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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    When you first login to your session in Service Manager and go to the Request List the Totals under the Filter window do not get populated with the number of records in the appropriate status. This will stay in this state until you click on the on one the status selections to get the totals to populate. From that point on the totals will then update when you change your selection within the Request List view for that session. However when login a fresh again the totals do not populate again until you manually click on other status selections. Can the totals be updates when the request list view first loads, as this has lead to some of our staff not realising they have a number of incidents at the 'New' status. I have replicated this on both Chrome and Firefox, so seems to be an application issue rather than browser one. Cheers Martyn
  2. Martyn Houghton
    @Gerry Just to confirm the error we are getting is about UTF-8 rather than UTF-7. In terms of the respone we received this as below. We will also review the disclaimers on the effected organisation emails to determine if the invalid characters are present. Thanks for the detailed replies. Cheers Martyn From: Hornbill Support [mailto:hornbill.support@hornbill.com] Sent: 16 November 2016 14:27 To: Martyn Houghton Subject: Hornbill Incident IN00144192 Update - Failed to decode message, invalid UTF-8 encoding encountered Hi Martyn, Regarding the issue you raised about the failed to decode message invalid UTF-8 encoding encountered, I gave you a call just now to discuss the way forward with this issue but you were not available. As Victor explained in the email he sent to you on 14th November, the error message you got is because the incoming emails have characters encoded in a "character set" which our mail decoder does not know about. Your other email processors handle this better, as they most likely contain more character sets than Hornbill does. Victor also mentioned that this can not be considered as a defect, as our email decoder behaves as intended although it may not process all possible character sets. What you can do is raise this on the forums as an Enhancement Request. Kindly let me know once you have done this so that I close this ticket. Many thanks Pamela Hornbill Application Support Team
  3. Martyn Houghton
    @Ehsan This also seems to be affecting the Customer Portal Organisaiton View as well. Cheers Martyn
  4. Martyn Houghton
    We process around 9,000 emails a month through Hornbill and have been seeing a few but increasing occurrences of emails failing to be recevied properly into the Mailbox, with the affected email being inserted as a error with 'Failed to decode message, invalid UTF-8 encoding encountered' subject. We have raised this with Hornbill support (IN00144192) who have advised that this is down to component used in Hornbill not supporting the character set being used by the system sending the emails, which then means we struggle to receive emails from the affected customer. The same emails are readable in Exchange/Outlook. They have advised that this is not a defect, just a limitation of the current component support for different character sets used in emails and that I should raise this on the forum to determine if this is impacting other users. I have asked for details of the character sets supported by the currently implemented component. Is this issue affecting anyone else? Cheers Martyn
  5. Martyn Houghton
    When raising a linked request from an existing one which is logged against a customer (external) not coworker, the current contact informaiton is not passed into progressive capture 'Search Customer' step, where as if this is done for a coworker it is. I beleive this is a known issue as it came up in our original switch on phase, but do not seem to be able to find a reference to it on the forum. Is there are Known Issue reference for this and an update when this is planned to be fixed? Cheers Martyn
  6. Martyn Houghton
    @Gerry That good news indeed. Thanks Cheers Martyn
  7. Martyn Houghton
    @Ehsan There appears to be a difference in the display of the translated label between browsers used. They appear to work fine in Chrome and Firefox, but are still displayig as Custom_X in Internet Explorer and Edge. Cheers Martyn
  8. Martyn Houghton
    @m.vandun Mark Are you stage checkpoints set as mandatory? If you set them as non-madatory do you still get the same error? Cheers Martyn
  9. Martyn Houghton
    @Ehsan Thanks. I keep track it via Hornbill Support. Cheers Martyn
  10. Martyn Houghton
    @Ehsan Do we have an anticipated timescale for this fix? Cheers Martyn
  11. Martyn Houghton
    @Ehsan Thanks for replicating it. It get even more interesting when the person has left as well, especially when using single sign on! Cheers Martyn
  12. Martyn Houghton
