Alberto M
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Enhancement Requests
Posts posted by Alberto M
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@Steve Giller, cou you checked this?
I keep on having analysts complaining that they don't see the "placed on hold" oction in the requests timeline. I've checked today's complain and the requests have the visibility code = 35.
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I've noticed that, while exporting requests, SLT data is being exported as blank.
I already raised here a post about that.
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Hi all.
While exporting the requests list, when choosing the SLA indicators "Within Response Time" and "Within Resolve Time", which should contain true or false, are being exported as blank.
In the past, when exporting these fields, I got 0 or 1.
Are you getting the same? What could be causing this?
Thanks and regards,
Alberto
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@Steve Giller this happened to me only once yesterday. It seems to happen randomly. I've tried to reproduce this several times but the wrong default option doesn't appear set to "Public". For instance from a query I've made in the "Database direct", it seems like, since the beginning of September, rogue visibility code 1 appeared 6 times and code 35 appeared 33 times.
I detected the visibility code 35 because someone here told me to check a request that was on hold and no action placing on hold appeared in the timeline.
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@Jeremy , yes, could be something like that. Before posting this, I landed in your post, while searching in the forums, and now I've seen that you've answered a few minutes ago.
In fact, while trying to investigate this in our instance, I've raised a request and played a bit with the "place on hold" in it. One of the times I've placed the request on hold, the default visibility appeared as "public" to me and was disabled in a way that I couldn't change it, which is strange.
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Hi.
I have a colleague analyst that complained that she couldn't see the "placed on hold" entry in a request timeline. I also couldn't see the entry. After investigating using a Direct SQL to the h_buz_activities table, I found that, in some requests, the "place on hold" visibility is set to 35 - which I interpret as "Manager visibility".
I have set the ui.app.com.hornbill.servicemanager.operation.popup.values setting to "customer, team, owner". and I also have the guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.hold setting set to "team".
Why am I getting some requests timeline entry for "place on hold" set to 35 - "Manager visibility" - instead of, for instance, 10, or 30?
Thanks.
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From our ADFS team:
"We have done certain changes to AD account that was created. The account included certain unicode values and we force replicated to Azure AD as well."So, it seems that the account had unicode characters that have been replaced by non-unicode and now the user can login into Hornbill.
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Yes, I'll update here any news I have. Meanwhile, we have our team that handle ADFS involved in it.
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Yes, it's a new user. I'll try to get rid of all those characters in his account and test it.
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in fact he has some characters with accents (check image), but the AD user ID doesn't have; only the name.
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@Gerry, this is the only user having such error.
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@Gerry, still regarding your answer:
* Do you have more than one SSO profile in use on your instance?We have three profiles, but only one is enabled.
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Hi.
I need some help on this situation.One of our users is having this error when trying to open Hornbill. We already checked the browser - Chrome - and updated it with the latest patches, cleared cache and data. The same user gets the same error in his old computer (the user was renovating his computer).
Some help needed, please.
Thanks
Alberto
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@NeilWJ hi
I have some reports with this error. please find attached images.
I don't knwo fi it was coincidente, the reports owner left the company on the month before the errors and his user was set to archive. Now I've copied the reports to me as a owner.
Cheers
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I had a similar problem, but with monthly reports which scheduled have failed. The fail happened after the reports owner user, that left the company, has been archived.
I've now copied the reports and I'm the owner but, just in case, I post here images of the reports definition and log, which gave a strange message the last time it has ran.
Any advice?
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Hi.
Should an administrator have access to any workspace and do tasks like add an user to any workspace?
As an administrator I can't browse all the existing workspaces. Am I doing something wrong?
Thanks,
A
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Yes, today I had an analyst complaining about this. I thought it was a glitch in the system.
Same question as @Lauren : Are there plans to add this at all?
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We are experiencing intermittent issues in Hornbill.
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Solved!
Thanks.
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We are having the same here.
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Thank's a lot, @James Ainsworth for this very useful and comprehensive post. I definitely have a review on this with my team mates.
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Hi @HHH
Yes, I'm experiencing the same here. In some situations like this one from one of our analysts:
" I sent an email from one of my calls to xxxxxx with a visibility of team only, the reply is visible to the customer, which kind of defeats the object of keeping the email as team only as now the customer can now see the original email on the reply.
We are not able to amend the visibility when the update is from System AutoResponder can this be changed so that we can change this? "Did you found any way to workaround this?
@James Ainsworth, could you get any feedback about this?
Regards,
Alberto
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@Conor, @James Ainsworth, hi.
Just to let you know that what @Ann-MarieHolloway asked is something that some service owners asked for recently here. This appeared in discussion in our forums because an user had disliked a FAQ and there were no feedback.
This is what have been asked:
"Is there any possibility that we can gather some additional information (anonymously) from the customer when 'Dislike' is selected for an FAQ. Some simple clue or guidance regarding why the FAQ was disliked would help us to improve the contents of the FAQ for the customers."
Anyway: I'll feedback to our service owners that at the moment there are no plans for FAQs to include comments.
On hold visibility "Manager Visibility"
in Service Manager
Posted
@Steve Giller, I got an analyst telling me that, when placing a request on hold, he got the default action set to "Owner" even when we have the setting to "Team". In this situation, the analyst could change the visibility.