[Major issues this morning]

We are having major issues this morning - i've raised an incident with you

 Multiple things not working e.g. cant assign calls (get Server -1 error), BPM errors (XMLMC invocation failures), only a few available request actions

 We updated to build 1338 last night and there was a LIVENODE update this morning

[Blank page when authentication request is redirected to Federation server]

Thanks again @Gerry

[Blank page when authentication request is redirected to Federation server]

Thanks for that @Gerry

The issue only came to light yesterday. It's not affecting everyone but with the users who are affected, it happens every time.

Chrome and Firefox are fine but they redirect to the Federation log in page as opposed to IE which (on the network) automatically authenticates with the Fed server.

I'll get our IE and Federation settings looked into 

Thanks

Carl 

[Blank page when authentication request is redirected to Federation server]

We have been using SSO in Hornbill for quite a while without issue but have recently started experiencing an issue that is at the moment seemingly only affecting a small number of users.

In internet Explorer when the user selects the Identity Provider (we have 4 SSO profiles) the page redirects to the Federation server with just a blank page. Only when the page is refreshed is the redirect to Hornbill initiated.

We have other applications that use Federation that apparently aren't experiencing the same issue.

Have you seen this before? Is it likely to be related to Hornbill, Internet Explorer or the Federation servers? 

Thanks

Carl

[Conditional fields]

Ah OK thanks @Victor

Fortuitous timing for me then. I'll look out for it in the next SM update

[Conditional fields]

Hi

I've just started looking at the conditional fields functionality. I can get the fields to be hidden in the PCF as required but those hidden fields still appear in the Request View Questions as 'Not Answered'.

Is it not possible to exclude the questions that weren't presented to the user from the Request View, or have I missed an option?

Thanks

Carl

[Basic user session timeout]

OK thanks for that @Gerry I'll increase the timeout

Carl

[Basic user session timeout]

Hi

We've had a couple of users complaining recently that they spent a long time typing out a request only for the session to timeout and they lose everything entered.

We've got the basic user session timeout set to 15 minutes, which for the most part we think is a reasonable amount of time to raise a request, so don't really want to change this. I presume increasing it may have an adverse affect on system performance?

My question is, rather than the message that says the session has timed out with the option to re-authenticate and lose changes - could there not be a message prior to the session expiring giving the option to extend the session?

Thanks

Carl

[Link requests - bulk Request Action]

Great. Thanks @James Ainsworth

[Link requests - bulk Request Action]

Hi

There have been some useful additions to the bulk request actions, another one that we would find useful would be the option to link requests in bulk.

So for major incidents the related incidents could be more easily linked from the request list, rather than having to go into a request and manually searching and linking.

Having a display column indicating if a request has been linked might also be useful

Carl

[Urgent - Staff can't raise requests through portal.]

Same at Brent too

[Reports no longer work]

FYI @TrevorKillick certainly for one of my reports the csv file that is being generated (despite the failed message) hasn't populated one of the columns that was populated previously

[Reports no longer work]

@TrevorKillick it's still failing for us

[API method call to return entries in the timeline]

@Victor ok, so no API that lists all actions. I presume there is one that would list the actions on a given request if an ID was passed to it?

Thanks

[API method call to return entries in the timeline]

@Victor not sure what "Filter list" you mean but as I said above, it's the kind of data that's in the h_buz_activities table i.e. a list of actions that have happened to all requests between a given time period - so datetime of assign, update, email, resolve, close etc. and who carried out the action

[Log of viewed requests]

Hi

Does Service Manager have a database table that holds a log (audit) showing who had opened/viewed a request even if no action was taken?

Thanks

[API method call to return entries in the timeline]

Hi 

Is there an API method that will return the type of entries that would appear in the request timeline?

Ideally I'm after the data that would be in the h_buz_activities database table - preferably filtering that data directly rather than having to supply a request or an activityStream ID.

Thanks

[BPM email node not populating template value]

Thanks for the update @David Hall

[Sending email to customer when a call is re-assigned]

Hi @Victor 

The part of the BPM where we would want the email sent would be while the process is also waiting for the request resolution.

The request may not get reassigned but it would be about sending an email however many times it does get reassigned.

Is there a way of doing this?

[BPM email node not populating template value]

When opening an existing published BPM the Email nodes no longer populate the Email Template value, now has it set to 'Auto'

The BPMs still appear to be sending out the emails using the previously specified template but its not populated in the node.

[New line in custom fields]

Thanks for the update @TrevorKillick 

A nice feature

[New line in custom fields]

Hi

Is there a way to put a new line character into a custom field and get it to render in an email template?

I'm setting the custom fields in the BPM based on answers to the Pro Cap questions so that they can be included in an email. However, there are more questions than custom fields - so I was intending to combine more than one answer in each custom field.

I've tried using \r\n in a <pre> tag and If I use <br> or <p> tags in the custom field the less than/greater than characters just get converted into character entities i.e. &lt; &gt;

Or is there another way of doing this?

Thanks

[API call to return cancelled calls]

Thanks @Chaz the archiveEquals parameter does indeed return the requests I'm after.

And thanks for the tip about checking what the Views send to the server - very useful.

[API call to return cancelled calls]

Thanks @James Ainsworth 

It would be useful if there was a way to do this via the API.

 

 

 

[API call to return cancelled calls]

I am trying to retrieve cancelled calls via the API

I've tried the smGetRequests call, just setting the statusEquals, rowstart and limit parameters - which returns data for all statuses apart from 'status.cancelled'  - it gives a count of 0 (we do have cancelled calls).

Is there another API call or perhaps a queryExec query that will return cancelled calls?

Thanks

Carl