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Found 22 results

  1. Hello, Starting today we have been getting the following error messages on a range of tickets: Xmlmc method invocation failed for BPM invocation node 'stage-b656dda2-4478-4afb-5baa-d1b8ad58c648/flowcode-8b6ec817-710e-4646-a47b-d46435094188': 0200 apps notifyEmailCustomer FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailCustomer): nodeName: Exception; nodeId: acd1ebbe-1cd9-4aed-bf14-50ce53f9a013; At 279/1: "Uncaught FCSException: The email template specified is invalid. Please contact your Hornbill Administrator." throw(e); _fc_node_exec_acd1ebbe_1cd9_4aed_bf14_50ce53f9a013 When checking the the external email template associated to the node there is no issue with it, neither the email template or BP has been changed recently.
  2. We have started to use Supplier Manager, but we have found that: We cannot add any tags to suppliers Cannot create a new supplier contract There is also no guidance regarding the possibilities around Business Processes and what can be achieved.
  3. When looking at the requests tab of a service, we can see Reference, and Status but all other columns are blank. This was replicated on another users machine and a browser cache clear doesn't fix the issue.
  4. We have a worrying issue. We have a PCF+BPM that supports our staff booking on external training. This includes a few date fields. (Departure, arrival, etc) One of our admin staff who undertakes the booking of these had printed the job and noticed the dates on the printed sheet, were different from those displayed on the screen (within Service Manager) Given that these are used to book hotels/travel/etc these discrepancies are extremely problematic. I've attached a screenshot of a print preview and native view of the job. This appears to be the case for most of the jobs I can find. Interestingly when you click print in the interface in chrome it shows the preview, when you click cancel and return to the job it's Questions layout is different (longer) and the dates are correct. When then clicking between the pages it's then wrong again. I'll try and grab a video screen cap to show what I mean.
  5. Hi All, I believe the following is a BUG but there doesn't appear to be the option to log this in the service portal. I have created two charts based on a request view in service manager, when previewing the charts the data's correct, when viewing them in the dashboard vie the data does not seem to reflect the criteria set against the view. The problem seems to be using the "Raised On" condition, if this is set to "Previous Month" it doesn't work, if set to last 30 days it works. Its very odd. Screenshots shown below, View Criteria: (Returns 94 total requests) Chart Preview (Shows 94 requests correctly): Dashboard View: Shows incorrect data, there should only be 94 requests in total but the following is showing 363, when the segments of the chart are clicked, the drill down data is correct. as an example, there is currently 1 request in "Not Set" not 13.
  6. When viewing dashboards it appears that the charts are out of alignment and it can get a bit confusing, could this be looked into please (the titles of the charts are appearing at the bottom of the one above)? Also when moving charts to relocate you have to position a lot higher than you think to get them to stay in the new location.
  7. The notification bell in the top right when you click on the requests in the list the number does not decrease, it stays static unless you actually click the x or dismiss all. Has something changed in one of the updates as this used to work ok?
  8. So it appears that when you have a CI that was listed in the portal the link still works when the CI is retired, this has meant that some people can fill in/complete a form which is retired but it fails as the BPM doesn't work or process it normally. Is there a way of fixing this or do we need to change the setting inside the CI to be available just to the Service Desk?
  9. SQL Contact Import Utility falsely reports new contact creations as updates when run without the dryrun setting, even though the log shows them as creations. Running with the dryrun setting to true (top section of the screenshot) they are correctly reported as Created Skipped. Cheers Martyn
  10. We have found that when limiting a self service form to individuals, you can send this link to others who are not on the list and they can see this form and submit the form. The only difference is that if the person is not on the list then when it logs a request it 'breaks' and does not assign to a team and does not pick up a BPM. This seems to me that this is a bug as the person should not be able to see the form let alone submit it if they are not subscribed too it.
  11. When using the ADD CONTACT button from organisations view it brings up a form in-place, but with less fields compared to the full form here: If you need to enter additional data, there is a button MORE... to bring up the full form. The fields you entered into the shortened form are transferred over. When you're done entering, there is a button ADD, which creates the contact on click. The long form disappears as expected, but the brief form still shows with the data you entered originally. I expect this form to be cleared in the moment I create the contact, so that I can enter another contact without manually overwriting or deleting the content I entered earlier.
