[Time spent on tickets]

The Timesheet plugin for Service Manager would in some way replicate what you used to see in Supportworks:

https://wiki.hornbill.com/index.php/Using_the_Timesheet_Manager_Plugin

[Issue with filters after Build: 1819 update]

To close this one off, the patch should no longer be required as the fix has been included in the latest Service Manager build.

[Automatic email notifications one email response]

@Alberto M could be down to the following Service Manager setting, would be worth checking to see if it is enabled:

[Issue with filters after Build: 1819 update]

@DFarran @Logan Graham The patch has now been applied.  In order to apply the patch you will need to reload the application.   There is a button in the Admin view for this:

[Issue with filters after Build: 1819 update]

@DFarran @Logan Graham i'll ensure that your instances are also patched today.

[Searching after Outage]

@Jeremy would also be worth running the indexing out of working hours if possible.

[Issue with filters after Build: 1819 update]

@Paul Alexander @Adam Toms i'll look into getting your instances patched.

[Lost Access - Could not connect to the service]

@Jack_Podmore we are aware of the problem and are currently working on a solution.  There will be a further update shortly.

[Issue with filters after Build: 1819 update]

@Martyn Houghton your instance should now be patched, it would also be worth refreshing your browser cache before attempting to replicate.  If you still have issues let me know on the request you have open and we can deal with it from there.

[Filter in Request View not displaying correct information]

@HHH Your instance has also been patched.

[Filter in Request View not displaying correct information]

@Cassie we now have a fix for this and your instance will be patched later today.

[Issue with filters after Build: 1819 update]

@Martyn Houghton @Alisha we now have a patch for this and your instances should be patched later today. Let me know if the problems persist afterwards.

[Issue with filters after Build: 1819 update]

Looking like a potential defect.  I'll post back here shortly when I have confirmation and more info.

[Previous years data on Measures]

@Joyce I take it the team name has remained the same since 2017 as that is the only thing I can think that might have changed.

[Changed the email template in the BPM]

@7oaks that looks like a timeout, possibly during a period of inactivity.  I take it your browser had not been idle for a while before this.  Also have you seen it again since or was it a one off?

[Problems using the Hornbill Report Runner]

@TomW it may also be a timeout issue linked to either the size or number of reports being run, does the problem still occur if you set the json to only do one report, and also specify a simple report that only returns a few results?

[Problems using the Hornbill Report Runner]

@TomW would be worth looking at the log as there may be additional info in there,  all logging output is saved in the log directory, in the same directory as the executable. The file name contains the date and time the import was run.

[Xmlmc method invocation failed for BPM invocation node]

@Hollie @PeterL @Lauren @StephC @DFarran @AndyHill Hornbill ESP build 3237 has now been released to live and as detailed in the release notes contains a fix for this particular issue.

 

[PowerBi R script issues since latest update]

@J_Tamburrini @chriscorcoran the just released v1.3.0 of the Power BI Hornbill Data Source scripts should correct this issue.  I have emailed you the full details on the requests you have open with us.

[Shared Default View]

@7oaks as far as i'm aware, they would have to select the view and then select the 'Home' icon which has a 'Set Current view as my home' option to make it their default view.

[Linked Calls]

@AndyHill it might be possible to configure using the business process engine.  In terms of out of the box functionality i'll tag this as an enhancement.

[PowerBi R script issues since latest update]

This is still being looked into although there does appear to be a link between the volume of data, for instance a weekly report is unlikely to have problems but a monthly report is more likely to timeout and lead to the empty table.

[Add description when linking to Problems]

@Alisha you can always add a comment to the time line entry for the link event.  I've tagged this as an enhancement though.

[Notifications and desktop popups]

@Adrian Simpkins the following wiki article may shed some light on the various notification settings:

https://wiki.hornbill.com/index.php/Service_Manager_Notification_Settings

I take it they are set to either Hornbill only or Both?

[Unable to access Hornbill?]

@nasimg RCA below:

At 07:40 on Friday we noticed slower than usual SQL query responses. The root cause was found to be the inadvertent removal of an index during the prior night's update. This index was removed in error, as there were other query dependencies that required the index to be in place for some large data sets. The issue was identified, diagnosed and resolved for all affected instances by 09:18 the same morning, and there was no data loss. We recognize this issue caused some of our customers disruptions and for that, we unreservedly apologize, thank you for your patience and understanding.