[Predictive help in summary field]

We are piloting the employee portal and the feedback for the "predictive help" has come back as saying its difficult to move pass it.

Although all you have to do is click outside the box, it appears a look of our testers are getting stuck.

Is there are way of disabling/ limiting this feature?

[Have to sign in with SSO Twice, to actually login. Azure AD]

I think it happens to most of us who are SSO and Azure. But I've also noticed for our customers who use SSO and ADFS.

Hopefully Hornbill will have it fixed as it does cause questions to be raised...

Nasim

[Viewing Change Freezes on Change Calendar]

With the holiday season coming up next month are @Lauren and I, the only ones who want the Change Freeze period to be visible to all analysts (User type).

How do others deal with any restrictive periods?

Nasim

[Service portal not allowing access to Add Attachments page]

The Success Portal is ok now - as far as I'm aware there isn't a user app version....

Nasim

[Service portal not allowing access to Add Attachments page]

@Deen Thanks for you help last night, can you see if your https://success.hornbill.com/ has been patched?

I'm getting a spinning logo when trying to raise a project manager trial request

Nasim

[Help with Date field display]

Have a read of https://community.hornbill.com/topic/19679-resolution-time-on-resolved-emails-incorrect-before-clocks-went-back-also-showing-a-z-at-the-end-of-the-string/

I think you just need to add |formatLocalTime to the date variable

Nasim

[Service portal not allowing access to Add Attachments page]

I've tried different browsers on different devices (work laptop/ home pc), but cleared the cache - still the same problem.

Our request timelines are messed up too (we saw this last week IN00165057 11/11/20 but it fixed itself mysteriously) - this just started happening (first reported 16:36).

[Service portal not allowing access to Add Attachments page]

Definitely not working for us yet (tried different browsers/ devices) ....we started seeing the issue an hour  later (from when it was raised here), so maybe the fix needs a bit more time to get to us.

Appreciate if you can confirm it has been applied as I have a lot of unhappy customers waiting to log requests.

Nasim

[Service portal not allowing access to Add Attachments page]

What do we need to do as I've tried refreshing and the Service Portal is not working for us...

Nasim

[Service portal not allowing access to Add Attachments page]

Same here - customers are reporting this

We are portal only so need a fix asap...

Nasim

 

[Service Manager Tasks assigning to another team and supporter Error]

@Steve Giller I have the Service Desk Admin role and haven't been able to complete the task, I have to add myself to the team and then I can complete/ reassign it.

Nasim

[Service Manager Tasks assigning to another team and supporter Error]

@Steve Giller Thanks for this update.

I understand the analyst can't reassign, but they also can't complete the task too (even though they are a member of a supporting service).

I didn't make it clear, I thought the advancedRequestTaskCompleter setting allowed any User to complete the task (provided they were a member of a supporting team of the associated request).

[Cannot initialise 'Core' Error]

We had a similar outage (12:53 - 13:00), Status check was ok (but not about to get into Service Manager).

I also checked https://status.hornbill.com/ page which also showed no problem (and still doesn't show anything occurred). I'd question the usefulness of this particular one, as most times this doesn't show anything until well into a major outage....

Nasim

[Option to update multiple Requests through the Requests List]

Multiple actions have improved since 2017....now have priority, reassign, boards and cancel

 

but still looking for on-hold, change customer and email in bulk.

Nasim

[Request look has changed - not displaying correctly]

Different browsers did show the same issue - but its fixed now.

Nasim

[Resolution time on Resolved emails incorrect before clocks went back, also showing a Z at the end of the string?]

This looks fine - so not sure why the DB date/times are showing - are they still an hour out?

Have a look at the actual templates (as the settings look good).

See an example we have used:

 

If nothing obvious - then I would raise a request with Hornbill to check.

Nasim

[Request look has changed - not displaying correctly]

Not sure if this is related to the updates from last night (Core UI/ Collaboration) but some of my analysts are reporting the request look has changed in the timeline

The Show more doesn't open correctly....

[Reporting on Progressive Captures?]

Snap - I'm looking for a similar report

Nasim

[Resolution time on Resolved emails incorrect before clocks went back, also showing a Z at the end of the string?]

This is the reply I got from Victor - yes we should read the wiki :-)

Dear Nasim On 11/06 we deployed a platform update which contains the following: Added email template modifier called formatLocalTime to support formatting of dateTime columns/variables using system-defined regional settings. This system modifier uses these system settings (system.regionalSettings.timezone and system.regionalSettings.dateTimeFormat) for formatting. This was implemented to address an issue whereby date/time fields in email template were incorrectly formatting the date and time based on analyst date/time format and timzeone settings. These date/times should have used the system setting, not an analyst setting. The date/time fields in email templates can now be formatted using the above modifier. This is documented on the wiki as follows: {{.datetimevariable|formatLocalTime}} = Allows formatting of date/time variables using system regional settings (system.RegionalSettings.timezone & system.RegionalSettings.dateTimeFormat), without this formatting the date/time will use the DB value (UTC). https://wiki.hornbill.com/index.php/Email_Templates Kind Regards, Victor Szekler Senior Technical Support Specialist Customer Support Team

[Resolution time on Resolved emails incorrect before clocks went back, also showing a Z at the end of the string?]

We had the time difference and Z in our emails until we added the |formatLocalTime bit into the template

Although don't understand why you are seeing this now....its been like this for months (22nd June) for us.

Nasim

[Resolution time on Resolved emails incorrect before clocks went back, also showing a Z at the end of the string?]

Is this a templated email, if so check to see if you have included {{.H_datelogged|formatLocalTime}} on the field

Nasim

[Hornbill not available for us]

Ok its back - did something happen 11:00 - 11:15?

[Hornbill not available for us]

Is anyone else having issues with Hornbill - I can even get the support site to work to log the issue

Nasim

[Service Manager Tasks assigning to another team and supporter Error]

We have had issues like this - previously I was sure we could reassign tasks, but now we can't.

I thought the below option would allow this (provided the users where part of the supporting services) - but it hasn't helped us.

Be good to know if you get a solution to your issue @Nikolaj

 

[Change Calendar available to all staff]

Although majority of staff will not be interested in viewing the Change Calendar, there are some staff who are not Analysts who wish to see the calendar.

At the moment I'm emailing them the weeks changes but due to O365 spam filtering, this is becoming more difficult.

I'd be interested to see if there is support to open up the Calendar for basic users, or if there are other ways of distributing the changes.

Nasim