Caroline

We have a ticket that was a P1, resolved then reopened, then downgraded to a P2. The SLA target calculations seem to have got screwed and both Response and Resolution are showing as Missed when they weren't. Found this in the diagnostics which I think is backward - if those two conditions are true then target has been Met, not Missed: *** Service Level Target [Response] Change Completed *** Target has previously been completed prior to this target change Previous Completion Duration: 2 seconds Response Target Duration: 11031 seconds Working Time Calendar Calculated Response Time: 2024-10-23 10:25:02Z New Target Time Already Passed Setting WithinTarget Value: 0 WithinTarget Date Check Validation: (Previous Completion Duration < Response Target Duration) && (Working Time Calendar Calculated Response Time >= NOW) (2 < 11031) && (2024-10-23 10:25:02Z >= Wed Oct 23 2024 09:55:02 GMT+0000 ()) *** Service Level Target [Resolution] Change Completed *** Target has previously been completed prior to this target change Previous Completion Duration: 2622 seconds Resolution Target Duration: 147287 seconds Working Time Calendar Calculated Resolution Time: 2024-10-29 10:53:09Z New Target Time Already Passed Setting WithinTarget Value: 0 WithinTarget Date Check Validation: (Previous Completion Duration < Resolution Target Duration) && (Working Time Calendar Calculated Resolution Time >= NOW) (2622 < 147287) && (2024-10-29 10:53:09Z >= Wed Oct 23 2024 09:53:09 GMT+0000 ())

@Steve Giller, thank you for clarifying, I had discovered that so ended up with two separate checkboxes (which looks a big rubbish), so I will revisit at some point to combine and use contains. Is there any documentation on this I could have found? I looked in Intelligent Capture and Workflow sections, but neither really go into this level of detail and I wasn't sure where else to look. If there's another section that covers this type of information in more detail could you let me know? Thanks

Thanks Peter, I would not have guessed that, but it works. Thank you

I'm trying to setup a workflow that has a decision that checks whether a checkbox from the Intelligent Capture has been ticked or not. Can anyone tell me what the values are that I need to check for please? I previously would have looked at the data in Database Direct, but that option appears to have been taken away and I've not been able to find anything helpful in the Documentation Library either. Thanks Caroline

Hi On the Customer Portal when doing a search for a particular term, in our user's example it's a two word phrase, a user who has previously raised a request with that phrase gets exact matches for requests they have raised returned first. We then have a new user who hasn't yet logged a request with that phrase, and when they do the same search they get results across the organisation, but matching on either word rather than exact match on phrase first. This then means they are presented with a different set of results and, with over 100 requests found to match, they can't find the request they are looking for. Why does the Organisation Request search results not display exact matches first? Is there a way for the user to force the search to only return exact matches? Most search engines will do this if you wrap the phrase in quotes, but the Customer Portal does not appear to do this. Hope this makes sense Thanks Caroline

@Steve Giller @Nanette Some additional information on this one, if I remove my Super User Role access, then I get the same issue as the rest of the users and I also cannot 'Restart' workflows that have failed, I get the following error: Status : Failed Last Updated On : 01 May 2024 15:16:06 Xmlmc method invocation failed for BPM invocation node '8a21a7f9-dadc-2031-0697-69317467c95b/flowcode-5ee9533a': <methodCallResult status="fail"> <state> <code>0207</code> <service>apps</service> <operation>updateReqStatus</operation> <error>/apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_helper.js(12328): error X1001: Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.suppliermanager::stopActiveSupplierContractEventAgainstServiceManagerRequest] Your session does not have rights to the &apos;com.hornbill.suppliermanager&apos; application</error> <flowcodeError> <where>Execute</where> <filename>/apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_helper.js</filename> <lineNumber>12328</lineNumber> <columnPos>19</columnPos> <message>Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.suppliermanager::stopActiveSupplierContractEventAgainstServiceManagerRequest] Your session does not have rights to the &apos;com.hornbill.suppliermanager&apos; application</message> <errorCode>1001</errorCode> <stackTrace>systemResolveRequest at /apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_helper.js(12328:20)</stackTrace> <stackTrace>updateRequestStatus at /apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_bpm_helper.js(5022:35)</stackTrace> <stackTrace>at /apps/com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus.js(15:41)</stackTrace> </flowcodeError> </state> </methodCallResult> I will therefore be putting Super User Role back on until Hornbill can fix this issue.

