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  1. We have a mailbox configured for receiving customer request. Currently we have received 3 error messages. reporting Hornbill ESP Message Processing Error here is the content of the error message and attached you can find the files for the debugging: MessageRFC822__.txt MessageRFC822_.txt MessageRFC822.txt
  2. My colleagues and I have seen this as a recurring issue and have noticed many of our Chinese emails being processed in this way. This is a serious issue as it means that many of our Chinese-speaking customers are not getting serviced properly and likely are not even aware of the issue. This then results in a bad impression of our Service Desk from the perspective of our Chinese-speaking customers. This may also affect other languages as well. For the Admins, here are some Message tracking IDs for various errors we have received: ERROR: Failed to add message to the inbound queue. Operation[mail::addMessageToQueue] The XMLXC request message contains invalid characters for the UTF-8 encoding scheme imap4-Service Desk-550493b7b08253a5 imap4-Service Desk-e41dbdd809c08196 imap4-Service Desk-2068a108ca7b42ba imap4-Service Desk-99ac61b2227ace7e imap4-Service Desk-1693a278d8a669d7 imap4-Service Desk-d5b6b907649d15dd imap4-Service Desk-90039ab599533746 imap4-Service Desk-60bcdcb437a19ee4 imap4-Service Desk-c2cd672e8e73bda0 imap4-Service Desk-616bbb1a172ba219 imap4-Service Desk-29299283b066c275 imap4-Service Desk-578086da095bc570 imap4-Service Desk-5c8286e31ad14d97 imap4-Service Desk-5562b92897d31e0b imap4-Service Desk-5d5e63c9640554b6 imap4-Service Desk-32e7b9d8b9e0938c imap4-Service Desk-662d4c87a064dd62 BONUS ERROR: Illegal byte sequence imap4-Service Desk-a079ae1ca8eb5d2a As you can see, we are getting a LOT of UTF-8 encoding errors. SUGGESTION: Furthermore, I would submit that these error messages are effectively useless to our support team as it abstracts away the useful content into a cryptic ASCII-based RFC822 formatted text file attachment. It would be FAR better, as a service tech, if you took the opposite approach. That is, to display the message in its original form (replacing only the unsupported characters with question marks or squares; as we commonly see where unsupported characters were transcoded), and instead attach the error message for reference with the Hornbill Development Team. This way, we can at least have enough of the original message in tact to be able to support our customers while working through the technical issue on the backend with the Hornbill Development Team.
  3. Hi, Currently receiving timeout errors and cannot access instance from any network. Thought it might be to do with our SSO but "/?ESPBasic=true" also doesn't work and have just seen the pinned thread so don't think it is our side. Please help! Thanks, Tom
  4. Hello, Our users are currently getting the below error when they are trying to access Hornbill. However this message doesn't display for me it lets me (administrator) in to Hornbill. Can anyone please help? Thank you, Dan
  5. Good morning, I am in the process of creating a release process, however when testing the process i get the below error, but not fully sure what it actually means, I get to the point of approving the release and the next node should be to schedule the release, but it fails prior to this. Any and all hep appreciated.
  6. Hi I am creating a progressive capture and getting the following error. (see attached). Can you tell me what it means and what I need to do to resolve it please Sonali
  7. Hello, I have a process for developers to follow when requesting elevated access, as part of this process it requires authorisation to which i have used the authorisation node, however today when a request was raised it was approved by an analyst (Graham) that was not in the authorises list within the process, can you confirm how this was possible and what i need to do to rectify this asap. Screenshot attached of users who can authorise this
  8. Afternoon, I am running a report that has the Call Description field in it, When I run the report out to a CSV File The description field doesn't populate the full information, it only shows a small part, however in the data preview section when creating the report it shows the whole description? please see screen shots, is this a bug?
