[Where is the Knowledge Base?]

@will.good

We have reverted your migration this morning, so you should be able to go in and edit those FAQs that were migrated yesterday, and we have patched the application, removing the ability to do so again (until the functionality is fully released). You should not have any issues, but let us know if you do.

Sorry for any inconvenience.

Thanks, Ryan

[Feedback Questions ordering]

Hi @samwoo,

The primary record and translations are stored in the same table. h_id is the ID for the translation, and h_question_id is the ID of the question, each translation for the question will share the same question id. You may need to add "h_language='default'" to your criteria, so the report does not return duplicate records.

The order of questions displayed is by the h_order field, then its ordered by h_last_updated.

Thanks,

Ryan

[Not able to open progressive capture following ESP 3492]

Hi,

We are currently investigating this issue, will hopefully have an update for you soon

Ryan

[Last updated field for assets not displaying formatted value]

Hi @Nikolaj

I believe this issue has been resolved with Service Manager build 2241 as part of "Date formats on the assets list are inconsistent. {PM00167248}"

Are you still experiencing this issue?

Ryan
 

[Exporting views with Custom fields are blank]

This should be fixed in the next release in early June.

Ryan

[Human Task Timeline Update - no longer appears]

@Luke Found an issue with creating the timeline entry when a task with custom outputs are used.

You shouldnt need an extra node to create the timeline entry after the New Change Time Selected task is completed.

This will be fixed in the next Service Manager release in early June.

[Service Subscribers Add includes Archived Organisations]

It should be excluding archived accounts, so I have raised this with the development team.

I have tried the other subscription types, but could only see the issue with external organisations. @Martyn Houghton Were there other types you found this with?

Ryan

[Employee Portal Links not re-directing]

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

[My open requests widget issue]

Hi Dan,

Thanks for reporting this.

I have found the issue and will hope to get a fix in the next SM build.

Ryan

[New Connections Functionality - 3 July 2019]

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

[Enhancement: Remove "undefined" text]

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

[URGENT: Cannot login to Hornbill]

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

 

[Several translations are missing in our customer portal]

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

[Email Auto-Routing issue... potentially urgent?]

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

[View - add Ticket summary]

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

[View - add Ticket summary]

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

[View - add Ticket summary]

@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?

[View - add Ticket summary]

Hi @Darren Rose

It all appears to be working for me.


Does the user accessing the Board have Service Manager rights?

Ryan

[Product ID in Asset Management]

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

[Adding Requests to Global Boards]

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

[Customer Feedback Chart]

@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

[Wrong Details pulled through when printing a request]

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

[Reporting issue]

Hi,

It looks like you are using "Value is not equal" with multiple values. I will raise this internally, but I think you should only be able to set 1 value when using this type of filter. What is happening, is it is using the first value, and creating a filter of Service Name != 'Estate Services' and ignoring the filtering of Security.

If you change "Value is not equal" to "Value is not one of these" then it will create a filter Service Name is not in ('Estate Services, 'Security') which will exclude both of these Services.

See if that helps,

Ryan

[Request improve search for apply email to ticket]

You said you would like a text search on the Apply Email to Request form.

Do you mean that you would like  a free text search to match on the Summary / Description of existing requests? Instead of only being able to use the Request ID?

Thanks,

Ryan

[Small Email window]

Hi Mark,

Yes, we are aware of the issue, and it has already been fixed in the next Service Manager update, which is aiming to be out later this week.

Thanks,

Ryan