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Hornbill Developer
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Ryan last won the day on August 29 2017

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About Ryan

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  1. Hi @Jeremy, I can see the issue with the redirects from the log request form to the new employee portal, and will raise this with our development team. Thanks, Ryan
  2. Hi Dan, Thanks for reporting this. I have found the issue and will hope to get a fix in the next SM build. Ryan
  3. Hi Frank, It looks like there is an issue with the tab, and the content is not loaded if you have change request values previously selected. This has been raised with the development team. In regards to the connections option, this is not hidden behind a setting. Are you checking the correct portal? This is only available in the Employee Portal https://wiki.hornbill.com/index.php/Connections Thanks, Ryan
  4. As a temporary workaround, it is possible to update the mappings to use a blank string when the value is undefined. if you update the mapping from Custom A Contents: &[global["flowcode"]["customFieldA"]] to Custom A Contents: &[global["flowcode"]["customFieldA"] || ""] Then when the value is undefined, it will use a blank string instead. Becomes
  5. Hi @P. Nordqvist, Are you able to raise a Request via the webform for a member of the Customer Success Team to investigate You can raise a Request via our webform through the following URL: https://www.hornbill.com/support/?request/ Thanks, Ryan
  6. Hi, James has already covered item 1. 2. List status and sub status guest.com.hornbill.servicemanager.portals.portal.home.requestView.status guest.com.hornbill.servicemanager.portals.portal.home.requestView.subStatus (missing) 3. Post action - upload image, insert emoji user.core.uploadImage user.core.insertEmoji user.core.keyboard-shortcuts.previewwiki 5. Yes/no for dialogs guest.component.dialog.DIALOGS_YES guest.component.dialog.DIALOGS_NO 6. Service Status - ui.app.com.hornbill.servicemanager.servicePortfolio.status.nostatus ui.app.com.hornbill.servicemanager.servicePortfolio.status.available ui.app.com.hornbill.servicemanager.servicePortfolio.status.impacted ui.app.com.hornbill.servicemanager.servicePortfolio.status.unavailable ui.app.com.hornbill.servicemanager.servicePortfolio.status.nostatusMsg ui.app.com.hornbill.servicemanager.servicePortfolio.status.availableMsg ui.app.com.hornbill.servicemanager.servicePortfolio.status.impactedMsg ui.app.com.hornbill.servicemanager.servicePortfolio.status.unavailableMsg There is an issue in the Customer Portal, where this value is not translated. but the strings are guest.com.hornbill.servicemanager.portals.portal.service.status.available guest.com.hornbill.servicemanager.portals.portal.service.status.impacted guest.com.hornbill.servicemanager.portals.portal.service.status.unavailable The popup from this button is not translated, but will display the value saved in the Service Form. I will need to talk to the developers about the translations for the disconnection popup (4), and the progressive capture mandatory prompt (7). Hope this helps, Ryan
  7. ERROR(006) is not the most helpful message, but this is the error returned when more than 1 record is found with the from email address. Are there more than one Co-worker or Contact with the email address being sent from? Ryan
  8. Looks like there is an issue where the summary is missing if it is populated via a question form instead of the request details form in progressive capture. Hopefully this will get fixed as well. Ryan
  9. If the request had a summary, then it should have been displayed in the confirmation, but that is missing from your confirmation @Darren Rose So this would explain why it has no summary on the card in the Board. In a build planned for later this month, the content of the card will display the current Summary of the request, rather than the value at the time the card was added. Ryan
  10. @Darren Rose last question before I am stumped. When you added the request to the board, did it already have a summary? Or was the summary edited/set after adding the request to the board?
  11. Hi @Darren Rose It all appears to be working for me. Does the user accessing the Board have Service Manager rights? Ryan
  12. Hi @Paul Alexander The data in the asset records is stored correctly. This is just a display issue with the product id value on the asset list. It is displaying the ID of the Software->Product, instead of displaying the Financial->Product ID field. This only affects assets of Software type. We will look into providing a fix, but just letting you know that any information entered is correct. Thanks Ryan
  13. Hi Darren, If the Board Manager App is installed, your Service Manager will have the option to enable the boards app action for the request types against a Service. It sounds like you have already added the request types as options in the Board configuration. Then users who have access to the Boards Manager App, will have that actions against the request visible. Hope this helps, Ryan
  14. @SJEaton When closing a request via the BPM, the system was incorrectly setting the rating to 0. This is where all the 0 values are coming from. If a user provides feedback, then it would have overwritten the 0 value. I think it is safe to assume that they are the same as "not set". Ryan
  15. Hi Sam, Had a look at the printing template, and there is an issue. Custom Fields are included in the Details section, using the default system level translation string for the field. A question for this request has been mapped to a Custom Field, so it has been printed out, and the translation string for that custom field on your system has been used. The user is not seeing information related to another request. The print template needs to take into account the Service Level request configuration for fields to display and translation strings (your other screenshots) but is not. I will raise an issue for development to look at Ryan
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