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  1. Hello, I was wondering if anyone had any ideas as to why the mail icon is showing with 1 email but when going into the mailbox there is none in the inbox. It has been like this for a few months but people have only just started to question it. Any help would be great, thanks.
  2. Hi Hornbill, I'm unable to set manager or any other fields on a user without having to make them a User, set the properties and then change them back to basic. As you can see from my screenshot the details tab is missing, if I make them a user it'll appear, then I can do what I need then change it back again. Jonny
  3. Hi, When you looking at a service, and go to look at the direct requests, the filter options aren't quite right. "All My Teams" filters correctly, but if I want to see all the requests in any of its supporting teams, I have to select "All my service", then create a filter for the service, which makes this section of the service pointless??? Jonny
  4. Hello, Every now and then we get an issue with releases come up. Within the progressive capture it asked the user to select from a form either 'Planned' or 'Emergency' release: Within the ticket this then populates the field: h_release_type although in a couple of tickets this information does not seem to be brought forward and then leave this section blank in the form causing a no goto if error later on in the BP where it will decide if its emergency or planned. Below are a couple of recent tickets with the issue seems to be happening alot more and all of the below are from today. I
  5. Hi Hornbill, If you search for a co worker at the top of Hornbill, it then searches and you find the co-worker in question. If you go and use the same search box again to find someone else it doesn't actually search. The Search box above the results works but not the global search bar at the top. Many Thanks Jonny
  6. Hello, We have had an issue arise where the schedule time is showing an hour behind and with a z at the end as per below: Once in the forms design view however it shows the correct time that has been chosen: Due to this some of the notifications sent out are displaying the time incorrectly and some even though it shows the wrong time is still outputting to the notification correctly: One that sent out correctly: Any help would be great thanks.
  7. We have been working on our portal and have noticed that if you start to log a request the cancel button at the top doesn't do anything.
  8. 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_1cd
  9. 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.
  10. 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.
  11. 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
  12. 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)
  13. 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.
  14. 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?
  15. 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?
  16. 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
  17. 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.
  18. 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 con
  19. 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.
  20. 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.
  21. 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
  22. 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.
  23. 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
  24. 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?
  25. 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
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