@Steve Giller just wondering if there is any update on this please? We're still experiencing this issue and I have to keep restarting workflows to get them completed.

In addition to the above, a user has just had this when completing a release request workflow. The workflow log has this: 1.656896s ERROR Execution Failed: Xmlmc method invocation failed for BPM invocation node '8a21a7f9-dadc-2031-0697-69317467c95b/flowcode-90d43907': <methodCallResult status="fail"> <state> <code>0207</code> <service>apps</service> <operation>updateReqStatus</operation> <error>/apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_helper.js(12295): error X1001: Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.suppliermanager::stopActiveSupplierContractEventAgainstServiceManagerRequest] Your session does not have rights to the &apos;com.hornbill.suppliermanager&apos; application</error> <flowcodeError> <where>Execute</where> <filename>/apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_helper.js</filename> <lineNumber>12295</lineNumber> <columnPos>19</columnPos> <message>Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.suppliermanager::stopActiveSupplierContractEventAgainstServiceManagerRequest] Your session does not have rights to the &apos;com.hornbill.suppliermanager&apos; application</message> <errorCode>1001</errorCode> <stackTrace>systemResolveRequest at /apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_helper.js(12295:20)</stackTrace> <stackTrace>updateRequestStatus at /apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_bpm_helper.js(4902:35)</stackTrace> <stackTrace>at /apps/com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus.js(15:41)</stackTrace> </flowcodeError> </state> </methodCallResult> In the workflow the user completes a task which then sets a checkpoint before updating the status to Resolved. If I go into Failed workflows and Restart process it then continues happily. I notice in the more detailed error it mentions suppliermanager which is an app I can see we have installed but we don't currently use and no-one has access.

@Steve Giller Thanks for coming back to me. I found that error in the logs thinking it would be more helpful for troubleshooting. This is what the user saw: As no-one came back to me I managed to find a workaround by creating a Role with the manageApplications privilege and assigned it to the affected users, although this isn't ideal as it could give them access we don't want. It gets the user around the blocker but they now get a different error when resolving tickets. Unfortunately I can't find anything in the logs that provides more detail on this error. It seems whilst the user gets the error, if they come out the ticket and go back in then it is resolved. To resolve a ticket the user goes into the ticket, goes to the Resolution tab, enters a description and selects a category. Error occurs when they click Resolve. Regarding the Super User role, I've had this since day 1, wasn't aware I shouldn't have it. I removed it last week to test something then started getting errors myself when resolving cases, so I put it back on for now until all the issues are resolved.

@Nanette is there any update on this please? It's been over a week and I've still got users having issues.

Thanks @Gerry, I got the metadata URL from my IT, added it to Hornbill, did a refresh as you suggested, and can see it has now picked up the new certificate. Many thanks for your help on this one.

Thanks @Gerry I've read that several times now and think I have figured out what we're missing. I would like to point out that the documentation refers to images that aren't there, which doesn't help, and whilst all the explanation is great for understanding the why, some clear instructions on the how would be helpful - we've had several people here reading them and it wasn't obvious to any of us. My understanding now then, for the auto renew to work we need the following: 1) certificate to be renewed by provider (for us to action with IDP) 2) Meta Data URL to be populated (I believe this is the bit we're currently missing) 3) Auto Update Certificates to be enabled Have I now understood correctly? My original question on frequency still hasn't been answered, the documentation only says 'periodically'.

Thanks @Gerry. I was looking on the old Wiki. So to my simple understanding, if we have Auto Update Certificates enabled at least 10 days before the current cert expires, then 10 days before the current cert expires Hornbill will tell Microsoft to create a new certificate, and will then retrieve the new certificate? What if we've already renewed the certificate, it's just not active yet?

Our SSO certificate is due to expire in 2 weeks and we've renewed it with Microsoft, Auto Update Certificates is set to On, but Hornbill hasn't yet picked up the new certificate. How frequently does Hornbill check for a new certificate?

@Nanette please could I have an update on this, I don't really want to have to give super user access to users just so they can continue their work.