Deen
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Posts
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Enhancement Requests
Posts posted by Deen
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@Shamaila.Yousaf it would be interesting to get a screenshot of exactly what your seeing so we can determine where the inconsistencies are.
Deen
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@Adrian Simpkins In the administration console under System - Email - Shared Mailboxes - MSB Mailbox check the Inbound Mail Service tab. There should be a POP3 or IMAP4 service set up to trieve inbound email. The first step would be to check that this is present and that the Test Connection option against the service works.
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@all
Our Infrastructure team have completed their analysis and have determined that the root cause was due to the following:
At 14:09 our monitoring systems alerted us simultaneously to a number of issues with around 10% of our customer instances. All issues were related to performance of underlying disks on a given node which would have resulted in customers reporting below expected performance or occasional disconnects. . Our cloud team immediately identified the root cause as a disk concurrency issue effecting 1 of the underlying node and began reducing the load.
The issue was resolved by 14:13.
At 14:16 the same issue occurred again and we undertook the same steps to resolve. This was finally ended at 14:19
The root cause has been identified as a issue with session cloning (usually during elevation of Flowcode) when the same or multiple sessions are repeatedly cloned in a very short time and these have a large volume of cached data. The chance of this combination of events is small.
This caused concurrency issues with the other instances running on the same node/disks.
We have now identified the root cause and have a development plan to prevent the issue going forward (Session Cloning will no longer copy cached data unless forced) and we would expect to see this changed rolled out over the next few weeks (Given the likely hood of this occurring we do not see the need to produce a patch)
We apologise for any inconvenience this may have caused. -
@chriscorcoran I don't believe that there is anything on the email itself that would identify the deletion method. The log files may shed some light on how it was deleted however.
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@sprasad you might want to look at the following advanced system setting and check what its currently set at:
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@hollyp there are some initial troubleshooting steps listed here you can take:
Failing that you could try flushing your browser cache.
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@AKetteringham our internal investigation has not indicated any issues with the server. We did not see any connection attempts in the logs for the last two hours which suggests that there may have been a comms issue specific to your own infrastructure. I am glad to hear that you are now able to connect, let us know if the problem does reoccur as there are additional tests we can conduct at your end via the support request.
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@TomW I believe h_sys_tasks would be the main table with the h_owner column being the task owner.
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@Alisha it's possible the sending clients are using Rich text rather than HTML or plain text format for their outbound emails, see the following which discusses how to turn off the TNEF format to ensure better compatibility. It might be worth giving this a try for one Outlook client to see if it makes a difference:
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@yelyah.nodrog what is the result you are actually seeing? If we know the output we can probably figure out what needs tweaking.
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@Jack_Podmore from what I can see there is the ability to publish the report via Document Manager. Sending via email would be a useful feature to have though...
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@SJEaton validating the process should also activate the download button.
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@Shamaila.Yousaf If you want to report on just the current day, rather than using a date selector under Period Filtering you can set it to use a predefined date setting instead of a date range.
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PM00155812 : Cannot save an escalation without choosing an action first should be appearing under the Published Defect section shortly.
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@Jamie Talbot this was recently reported and is being worked on by our developers. As a work around you will find that if you choose 'Send Notification' as the action however it will retain the event.
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h_fixtime (Request Resolve Time) may also come in handy for this report.
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@yelyah.nodrog We'll look at this as a feature that may be included in a future Service Manager build. A work around would be problematic as the data is being pulled from h_itsm_requests_members rather than h_itsm_requests.
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@Shamaila.Yousaf It should be possible, when setting up your widget\measure you would need to report on the h_category field in the h_itsm_requests table. The where clause would need to have something along the lines of h_category = 'Category Name'
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@Paul Alexander ah that explains it! Thanks for the update.
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@Paul Alexander could you log a support request for this. Having discussed this with our developers as long as Jo is the customer associated to the request then those requests should appear in the list. We will need to have a closer look at Jo's profile.
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@Paul Alexander there may be an issue here as I can replicate this behavior also. I've asked our developers to take a look at this. I'll let you know what they find.
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I'll also look into getting that wiki section filled out...
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@HHH You may find that even with this extended the session will still be disconnected due to something else in the chain such as the browser itself. Are you seeing excessive timeouts in the portal?
Problem with reports
in Service Manager
Posted
@Joyce have you tried other output formats for the report such as PDF/XLS? Also does the preview hit the 500 record limit as the problem may be due to the volume of data contained in the report.