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Caroline

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  1. @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.
  2. @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.
  3. 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.
  4. @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.
  5. @Nanette is there any update on this please? It's been over a week and I've still got users having issues.
  6. 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.
  7. 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'.
  8. 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?
  9. 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?
  10. @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.
  11. Hi @Nanette just wondering if there is any update on this as this issue is also affecting our users from creating new release requests. Thanks
  12. I have two users who today are unable to close Release Requests and Service Requests (possibly Incidents as well, they just haven't tried yet). They could previously close tickets and have been users for 3 years. I have Super User Role and can close tickets, so this appears to be a permissions issue. I have checked the user's roles and cannot see any obvious ones missing, nor have we made any changes to user access. These are the Roles these users have: I've seen this error in the logs also suggesting a permissions issue: /apps/com.hornbill.servicemanager/flowcode/fc_modules/global_helper.js(316): error X1001: Uncaught EspMethodCall::invoke: Operation[admin::getApplicationList] The following rights [manageApplications] in Group D are needed to invoke the method admin::getApplicationList
  13. Perfect, thanks @Steven Boardman, I have it working now.
  14. Hi We have a workflow that includes an Authorisation node and, if the authorisation is rejected we'd like to make the Reason entered visible to the customer that logged the ticket, either in an email to the customer or via a Notice or update in the UI. At the moment I cannot find a way to do this. Does anyone have any suggestions? Thanks
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