old activities that have been created by a Scheduled Job? ie not relating to any requests.

One of our teams has well over a 100 activities showing as needing actioning, that they won't be progressing.  Going forward I can cancel the Scheduled Job to stop more being created, but reluctant to have to go into each activity individually and cancel each one.

Many thanks,

Neil

[Send email notification to customer when customer facing comment added]

Thanks @Steven Boardman 

Both settings are configured as expected above. Is there anything else that we can check?

Thanks again for your help.

[Send email notification to customer when customer facing comment added]

Thanks @Steven Boardman

We have enabled the notifications on the Service, and the 'guest.app.requests.notification.emailTemplate.customerTimelineUpdate' is set point at the 'CustomerTimelineUpdateNotification' email template.  However when an update is posted on a request within that Service, an email is not being sent.

Is there anything further we need to consider in order to get this activated?

Many thanks,

Neil

[Send email notification to customer when customer facing comment added]

@Steven Boardman is there any update on this?  Is this now possible to set email notifications when comments are added?

Thanks,

Neil

[Hornbill not working in IE]

Perfect, thanks