  9. Hi all, We are (finally) on last stage testing before our go live on Monday and one of the analysts found a way to break the new starters process (mainly because I had missed an email address out of the node) Anyway, I fixed the BPM and tried to restart but got the attached error. The mailbox referenced in my user ID mailbox (which we don't have in Service Manager) Any ideas? Thanks Dan
  10. Hi all, I have made a few changes to our organisation structure and have been through and made sure all the team refs are pointing at the newly created and correct teams. I have not run any of our BPMs since the introduction of the Corporate Service Level Agreements but I am now getting errors when the timer is started. The error is as below: Line Timestamp Severity Group TID Description 31448 20/01/2017 11:13 error scripts 14932 nodeName: Invoke Flowcode: smSLMGetServiceLevelAgreement; nodeId: d80806a7-b7bb-4399-9c1d-8aea35df601d; "EspMethodCall:invoke: Operation[apps\/com.hornbill.servicemanager\/Requests:smSLMGetServiceLevelAgreement] FlowCode Exception (com.hornbill.servicemanager\/entities\/Requests\/fc_ops\/smSLMGetServiceLevelAgreement): FlowCode failed to return required output parameter: serviceLevelAgreementId" 31447 20/01/2017 11:13 error comms 14932 Operation[apps/com.hornbill.servicemanager/Requests:smSLMGetServiceLevelAgreement] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smSLMGetServiceLevelAgreement): FlowCode failed to return required output parameter: serviceLevelAgreementId 31446 20/01/2017 11:13 error comms 14932 Operation[apps/com.hornbill.servicemanager/Requests:smSLMGetServiceLevelAgreement] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smSLMGetServiceLevelAgreement): FlowCode failed to return required output parameter: serviceLevelAgreementId 31075 20/01/2017 11:13 error scripts 14932 nodeName: Invoke Flowcode: smSLMGetServiceLevelAgreement; nodeId: d80806a7-b7bb-4399-9c1d-8aea35df601d; "EspMethodCall:invoke: Operation[apps\/com.hornbill.servicemanager\/Requests:smSLMGetServiceLevelAgreement] FlowCode Exception (com.hornbill.servicemanager\/entities\/Requests\/fc_ops\/smSLMGetServiceLevelAgreement): FlowCode failed to return required output parameter: serviceLevelAgreementId" 31074 20/01/2017 11:13 error comms 14932 Operation[apps/com.hornbill.servicemanager/Requests:smSLMGetServiceLevelAgreement] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smSLMGetServiceLevelAgreement): FlowCode failed to return required output parameter: serviceLevelAgreementId 31073 20/01/2017 11:13 error comms 14932 Operation[apps/com.hornbill.servicemanager/Requests:smSLMGetServiceLevelAgreement] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smSLMGetServiceLevelAgreement): FlowCode failed to return required output parameter: serviceLevelAgreementId 30897 20/01/2017 11:13 error scripts 14932 nodeName: API Call: Resume BPM Process; nodeId: 39535400-73fd-4464-80d7-bec0dc811f07; "EspMethodCall:invoke: Operation[bpm:processResume] The specified bpmProcess cannot be resumed: The process is currently busy" 30896 20/01/2017 11:13 error comms 14932 Operation[bpm:processResume] The specified bpmProcess cannot be resumed: The process is currently busy 30895 20/01/2017 11:13 error comms 14932 Operation[bpm:processResume] The specified bpmProcess cannot be resumed: The process is currently busy 30894 20/01/2017 11:13 error perf 14932 bpm:processResume() Operation Invocation results: failure (199958528 B, 13 ms, 0 kB, 1 ms, 0 kB) 30421 20/01/2017 11:13 error scripts 14932 nodeName: Resume BPM Process; nodeId: f107f874-7ca7-46c2-b9dd-e564153cdb71; "EspMethodCall:invoke: Operation[bpm:processResume] The specified bpmProcess cannot be resumed: The process is currently busy" 30420 20/01/2017 11:13 error comms 14932 Operation[bpm:processResume] The specified bpmProcess cannot be resumed: The process is currently busy 30419 20/01/2017 11:13 error comms 14932 Operation[bpm:processResume] The specified bpmProcess cannot be resumed: The process is currently busy 30418 20/01/2017 11:13 error perf 14932 bpm:processResume() Operation Invocation results: failure (195932160 B, 10 ms, -28 kB, 0 ms, 0 kb
  11. Hi all, Just an FYI really as it doesn't seem to impact functionality at all but when I mark an email as read or unread in the new mailbox view it get the attached errors. The mails are still marked as read or unread just the error pops up. Obviously anyone working in the mailbox could have a large number of pop ups should they have a number of emails to mark which would be annoying. Other than that though it doesn't seem to do anything. Thanks
  12. Hi I'm getting this error message. I'm guessing but it suggests to me that there's a decision node that doesn't have a matching value. I've gone through them quite carefully but I'm still getting the error. Can anyone suggest where to look? Thanks Doug
  13. Hi, I have an error message I don't understand and cannot debug. Can anyone help? Thanks
  14. Good morning, I have made changes to a progressive capture custom form and now when I try and close a task I get the following errors. I have checked the BPM/Email template/everything else I can see listed in the errors and can see no missing/incorrect info I have also turned the BPM and progressive captures off and validated them and then switched them back on with no change. Someone please help! (also apologies for the amount of screen shots)
  15. Hi I get the attached error when trying to complete a job but not sure what it means. I've checked the specific BPM but can't see any problems with it. Thanks Ben
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