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David Hall

Hornbill Developer
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Posts posted by David Hall

  1. On 17/01/2024 at 13:55, sprasad said:

    Using the Apply to Email funtion

    We delete all the unwanted Text, then go to the Attachments. 
    As soon as click on delete all (for the attachments) all the text we had selected (e.g. Highlighted below) re-appear on the form.

    The only way arond this is to delete the attachments 1st, then delete the Text.
    image.thumb.png.b75868f2fc5b159114a3e25131b93571.png

    Hi @sprasad

    We've identified the issue and we'll have this corrected in the next update of Service Manager.

    Kind regards,

    Dave

  2. Thanks for the posts... just wanted to confirm that the update to the request details pane colour and the snippets list text colour will both be fixed in the next SM update.  The row colours on the request list is slightly more complicated as you suggest because they are currently system wide settings.  We've raised a change request to provide a selection form so they you can override the row colours on a personal basis, we'll look to promote that change and have someone look at that as a priority.  Will update you as soon as we have it ready to go into an update.

    Kind regards,

    Dave.

  3. Hi @Smurfy

    Have just reviewed this and the issue is that we had a fixed colour background here when it should pick it up from the theme as per the rest of the view.  I've removed this now from the sidebar, it may not make the next update of service manager which is already in beta testing but will be available in the update following that.

    Kind regards,

    Dave.

    • Like 1
  4. Hi @EWA

    Not 100% sure if this is the issue, but I see in the screenshot you have the 'Contact (From Variable)' option set to 'Manual' but with no value set... it may be trying to find a contact with an empty id.  Try setting that option to 'Ignore' and then try it again to see if that then adds you as a connection as defined in the 'Co-worker' option.

    Kind regards,

    Dave.

  5. Hi all,

    As per my previous comment, we have now temporarily reverted back to the original date selection controls for the request schedule tab, if you refresh shortly (next 15 mins or so) you should be able to use the functionality correctly again.  Apologies for the inconvenience.

    Kind regards,

    Dave.

    • Like 2
  6. @Jeremy @Berto2002 @AlexOnTheHill

    Just to update you on this issue, it is unrelated to the original issue which was fixed this morning, however, having investigated further we have confirmed the issue mentioned above around attempting to schedule an entry within a single day following the implementation of the new date component.

    We are assessing the options to correct this and if we are unable to determine a fix shortly we will look to return back to the original date time picker later today.  Will update here again when we have a way forward.

    Kind regards,

    Dave.

    • Thanks 1
  7. Hi @Berto2002

    Thanks for posting.  Just based on the screenshots will break this into two..

    1. 'Internet Connectivity' Example - The SLA circled in the Internet Connectivity service is marked green as 'Service Specific' so this would not be a shared SLA, however, the screenshot where it shows the blue message of no services using the SLA looks like the form for a global shared SLA.  Is there any chance you have 2 SLAs with very similar names 'Service - Internet Connectivity (Schools)' vs 'Schools - Internet Connectivity' ?
    2. 'Remote Support' Example - I've tested this locally and it worked as expected, based on your comment that it showed the result table eventually I'm wondering if there is a slow query based on the data which is causing problems on your instance.  In this example I'd suggest raising this with the support team so that we can investigate your specific issue.

    Kind regards,

    Dave.

  8. Hi @Adrian Simpkins

    In this case the reason for the "resumed" timeline entry will be that if the target timer is on hold at the time of initiating the resolution.  Part of the mark resolution process will be to take any timers off-hold in order to then process and complete the timer/target resolution values.

    Hope that makes sense,

    Cheers,

    Dave

    • Like 1
  9. Hi @Adrian Simpkins

    Apologies for the delay in responding, I've been trying again to replicate this issue but unfortunately had little success so far.  I undertook a detailed code review and the code has checks in place for this scenario which should prevent this occurring.  

    I note from the screenshot that it appears the analyst was able to press the assign button twice which generated the second warning message on screen.  Normally the button is disabled on the first click to prevent this happening... does every case that has been reported to you have both of these errors?  I'm wondering if there is something speed/timing related that could be a factor as I'm unable to replicate under normal tests locally.  

    Also just wanted to check if all of the errors that have been reported to you involve the same service/BPM process or whether it has been reported across various services/BPMs.

    Kind regards,

    Dave

  10. Hi @Adrian Simpkins

    I've been unable to replicate this issue so far and from a review of the code there are checks to try to ensure that only when the owner has changed does it try to update the member on a request board card.

    From the screenshot however I notice that there are multiple errors shown from trying to attempt to assign the request to the existing team/analyst.  In my local tests we prevent the assign button being active in the browser if the selected team or owner are not different and the error is only shown when we fall back to server checks.  I guess my thought is that the board error is a knock on effect from an invalid attempt to assign the request to the existing team/owner.. are you able to confirm why/how the analyst in this example is able tot try to assign to the existing team/owner?  I'm just wondering if there is a specific BPM process or action within a process etc that could be causing an issue?

    Kind regards,

    Dave

    • Like 1
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