[PowerBi R script issues since latest update]

@J_Tamburrini sorry to hear that, is it the same as before or is it giving you a specific error this time?

[PowerBi R script issues since latest update]

@J_Tamburrini @chriscorcoran Someone else reported a similar problem with Power BI script issues and the root cause was lack of TLS 1.2 support.  Our developers have now corrected this issue by adding support for TLS 1.2/1.3. If you use the updated files from the link below that may resolve the problems you are seeing:

https://github.com/hornbill/rPowerBIHornbillDataSources

[My Activities not working correct (refreshing problem)]

@Nikolaji i've been trying to replicate this without success.  Do you see the same behavior on alternate browsers and are all your users affected?

[How to turn on "Automatic Backups" for Basic Users]

@Daniel are the basic users able to go into their profiles and set this themselves?

[Widgets - Counter - Icon Selector not working]

@Martyn Houghton we've raised this with our developers.  It looks like a defect and i'll let you know what they come back with. 

[Issue with "my activities"]

@Keith not something I have seen, clicking on the orange totals give you the option to clear them down 10 at a time, however are you seeing it clear all activities for all activity types?

[Issues Gateway 500]

@Joyce Yesterdays issue was due to an higher than expected load on the front end web servers. This mornings issue was due to a new proxy server being added (in order to help address yesterdays issue) which unfortunately had a configuration error that limited the maximum open connections through the proxy to 4096 connections.

[Issues Gateway 500]

Our infrastructure team have addressed the issue.  Please follow https://status.hornbill.com/ which lists the root cause analysis for this disruption.  We apologise for any inconvenience caused.

[Placing Multiple Calls on Hold]

@Richie we've raised this internally, but currently do not have confirmation if or when these features could be added.  I see no reason why they couldn't though and will update this post when we know more.

[Request List search function question]

@Nikolaj was not simply create and share a view with the Helpdesk team. From your screenshot above simply select All Calls and then Add New to configure a view that matches the search parameters. 

[Ability to pick to and from dates in date control field]

@Alisha currently not possible, but I've tagged this as a possible enhancement. 

[Missing Font]

The latest Collaboration release should now contain the missing font.  I have verified Calibri can now be selected. 

[Sometimes Customer Updates do not take the call off-hold]

For anyone affected,  it may be the case that the issue only occurs if the customer replies to a post on the timeline. If the customer creates a new post to the timeline the request is taken off hold as expected. Can you confirm if this is also the case for yourselves?

[new Users created on AD not appearing on Hornbill]

@Axel.Pagaddu  From Home > System > Data > Data Import Configurations have a look to see if there is an LDAP import specified.  If there is you will need to ensure that it is set up correctly.  There is a guide here that will get you up to speed on using the utility:

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

 

Deen

[View Email option gives Oops! You do not have access to this email.]

@AndyHill do the emails reside in the deleted items folder in the mailbox? It might be the case that the emails have been manually moved at some point which has then caused issues when viewed from the request.

[Missing Font]

@Jack_Podmore our developers have confirmed there is an issue here.  They have updated the font list from the Compose option and this should appear in the next build although I currently do not have a release date for this.

[Missing Font]

@Jack_Podmore apologies.  I'll follow up and have an update for you tomorrow.

[Resolution Notification Not Working For Service Requests But Work For Incidents]

@GSM it would be worth familiarising yourself with our BPM related documentation here:

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

Via the BP editor if you can locate the BP used by your Service Requests compare it to the Incident BP.  That will probably have a Resolution\Closure stage and will be configured to generate an email on closure.  You would need to compare that to what you have for Service Requests.

[Adding pictures to snippets]

@Haroon this doesn't seem possible from what I can see.  Perhaps something the development team can consider as a future enhancement.

[View Email option gives Oops! You do not have access to this email.]

@AndyHill does this happen consistently for certain emails or does trying again allow you to view the email in question?

[On hold visibility "Manager Visibility"]

There is the possibility that it is caching the visibility status of the previous update if two updates are done in quick succession.  I'll discuss this internally and see if I can replicate.

[Missing Notifications - Database Query]

It looks like the h_sys_notification_history table should hold the info in question, it looks fairly straightforward with the User ID, notification action, content etc.

[Hornbill Tasks New Status "On Hold"]

@Nikolaj not possible out of the box as there is no timer specific to the tasks .  I've tagged it as an enhancement as some may find a Status field useful.  

[Multi selecting request to bulk resolve]

@Adrian Simpkins one way to determine what request is causing the problem is to select one at a time and keep an eye on the Actions button.  It will disappear when a request that it cant group action is selected.  You can then check to see what is different with that request.

 

[Dashboard Charts not pulling through view lists]

@yelyah.nodrog are you able to replicate this on other chart types as I am not seeing the same behavior on my system.