    @Gerry The request was born following the issues we experience with the SM 2.36.x and the fact that we do not have a test system to test deploy releases prior to them going on to live. The business requirement was discussed on the basis of of perhaps us taking a more conservative approach to applying the latest release. Cheers Martyn
  13. Martyn Houghton
    At the moment when updating an application via the App Store, it is only possible to select the most recent release of an application to update too, irrespective of the number of intermediate releases. Would it be possible to have the option to be able to select and update to an intermediate release? Cheers Martyn
  14. Martyn Houghton
    At the moment the Category/Profile field is somewhat out of the way within the details section of the requests. Would it be possible to have a separate action icon at the top of the request to both view and update the category/profile of the requests, as this is quite important for us that this kept up to date, so that trends can be more easily identified and reported on. Cheers Martyn
  15. Martyn Houghton
    @Ehsan, @m.vandun We too are getting this issue too, which is causing quite a bit of confusion. We are on Service Manager 2.36.6. Cheers Martyn
  16. Martyn Houghton
    @Ehsan The issue is triggered when the two different actions are being done by different users. When logged in as a user that did not apply the email to the request, you do not get the visibility option under More Actions. Cheers Martyn
  17. Martyn Houghton
    Could I raise User Interface improvement request for the Time Picker as used in a number of places in the application, but specifically the one used when placing a request on hold, as below:- At the moment you cannot manually enter the time in numbers and you have to use the drop down to select the time. When you click on the field it drops down the selectors for both the hour and the minutes, but closes when you make a selection of only one of the values, either hour or minutes. You have to click on field again to open it up to then click on the value you want for the other. When you are updating just a few requests this would not be too much of an issue, but when you are updating a large volume of cases on a daily basis it can quickly become annoying. Would be possible to have the time picker to stay open until you have click/tabbed to a different field? Would it also be possible to be able to type the time in as well, given that sometimes you have to make a number of clicks to scroll the picker to the hour/minute you want. The reasons for the latter point is that we always put our requests on hold to the end of the day, i.e. 18:00 hours, so that our 1st Tier are able to chase up customers on the day it comes off hold prior to the SLA timers restarting. Cheers Martyn
  18. Martyn Houghton
    @Kelvin The posts below may also give you some background info as well to why it happened. Cheers Martyn
  19. Martyn Houghton
    @AndyColeman If you go into Admin Tool, Monitor, Log Files, EspServiceService.log are you able to locate the full error as the red error box truncates most of it. Also what version of Service Manager are you now on? Cheers Martyn
  20. Martyn Houghton
    @steven boardman @Gary@ADL We would also be interested in the ability to update the custom fields as an activity in the BPM process. Cheers Martyn
  21. Martyn Houghton
    When the Email mailbox 'Apply to Request' option is used to update a request the resultant timeline entry visibility setting can only be adjusted by the user who undertook the update. Even as a super user/system admin we are not able to alter the visibility, only the user who undertook the update. This seems to be a bit restrictive give that the visibility of other timeline updates can be changed. Also with us operating a shift system with our 1st Tier, where an email update has had its viability incorrect set, i.e. an internal email marked as customer, we may not be able to correct this for sometime, making it visible to the customer on the portal. Can the ability to alter the email visibility be configured as a setting or the unnecessary restrictions removed? Cheers Martyn
  22. Martyn Houghton
    Related to @Ralf Peters post below,it would be could to have the visibility option displayed in the completion window for a Human Activity, with the ability to either hard code this from the BPM Node itself or set a default value allowing it to be set on completion of the task. Cheers Martyn
  23. Martyn Houghton
    @Ehsan We have applied v2.36.6 this morning and that does seem to have reinstated out labels accross all our many services. Thanks you. Cheers Martyn
  24. Martyn Houghton
    @James Ainsworth In the short term, perhaps the best option is to disable the display of the Team and Owner, if the spawn async setting is enabled? Cheers Martyn
  25. Martyn Houghton
    @trevorharris Thanks for the update. Performance improvements on the large mailbox folders would really help, give the large volume of we receive. Cheers Martyn
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