JJack

Hi, Wiki Markup (hornbill.com) (Fri Apr 12 2024) has a single detail paragraph, on Section Headings. The wiki page Wiki Markup - Hornbill had lots more, eg section headings, lists, text formatting, links etc etc.

If we have a Form (as opposed to a customized form) in a capture, can the capture find out anything about what was entered? For example, I'd like to know if an asset was chosen or not, so I can then ask different questions. We can find out about customised form entries, eg the value entered or 'not set' etc. If I make the Asset form mandatory but our asset information is out of date or the user is exceptional in not having been allocated any assets, I'm just going to force them to link an incorrect value. Thanks in anticipation, Jill.

I'd also be interested in this.

Hi @Steve Giller, Yes. I have tried putting this in the profilemapping section and the manager section but it has no effect that I can see - so even a separate run just to clear the values before a second run populated them again wouldn't work. Should this work? I have a similar requirement to clear organisational levels. If use of __clear__ is something brought in in a recent executables updates, we may not be on the latest version and so would have to wait until we bring ourselves up to date. Thanks, Jill.

Us too, some people really missing the former look of on-hold calls. Please can we have the italics back. If it should make a difference, we already have the setting @samwoo mentioned set to italics:

@Gerry Sounds excellent, thank you. Good to have links from the the process logs too. This particular call, I just did a save and restart in the failed process and it carried on happily. Is it possible the process did not (or could not) wait for, or coordinate itself with, the re-delivery attempts of the email. If anyone does know about access to archived log files, I'd be glad to hear ('Previous log file(s) archived to EspInstance….zip') Thanks, Jill.

Hi, I have a process with a failure at an external authorisation node, 'Email approval failed with state error'. It happened yesterday. If I find the email in the folder, it shows a green envelope with status Delivery - Delivered, and the associated 'message delivery status' log has: 05/03/2024 16:15:49 Failed to deliver message to target recipient. … 05/03/2024 16:15:49 Delivery will be re-attempted at 2024-03-05 16:16:49Z (1 minutes), attempt 1/9… 05/03/2024 16:16:52 Message delivered to target recipient OK I'm told in the failed process log to 'see delivery log for message 26725'; ( 0.170564s INFO External Approval State: error 0.170580s ERROR External Approval Error Message: ERROR: Unable to deliver message, see delivery log for message 26725 ) is this the log I can see as above or is there something different? If so, where can I find this 'delivery log'? What I can see doesn't seem to have any obvious 'message' number of 26725. I can't either see anything like a 'message number' in the various mail log files (Platform configuration/monitor/Log files). How can I know if the failure was caused by sending out the authorisation request or by an attempt to approve (or reject) the call? As there is a line just before the failure message, in the block timed at 05/03/2024 16:15:49 as: 0.154592s INFO Execution reason is 'erResumeEmailApproval' I'm guessing the latter. However, 05/03/2024 16:15:49 is before the message that the email had been delivered, showing as 05/03/2024 16:16:52 The email asking for approval seems to have been sent around 05/03/2024 16:15:10 and the error in the process occurred around 05/03/2024 16:15:49. The documentation Log Files (hornbill.com) tells me: EspMailService.log View this log to monitor events related to your mailboxes and the processing of incoming and outgoing emails (It doesn't mention the EmailDirectOutboundMailRouter.log). Neither of these logs go back to yesterday. For one kind of log file I noticed a message like ' Previous log file(s) archived to EspInstance….zip ' Is this the case for all the older log files I can't see, and do I have access to them? Sorry for such a rambling post, not sure what is relevant and wouldn't mind extra information on the archived log files too.

Thanks to all for suggestions, I decided to bite the bullet and created a capture and workflow with numerous separate nodes adding our various 'user' roles one at a time (and an autotask, for good measure when it is more convenient).

+1 +1 too for the idea of a general facility to auto-reply to incoming emails whether or not they are closed and whether or not they mention an existing call

Hi, I'm adding a new tile to one of our main self-service pages. We currently have a number of rows with five tiles each, which is enough for the width of the page at a fairly standard zoom level. If I add a new row that just has one link/tile in it, it sizes itself differently, ending up a bigger box than the rows above. Even if I remove the border, it's still obviously bigger. There are four blue things that appear if I hover over the relevant Links section, and the single tile will move further to the right the more of these I select - I can't see any way to affect the size of the tiles, can anyone advise? Thanks.

Just checking, when it says 'add role to user' it means it? ie only one role at a time.

Hi @Berto2002, it will accept just a single word but fails if I put a role name that has a space. Tried various variations but no luck. On second thoughts, probably fails because I'm not located at the correct application.

Hi, Could anyone direct me to an appropriate place to find out about working with strings within a service manager workflow or automated task? Role [string] MANDATORY : The role to add to the user Thanks.

Hi, I've had a failed process for a call at a node to take the call off hold (set status to open). This node followed a decision checking an external authorisation outcome. Saving and restarting the failed process, without any changes, let the process take the call off hold, record the approval decision, and continue okay. The error appears to have been 'Failed to commit database transactions': 0.128056s INFO Unsuspending process at node 'Take off Hold' (id=flowcode-...) 52.908828s ERROR Execution Failed: Xmlmc method invocation failed for BPM invocation node 'stage-.../flowcode-...': <methodCallResult status="fail"> ... <error>/apps/com.hornbill.core/flowcode/fc_modules/xmlmc.js(189): error X1001: Uncaught EspMethodCall::invoke: Operation[data::entityUpdateRecord] Failed to commit database transactions</error> <flowcodeError> <where>Execute</where> <filename>/apps/com.hornbill.core/flowcode/fc_modules/xmlmc.js</filename> <lineNumber>189</lineNumber> <columnPos>20</columnPos> <message>Uncaught EspMethodCall::invoke: Operation[data::entityUpdateRecord] Failed to commit database transactions</message> <errorCode>1001</errorCode> </flowcodeError> </state> Can you provide any advice? Thanks, Jill.

