Peter Clough
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Posts posted by Peter Clough
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I've just looked at the exact specifics of the workflow. Is it possible that this is a result of marking the resolve timer, and then the job getting re-opened? Our workflow marks, not pauses, the resolve, then waits to see if it gets re-opened, but you can't then restart the resolve timer, so we have open jobs with their timer marked resolved.
A test would be to tweak that to pause resolve, and add nodes to unpause and mark resolve at the appropriate other locations. May just be co-incidence, unsure if others can replicate this?
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Just to note, we're still seeing these also.
Re-opened call, put on hold yesterday, due to come off today, and didn't. Colleague noticed and dealt with it manually.
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+1, I've also encountered this several times.
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I think this might be what you're after?
Update from late April was planned but not scheduled.
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Thanks for confirming that I at the least haven't missed a node or setting somewhere, @Berto2002.
The specific workflows that get stuck tend to do so when marking the response timer.
The workflow suspends waiting for category, the autotask puts a category on it during it's process, and the workflow then moves through, but when it gets to marking response, it fails because the job is already cancelled and the timers have been stopped.
That in and of itself is a question of us potentially redesigning some workflows. But it's what got me looking, as it seems silly to have to design workflows with needing an out to cancel at multiple places throughout, just in case.
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They've finished for the day, but it does seem to have resolved for us.
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Can confirm, this is also happening to us. I checked analysts using both light and dark mode.
It isn't just not loading the list, it doesn't appear to be loading any of the contents at all, by request view or anything, the entire contents of the widget seems to be missing.
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We have a pair of autotasks tied to buttons that relog an incident into a service request and vice versa. From an analyst perspective, this works fine, and generates the new request and emails and links correctly, while setting the status to Cancelled.
In several workflows though, when the job is marked as cancelled, the workflow gets stuck in one of a variety of places and simply lists as failed when checking executed workflows. Is there a mechanism in an autotask to actually cancel a job, instead of just modifying the status, or would we need to find another way to stop these workflows?
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Having encountered this within just the last 30 minutes, thorough +1.
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Thanks very much, saved down a copy of that.
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The page in documentation on SLA Workflow Automation, with regards to calculating actual time to set SLAs that take into account working time, has an implied link to an Excel sheet that can be used to simplify this calculation, however there is no link present, and I have not been able to find it anywhere else. This is also missing on the Service Levels page.
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When categorising calls manually, it can often be time-consuming to find a category, especially when not sure exactly where it would fall in our profile tree, which currently contains at least 150 entries across all request types etc.
Would it be possible to have a quick-search box on these selection panels for finding things faster?
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Thank you for the pointers. The purge settings are still set to the default of 240 months, so no imminent risk there. We don't have any rules to move things once they're sent, everything more recent shows up in Sent Items as expected. I can't see the specific item in the timeline (HR privacy etc) to confirm, but based on my own jobs, files attached directly to emails are not reachable in the timeline.
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We've had a request in to recover an attachment from an email that was originally sent on 8th February (they have only limited access to the mailbox). I've gone looking for it, and have been unable to find any emails at all from that day. As far as we're aware, we haven't implemented any cut-off for emails no longer being retained, not aware of any setting for this in any case. Is there a set time limit after which the platform no longer retains emails?
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I believe there's a Hornbill Automation node you can use to switch workflow, that could be used right at the start of your original workflow. Should be Service Manager > Entity > Requests > Update Request > Service. It should then swap into the different workflow.
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No worries, thank you very much.
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I've also just asked a colleague to replicate the settings and try this, and they're getting the same issue. Works fine if they click on the favourite, but using the keyboard shortcut fails.
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Yes, it takes me to the first of those and stopped, without further forwarding to /coworkers. I'd upload a screenshot but our network settings appear to prevent that unfortunately. The main portion of the screen is completely blank, though the top and sidebars are still present.
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For me at least, it gets stuck there and never progresses.
It's not a significant issue though, so if it's going to get updated in the future, no big issue.
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Would a partial solution to this (which may need to be spun off into its own request) be to add a default sort when building views? So a view called "Backlog", for example, could be set to always sort by Last Updated and put the oldest dates to the top automatically? It doesn't resolve the specific ask of sorting notifications, but if a majority of those notifications are for jobs already in their view, then it may serve to at least partially fulfil the same purpose.
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I have encountered a strange bug on the new UI. I have three pages favourited: Request List, Co-Workers, & Assets. When I use Alt 2 to go to Co-workers, it seems to modify the URL to show as /oui-coworkers-new/. This doesn't happen when I click on it from either its usual place on the menu, or when I click directly from the Favourites menu. It also doesn't happen with either of the others. Re-ordering the favourites produces the same result, following Co-workers, not the second link. I've removed the favourite and re-added it, re-started the browser, etc, with no change.
Edge version is Version 122.0.2365.52, in case this is useful.
Request still stuck on hold following recent patch
in Service Manager
Posted
Mm, it shouldn't be connected, but it seemed like a weird possibility.
As you say, don't think we'll get much further without Hornbill stepping in to verify.