  12. If I try to apply an email to an existing request and use something like I*333 to search for the incident, then it finds the correct one but tells me that I don't have permission to update the ticket. If I enter the full incident ID then I can select the incident and add the email successfully. See attached screenshots.
  13. We have international customers which have for example umlaut dots on the a (ä) in their email address. This is perfectly valid, even domains can contain German/Swedish/Danish umlauts and other special characters. Hornbill does not accept this as valid email address however, which means you can't add that address or change any details of that customer. I wanted to add her phone number but can't save it. We urgently need support for å, ä, ö, ü, æ and ø in email addresses and domains. Ideally, please update regexp check to correspond with current rules.
  14. After updating to build 1330 if I use a snippet that has the variable {{customerFirstName}} or {{customerLastName}} it no longer fetches the value for those into the email. So if I have a snippet that uses Dear {{customerFirstName}}, it just says Dear No name is inserted
  15. Hi When creating a new BPM I use the Automated ATsk node to set status and sub status for a certain type of ticket. However the node does not allow me to set status to "on hold" When I set the sub status (which is an on hold) substatus and leave the status field to Auto, the BPM crashes.
  16. Hi All Yesterday I made a slight change and removed all the supporting teams from our Services. several of my colleagues this morning are saying that their custom request views and no longer working. After testing I can conclude that 2 of our services called "Standard Service" & "eCare Service (DO NOT USE)" do not return any results. After further investigation I resolve the issue by adding all the supporting teams back in. I am guessing that this must then be a bug. Let me know if you need further information
  17. One of our team recently retired so she assigned her tickets to the rest of the team and after retirement her account was deleted. Now the timeline to the tickets previously assigned to her is missing. How can we get it to show again?
  18. Hi, Rather than a long explanation of my problem, I have uploaded 2 videos. Basically, the validation on the attachments form in the progressive capture does not work properly. I can easily by-pass it. Could you please have a look? IE: Issue with mandatory attachments - ie10.wmv Google Chrome:Issue with mandatory attachments - chrome.wmv Progressive Capture: Thanks
  19. Hi, I am having issues with the urgencyList maintenance... I am try to setup translated values but the system is behaving strangely. To order the values in the progressive capture, I am trying to prefix with a number. But the system won't let me do it for "High" and "Medium"?! See video attached: simple-list-issue.wmv Surprisingly it is working fine for the impactList:
  20. Hi, On our service portal, when we use the search bar we get some strange results. For example, when I type "trans" I would expect at least 1 of our services to appear "Transport costing". If I type "transport" i can see the service. But again, if I type "cost", I do not see the service. It seems that the search is working based on full word. Is that by design? Or is it a bug? Thanks
  21. Hi, In the list of progressive captures and BPMs, when I try to sort by dates, the sorting does not seem to work properly. Also, when I use the search textbox, it looks like it is returning duplicates. Could you please have a look? Thanks
  22. com.hornbill.core::getCoWorkersList The documentation seems to imply that all of the parameters are optional. This doesn't seem to be the case. If I leave any out the call fails with a Flow Code error. <?xml version="1.0" encoding="utf-8" ?> <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>getCoWorkersList</operation> <error>FlowCode Exception (com.hornbill.core/flowcode/fc_ops/getCoWorkersList): nodeName: CoWorker Search; nodeId: 2b21fc1e-de0c-41a7-b536-74c7ed3690da; At 170/1: &quot;Uncaught EspMethodCall::invoke: Operation[data::queryExec] queryParams validation error: Non-digit characters found in the element &lt;rowstart&gt;, the expected data type is &apos;integer&apos;. The value was [undefined] at location &apos;/methodCall/params/queryParams/rowstart&apos;&quot; throw(e); _fc_node_exec_2b21fc1e_de0c_41a7_b536_74c7ed3690da</error> </state> </methodCallResult>
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