Hi, Not sure if this comment, 'massive amount of white space now on the bulletin widget' is about the same issue I have, but there was a response Posted August 3, 2021 saying 'We are aware of this issue and working already on the fix.' Preview UI - Page 4 - Service Manager - Hornbill Community Forums Is there a fix or a way round seeing all the empty space? Thanks, Jill. I find the following: Portal with a bulletin, so much white space that people have failed to see that there is a catalog item for them to click, and have thought they should be clicking 'Make a request': Portal without a bulletin:

or the other way round. +1

+1

Hi, We have an update user import, using a csv file and goDb2HUserImport. This includes setting the user's manager to a value based on the csv file. The setting of the manager field involves a look up. If the input manager value is blank, the Hornbill account would stay as it is, ie become out of date. I'm not aware of any change I can make to get it to set it to a value based on the input file unless that's blank, in which case clear the existing value. "ProfileMapping":{ "Manager":"{{.MGREMPNUM}}", … "Manager":{ "Action": "Both" , "Value": "{{.MGREMPNUM}}" , "Options": { "GetStringFromValue": { "Regex" : "" , "Reverse": false } , "MatchAgainstDistinguishedName": false , "Search": { "Enable": true , "SearchField": "h_user_id" } Suggestions gratefully received. I'm trying to avoid a special separate extra run prior to our standard run just to clear values.

Sorry for not being clear @Steve Giller I want to return, from the linked request to the parent call (the call that raised the linked request), an indicator of what has gone on within the linked request - eg whether a task there has failed or succeeded. I don't care much how I indicate this - it's just I can't see a way to get information out of the linked request back to the call that raised it. (Background: we want two things to happen at the same time, as putting them as sequential tasks in a single call builds in a delay. Hence one as a task, one in parallel as a linked call that also raises a task. However, we need to know the outcome of each of these tasks to decide what to do next. If we didn't need, (because of our ways of working and how our request views are set up), a parent call for each task so that they can be assigned to different teams, we could just have parallel tasks. )

Hi, Can anyone advise on the following? It's a different aspect of parallel processing. (from: ) I have a task and a linked request within parallel processing nodes. It then has a 'Wait for linked requests completion'. Does 'Resolved linked requests are completed [string] : (Yes | No) "status.resolved" request status constitutes completion of linked request (Default: Yes).' MEAN THAT the linked call coming out of the parallel processing with a status of resolved is regarded as 'successful'? ie is that what makes Hornbill Automations->Log extra call->outcome == success ? What could an outcome of 'failed' come from? I want to know the success of the task and the success of the task completed (or some other indicator) within the linked call. Is this possible? I can't see it is possible to update anything in a linked call except the timeline. I'd like two different calls so they can be assigned to two separate teams, not just two tasks in one call. Hope makes sense.

Thanks @Steve Giller Yes, better to be up to date. As subsequent runs have gone through okay, I'll hope it was just a temporary drop of a connection. Thanks.

Hi @Steve Giller, Yes, XMLMC SQL Import Utility V3.1.0 - which is what we're using for imports from a csv file (with a json file containing "APIKey": "999", "InstanceId": "xxx", ... SELECT * FROM xxx.csv )

Hi, Part of one of our scheduled jobs failed last night, with an 'Unable to connect to Instance': 2024/01/15 23:45:59 [MESSAGE] Import Defined Page Size 0 2024/01/15 23:45:59 [MESSAGE] Overridden Page Size 10000 2024/01/15 23:46:21 [ERROR] Unable to write Import History: Post "https://lon-p01-api.hornbill.com/icthelpme/xmlmc//data/?method=entityAddRecord": dial tcp 212.71.225.68:443: connectex: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond. 2024/01/15 23:46:21 [ERROR] Unable to Connect to Instance (That was the final line in the log file). The failed part was rerun and ran through okay: 2024/01/16 03:21:28 [MESSAGE] Import Defined Page Size 0 2024/01/16 03:21:29 [MESSAGE] Overridden Page Size 10000 2024/01/16 03:21:29 [DEBUG] Processing Old Log Files Current Retention Set to: 0 2024/01/16 03:21:29 [DEBUG] Connecting to Database Server: localhost 2024/01/16 03:21:30 [WARN] [DATABASE] Connection Successful 2024/01/16 03:21:30 [WARN] [DATABASE] Running database query for Customers. Please wait... Does the mention of 'Unable to connect to Instance' indicate a problem at your end or should I check with my colleagues? I can't see what 212.71 / lon-po1 etc is supposed to be. Thanks.

Thanks @Steve Giller, I did want to know if I could make a particular phrase be the link, and so have more than one. Having the whole entry be the link is okay for most things.

Hi, Similarly to post about 'text to display' for snippets, is there any way to set this up within a bulletin entry? Hope so... Thanks.