David Hall
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Enhancement Requests
Posts posted by David Hall
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I thought we previously had indicators for mandatory fields, but it turns out it was never the case. I asked the question with the developers working on the admin tool and they have added red visual indicators for mandatory fields for the next update to the admin tool, so you should have indicators shown following the next update (build > 709) which should be within the next few weeks.
Regards,
Dave.
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Hi @Paul Alexander,
Hard to be sure without seeing the configuration of the node in your BPM, but the error would suggest to me that one of the required parameters for the BPM node (requestId, onHoldPeriod, reason) has not been set. Might be worth reviewing those as a first check.
Regards
Dave.
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Apologies, we have had a few issues with the update build numbers and update notes in the last few service manager updates, this will be rectified for the next update. In the meantime, should you wish you can visit https://forums.hornbill.com/forum/135-announcements/ to see the service manager update announcements which will provide you with details of the content of each of the previous updates.
Kind Regards
Dave.
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Apologies for the missing change log. I personally don't have access to add them, but we're aware of the problem and we'll get them added as soon as possible.
Regards,
Dave.
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Just following up on this, I did have a working fix for your immediate issue, however there have been some other questions raised in the past week or so by our product specialists around when we should be resetting sub-statuses and and which statuses should trigger sub-status updates etc. As a result I'll be having a discussion with @James Ainsworth about this area to make sure we are happy with the solution before we put it into the build, I will let you know as soon as we have the solution ready.
Regards,
Dave
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Hi @SJEaton
If I understand your requirement correctly it sounds like you would want to have a look at the "Advanced Request Task Completer" role as shown in the screenshot. Hopefully that will give you what you need.
Kind Regards,
Dave.
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Hi @Gary@ADL
Its most likely just some additional settings that would need to be altered to get the other flowcode working as you would like, but in any case I have the fix in with the updateRequest flowcode for the 2.51 release so that should be available to you soon.
Regards,
Dave.
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Hi @Keith
As far as I can tell the cache issue has now been cleared, so if you could give it a refresh and try it again now and let me know if you still have any issues.
Regards,
Dave.
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Hi @Keith
Apologies, it would seem that we have had an issue with the file caching following your update yesterday which has meant that a broken version of the file needed for applying emails has been cached hence the issue you are experiencing. We are working to clear the cache issue and as soon as I can confirm it is fixed I will let you know.
Regards,
Dave.
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Hi @Keith
Sorry to hear that, just investigating now and will update you when I know more.
Regards,
Dave.
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Hi @Ralf Peters
We've had a review of the update log and there were no other errors during the update process which has completed and updated successfully.
The error you experienced relates to not being able to reload of one the active user sessions, but this should not cause any issues.
Kind Regards,
Dave.
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Just FYI we released an update this morning (1049) which should include the fix for this issue, for some reason it has not shown in the release notes but it was included. If you still have any issues after the update then just let me know.
Regards,
Dave.
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Oh ok, yeah thats an odd one for it to be missing from the profile, but quite likely to be the issue. I have a fix completed, so as soon as we are able we will release an update with it included.
Regards
Dave,
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We're just working on an update for this and another defect, so there should be a new release of SM shortly which will include a fix for this.
Regards,
Dave.
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I've identified the issue, apologies but there was a incorrect parameter being used when trying to use the default translation string for the sub-status entries in the selection list.
Could you confirm that your selected session language is different to the language used for the sub-statuses? If this is the case then this would result in you falling back to the default string which is unfortunately not displayed due to the parameter issue. I'll raise a problem record for this and get the fix put in now.
As a short-term workaround, if the sub-statuses have all been created under a different language to your current language setting, you could try temporarily switching your session language from the top right profile icon to that used in the sub-statuses, this should then show the translation text. Or alternatively you could also add a translation entry into each sub-status for the language that you are using.
If you have any queries on this just ask.
Regards,
Dave.
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At a quick glance it looks like its something do do with the list not being able to find the sub-status string in your selected language or a suitable default language string, I've managed to replicate when switching language so when I get the bottom of it I'll post up.
Regards,
Dave.
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Hi Keith,
The icons should be there, they have been added to show you the service icon, followed by the request type icon and then finally whether it is a running or paused sub-state... however for some reason you are missing the name of the sub-status which should be being shown before the final icon. I'll see if I can replicate the issue locally.
Regards,
Dave.
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I believe I have a fix for this scenario, just doing some testing on it. We already have the next update (2.50) undergoing QA so I will get the fix in for the following update (2.51).
Regards,
Dave
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Hi @Gary@ADL
Thanks for the post, could you confirm which routing rule operation you are using to apply the email updates? e.g. in my screenshot I'm using "logOrUpdateIncident".
In the latest version of Service Manager (2.49) we made a change to fix the scenario you have raised, however I've just taken a look at the various available operations and I'm guessing that you may be using the "updateRequest" operation which for some reason did not have the same update applied as the other "logOrUpdate" operations.I will make the same change to the "updateRequest" operation which will solve the issue in future, however it may not make it into the next update (2.50) in which case it will be available the following update (2.51)
In the short term, if suitable and should you wish to, you could try using the "logOrUpdate" operation which will send the notification with the original email update content before the status update is applied.Any queries just ask.
Kind Regards,
Dave.
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Apologies for the delay in response, was about to post back this afternoon, I have replicated the issue locally and I'm working on a solution right now. When I have it completed I'll let you know.
Regards,
Dave.
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I've just been trying to replicate this scenario.. could you let me know how you have the rules configured at the service level (your first screenshot above)?
Regards,
Dave.
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Hi @Keith
I've just been investigating the last issue you mentioned around the sub-status change text overwriting the email content in the notifications. I've added a fix for this problem so that in future the received email content should be maintained in the notification emails. This fix should be going into a build planned for today, so all being well with testing it should be out to you within the next 2 weeks.
Regards,
Dave.
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As @James Ainsworth mentioned yesterday, we've just completed a small change to provide a new application right under the service level management rights which will also control the ability to update request service levels in addition to the existing role checking, hopefully you can then add this right to your roles as needed. We have managed to get it into the next build planned for today, so as James said if all is well with testing and release it should be with you within the next couple of weeks.
Regards,
Dave.
BPM email node not populating template value
in Service Manager
Posted
Hi @carlt
Thanks for the post, we've investigated the issue and it is a display issue on the BPM node settings following the addition of new parameters to the email nodes. As you have found, the underlying settings are all still intact and operating as before so there is no need to worry or change anything. A change has been made to the admin tool which will resolve this issue in the UI and make the selected parameters available again so look out for this in the next update of the admin tool.
Kind Regards,
Dave.