MichelleReaney
-
Posts
47 -
Joined
-
Last visited
Content Type
Profiles
Forums
Enhancement Requests
Posts posted by MichelleReaney
-
-
I updated our workflows for Problem Management - Problems and Known Errors but i did not add a node to set the Service and Catalog item.
I have fixed this now for new tickets but does anyone know a way to update these in the tickets that have already been raised?
I cannot see a way to update this via the API.
-
On 08/09/2023 at 15:26, MichelleReaney said:
I have also noticed this with the authorisation emails.
If a customer does not have a browser session open and they click on the authorisation button - for example
//activities/activity/?taskId=TSK20230908000028&outcome=accept
They have to sign in and then it takes them to the activities page a they get a pop up to create a new activity - which they have to close and then they have to locate the authorisation task from the activities list.
This appears to be working as expected again now in our instance.
-
I have an issue to report:-
Our default Change Request Intelligent Capture has a custom form to complete information and is only used in the analyst portal.
In the new UI I am unable to type correctly in the first form field - this is a Multi-text field and the others on this form are working ok - I have tried in Chrome and Edge.
For example I have just written - this is what i want to type
and this is what is displayed
I could only start to type when I clicked my cursor further into the field.
-
I have also noticed this with the authorisation emails.
If a customer does not have a browser session open and they click on the authorisation button - for example
//activities/activity/?taskId=TSK20230908000028&outcome=accept
They have to sign in and then it takes them to the activities page a they get a pop up to create a new activity - which they have to close and then they have to locate the authorisation task from the activities list.
-
1
-
-
Actually - I have just create a new role - same as the User Import one except added Manage System Settings under configuration. Assigned that to the user with the API and the error has gone
-
On 8/3/2023 at 9:27 AM, Jim said:
Hi, Since setting the rules stated in the wiki our user import has not been able to assign roles to users, it states the following
Error returned from sysOptionGet The following rights [manageSystemSettings] in Group C are needed to invoke the method admin::sysOptionGet
Error: You cannot create or update the role as you do not have sufficient permissions to set the system rights.
The API key has all the rules the wiki says as shown below but I am having to manually add roles to new starters, can anyone advise? The user import also has the 'userimport role and any it assigns to users
activity:profileImageSet
admin:keysafeGetKey
admin:sysOptionGet
admin:userAddGroup
admin:userAddRole
admin:userCreate
admin:userDeleteGroup
admin:userProfileSet
admin:userSetAccountStatus
admin:userUpdate
data:entityAddRecord
data:entityUpdateRecord
data:queryExec
session:getSystemLicenseInfoHi Jim,
Did you get an answer for this? We are also getting this error.
2023/09/07 16:42:32 [ERROR] Could not retrieve System Setting [api.xmlmc.queryExec.maxResultsAllowed]: The following rights [manageSystemSettings] in Group C are needed to invoke the method admin::sysOptionGet
2023/09/07 16:42:32 [ERROR] Error returned from sysOptionGet The following rights [manageSystemSettings] in Group C are needed to invoke the method admin::sysOptionGetI have noticed that our User Import role does not have the Manage System Settings permissions in configuration - only manage keysafe
The admin role has Manage System Settings under configuration, I think that is what is missing. I'll log a ticket if this is what it is.
-
We are also seeing this issue.
When a user logs an incident via the customer portal - both full and basic users, they add an attachment but it is not on the ticket.
Once the incident is logged they can attach files and they appear on the ticket.
the analyst employee portal works fine.
I have tried various iCaptures and BPM and the issue is the same. I have also replicated this on a personal device to rule out the network.
-
Excellent, I can't take the credit though my colleague reported it to me
I will pass on your thanks
-
1
-
-
Previously if a linked request was removed from a ticket the timeline would update to reflect this.
However now, when you remove the linked request it removes it from the linked request section but does not add any updates to the timeline
Does anyone else have this? I'm sorry i don't know when this started.
I have searched in the wiki and through all settings but I can't see what I am missing here?
-
1
-
-
On 2/17/2023 at 3:10 PM, Steve Giller said:
@HHH @MichelleReaney So if the option was limited to a selection that was always the same Service/Request Type this would work for both of you?
The issue I raised would only affect Instances where the option to bulk select across Services/Request Types.
yes this would work for us too.
-
On 2/16/2023 at 10:46 AM, Steve Giller said:
@HHH How would you envisage this working when the User has selected 5 Requests - 2 with a mandatory Category, 2 with an optional Category, and 1 where having a Category simply doesn't make sense?
We only use it to bulk resolve tickets where the resolution would be the same for example if we get a lot of alerts from our monitoring software related to a site outage it would be too timely to link them all then resolve but some people don't fill in the category which leaves us with blank resolutions in our reporting.
I did not think about the fact that some businesses might not have the resolution category as a mandatory field in general and then use this to resolve different types of ticket in bulk with no category.
-
When using the actions button in the request list to resolve multiple tickets at once users are able to resolve them without selecting a category.
Please can this be made a mandatory field?
-
Is anyone having similar issues this morning?
-
This is something we would like also. i understand from a previous post it is not possible to create custom data queries but to be able to filter existing ones by site, organisation or for a manager to only be able to select those users they manage from a list would be very useful.
-
1
-
-
In additional to the above would it be possible to provide a filtered data query - for example a manager can only see users in the list where they are defined as their manager in hornbill? or only users who are based at a specific site or members of a particular organisation?
-
On 1/18/2022 at 10:33 AM, Berto2002 said:
Haha!, indeed, it does to 5 (Roles) so great!
So we are down to needing to remove from All Organisations and whether there is a way to do this without me creating 50 nodes to cover all my groups of all kinds.
Any ideas?
This is something I am looking to try and do as well - did you ever manage to sort it?
-
11 hours ago, James Ainsworth said:
Thanks for your post. I believe that because of the nature of KeySafe being somewhere that manages security, the logs were removed some time ago for security reasons. Possibly a couple of years ago. I'm going to update the documentation and remove this reference.
Was there a particular issue that you were having with setting up KeySafe?
Thanks James, makes sense. I was having some issues yesterday but I have deleted everything and am going to try again today.
-
I am trying to access our keysafe logs from admin/platform/monitor/logfiles/com.hornbill.core_keysafe/
As per https://wiki.hornbill.com/index.php?title=Hornbill_KeySafe
I just get the below error message. Does anyone know how I can start logging for keysafe?
-
Hi Neil,
Did you look into adding a data provider where we can search all users including archived users?
Thanks
-
I was looking for this too then realised I am able to search in the sent items in the mailbox.
-
Brilliant thanks I will have a look. I tried searching but must have not been using the correct terms.
-
We have a BPM that sends a external authorisation then when it has been authorised the ticket is taken off hold and resolved.
The issue we are having is that the resolved by user is showing as System Security Context but we would like it to show as being resolved by the ticket Owner for reporting.
Does anyone know how this could be achieved?
-
Same issues here.
-
+1
Update Service/Catalog Items for Tickets that have already been raised
in Service Manager
Posted
Thanks everyone, I have fixed this using the auto task suggestion