JAquino
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Posts posted by JAquino
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@Steve Giller Hi Steve, this is from our incident process. The ticket was logged via self service and our process does not automatically assign a priority, so it started with "no priority set". I try to update the Priority and click Update. The colour of the Update button changes and I thought it was updated, but as you can see from the right hand side, the priority hasn't changed.
Similarly if I try to amend the priority on another incident which, when you click update - the button colour changes, but the priority does not update.
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@Deen Thanks, I can see this has changed now, but we are now unable to amend or set a priority after a request has been logged!
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I'm seeing similar issues here with the retired priorities appearing in Service Manager.
I tried creating a new test entry and setting it to "Retired" and even that appears in Service Manager:
I am too scared to delete the default Low/Medium/High entries
This was only noticed since moving to the new UI.
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Hello
In Asset manager, we are not able to clear the Department field once it has been populated with data. Could an option be added?
I tried creating a "blank" department but doesn't really work that well.
Thanks
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On 19/03/2024 at 15:00, Claire Holtham said:
+1 here too. I might raise this on a new thread, now that we're being forced onto the new UI on 2nd April...
On 19/03/2024 at 11:55, HHH said:+1 to be able to reply with previous content
Same here. Don't like to lose previous functionality
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We have a few customers who will from forget that our Hornbill environment is a actually a ticketing system, and will email meeting requests to our queue when trying to book one of the team for an event.
These appear as blank emails in Hornbill and not always obvious that it was a meeting request. We can't see the actually appointment details either so its not that helpful.
Does anyone have any clever tips for handling these? Ideal solution would be for Hornbill to reject any meeting request and send a response back explaining "this is a ticket system, not a planner" or probably something a bit more polite
Thanks in advance!
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@Steve Giller, I've done extensive testing today and I am getting some very quirky issues when I re-enable PC2.
The first ticket I log with an attachment whether it be a service request or incident works. I can see the attachment being pulled through on the upload attachments page. So for example if the first ticket I log is an Incident, any incident I log going forward will pull through attachments. If I switch to logging Service Requests, attachments do will not be pulled through.
I close my browser and reopen it. I repeat the process, but this time I start with Service Requests. These work fine. I switch to incidents and suddenly I can no longer get attachments.
Turning off PC2 leaves us back at square one. Tickets we raise via Email/Raise Request work okay, but any attachments added via self service do not pull through.
Happy to demonstrate this over a remote session. If this not possible, please let me know and I will discuss this further with our account manager.
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@Steve Giller, thanks for your reply. We don't have a routing rule configured for this. Tickets that arrive via email are raised manually as we have to determine if they are Incidents or Service Requests and log them appropriately.
The only routing rules we have is the default "Update requests" rule which looks for a reference number in the subject and appends to an open ticket.
Happy to explore adding one if needed, but I would need to fully understand the impact of this before making any changes. It's been a long time since I've done any background design in Hornbill.
Perhaps a remote session would be easier so you can see our environment?
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@Steve Giller
Settings currently as follows:security.fileUploadRestriction.webdav.enable ON
security.fileUploadRestriction.entity.fileAttachments.enable ON
security.fileUploadRestriction.mail.fileAttachments.enable ON
security.fileUploadRestriction.itom.fileAttachments.enable ON
security.fileUploadRestriction.webdav.types exe;bat;cmd;js;vbs
security.fileUploadRestriction.entity.fileAttachments.types exe;bat;cmd;js;vbs
security.fileUploadRestriction.itom.fileAttachments.types exe;bat;cmd;js;vbs
security.fileUploadRestriction.mail.fileAttachments.types exe;bat;cmd;js;vbs -
@Steve Giller
Yes our capture has an attachments form. Please see the flow attachedservicemanager.email.maxAttachmentsToProcess is set to 50
I'm having trouble locating security.fileUploadRestriction - please advise?
Thanks
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To summarise:
With PC2 enabled - when we raise a ticket from an email, it is not pulling through the attachments to the ticket.
With PC2 disabled - when a user logs a ticket via self service, any attachment they add does not come through to the ticket
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We have logged on this morning to find that our Global Statuses are being ignored and have been replaced with just the option to "Pause"
No changes have been made at our end, so assume this is a problem with a recent update to Hornbill.
Please advise as this is causing some frustration for our service team.
Thanks
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Thank you Steve. Unfortunately, re-enabled ProgressiveCapture2 has re-introduced the problem we had before.
When raising tickets from emails, certain attachments are not being pulled through to the ticket.
I am turning off ProgressiveCapture2 as this is creating a bigger issue for us than self service attachments not coming through. Would be grateful for assistance.
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@Steve Giller It's currently switched off. This was switched off at the advice of a one your support staff following a previous issue we raised:
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I assume this is actively being looked at by Hornbill? Yesterday we received the notification that about AI assist which looks great, but unfortunately only works if you are using the Preview UI. The Preview UI is not really any good if we can't raise tickets from it.
Also, this happens when raising a ticket from the request screen and get's progressively worse as you click through:
EDIT: tested in latest versions of Edge, Chrome and Firefox - same in all 3 instances
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Sorry, got it now- needed to run in preview mode
Thank you everyone
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Thanks @Steven Boardman, but this is already enabled but the feature is still not showing. Have tried toggling the setting.
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Same question here
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Would be grateful for some assistance from Hornbill admin
many thanks
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We have just realised that attachments are not coming through to our tickets when a ticket is raised via self service. You can see from the screenshot attached I've uploaded a file, but when I open the ticket there is no attachment listed.
This may have been happening for a month or more (the majority of our tickets are raised from email so we hadn't really paid it much attention).
Our background processes have not changed in a very long time. Guessing an update has messed with it. Please advise how we can restore this functionality.
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many thanks!
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Hi
We've had some emails sent via Hornbill that have got stuck or delayed and are sitting in our Outbox
One just managed to clear itself a moment ago (was originally sent at 9:24 - but processed at 11:21)
Could someone check our instance and advise further?
Many Thanks!
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same here...
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same for us
Amendments to Layout of Priority / Urgency in Incidents
in Service Manager
Posted
@Steve Giller @Deen
Any news for the issue I reported above, or is there any assistance available as this is now causing problems with our analysts being unable to resolve tickets without a priority assigned
Thanks