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Found 24 results

  1. When importing requests into Service Manager using the Request Import Tool, the requests are being matched to the correct organisation, with h_container_id and h_company_name being populated, but the h_org_id field is not populated with the link organisation id. The the application uses the container id for the link, we also use the organisation id as a field in some of our widgets to show top 5 logging organisations etc. Cheers Martyn
  2. Linked to the post below, we have just imported in a number of organisation including populating their region (h_region) with the ISO Code for the region. The code matches the code added into the External Organisation Region simple list, but does not show the Display Text (or the code). If we select the region from the simple list on the imported organisation it then shows properly, but the region(h_region) field value is identical, so not sure why it does not show immediately after the import. Any ideas? Cheers Martyn
  3. Microsoft 365 Mail Connector application authenticates as the account context used to create it, so when you remove permissions from the Office 365 application to use the account, the Test Connection then fail. This is linked to post below where the you have to create the KeySafe using the global admin user to get it to create, but obviously we do not want leave the Office 365 application with rights to use the global admin user account. Cheers Martyn
  4. @AlexTumber I am attempting to disable, i.e. mark an existing subcategory offline, but the process just hangs and never completes. The session displays a never ending spinning hornbill animation. Have left if for over 15 minutes and also checked in another session that the sub category is still showing as active. Cheers Martyn
  5. We have been updating some of our teams in the internal organisation structure which has included delete some teams which are no longer required. However where the deleted team was a subscriber of a service the service subscription is not removed and is orphaned. This results in blank team subscriptions showing against the service in the portfolio. Can the delete team process be updated to cascade it removal or require the team to be unsubscribed before being able to delete it. Cheers Martyn
  6. Timesheet Categories members not being removed when organisation objects are deleted, leaving blank lines in the members for both the parent category and the sub categories. Cheers Martyn
  7. When logging a request in the Employee Portal the Knowledgebase lookup results is expanded by default and also does not respect the sizing of the Employee Portal window. Either window need to be resized to allow for content or scroll bar used for results. Cheers Martyn
  8. There appears to be an issue when using the Progressive Capture Data Picker in the Employee Portal, when set to default value to current date & time. The value appears in the UI as expected, but if you do not alter the value this is not saved in the questions answers. Question section. This behaviour is only replicable in the Employee Portal and works as expected in the Live user app. Cheers Martyn
  9. We have just gone live with the Employee Portal today and have noticed that any content entered in the progressive capture 'Description' to provide guidance on completing the progressive capture is be duplicated to the righthand breadcrumb panel. This appears to be a defect as it does not do this in the original service and customer portal, not the live user app. Can this be looked at as a matter of urgency as is causing confusion with users. Cheers Martyn
  10. We are in the process of implementing the Employee portal with the de-support of the Service Portal, but noticed an issue with the 'Requests' widget. It is resizing to take on the height of the other widget in the row, but is not filling the space with the request vertically and still showing a second page even though more then 6 requests can be shown in the widget space. Does not appear to be any control for this, as the only configuration option appears to be the 'Style' tab. Is this something we can configure or is this a defect? Cheers Martyn
  11. We have an intermittent issue where all our escalation actions are trigger at once when a request has been on hold for significant period of time. This appear to be being triggered by the Escalation Actions conditions being evaluated before the requests response and resolution target dates are updated to take into account the on hold period. In our case we have escalation actions set at percentage of remaining resolution time as below, which we calculate and add into the appropriate service level as the appropriate durations. 80% 60% 40% 20% 10% 5% 1% Therefore when a request come of hold and the timers is restarted, you should only trigger the appropriate next action as the timer runs. However what we get is all the escalation actions triggering at ounce as the Resolution Target value being used in the evaluation is the value when it was put on hold, not the new recalculated value when the request comes off-hold. In the example above the request was taken from on-hold to open by a email applied from the shared mailbox, which then resulted in multiple escalation actions being triggered. Cheers Martyn
  12. @TrevorHarris When accessing the new 'Manage Login' option in the Admin tool to configure the new SSO screen, the drop down for selecting the 'Default Identity Provider for Single Signon' is not being populated on our instance so we are not able to set a default. Cheers Martyn
  13. I am unable to access all the nodes on a BPM in the editor in the Admin Tool for Service Manager. Node(s) are off the top of the canvas and the scrollbar is fully up. Also browser, Chrome, zoom setting is at the normal 100%. Any idea? Cheers Martyn
  14. In the old Availability option, you could specify a textual description and this was retrained even when changing between availability statuses. Since the implementation of the new facility this is deleted every time the status is changed. Can the additional textual description be maintained as it was before. For example I had some standard text reminding colleagues of my working pattern. Cheers Martyn
  15. When adding subscribers to a service the lookup is including archived accounts. In out particular case it is listed archived external organisation records. Can the lookup be modified to not include archived objects, have a filter or somehow indicate in colour/label that the object is archived. In our case where we have archived duplicate objects, there will be multiple matched with the exact same name. Cheers Martyn
  16. @Ehsan We do not appear to have permissions or the capability to be able to up the the controls against the standard entries in the 'User Availability' screen in the Admin Tool. For example 'At Lunch' we would want to turn of 'Present at Work' and turn on 'Do Not Disturb', so that our users do not get allocated request by auto assign when they are at lunch. Similarly there will be other standard entries (e.g. Out of the Office which is definitely not 'Present at Work') we will want to override the controls against the standard entries. We should not have to create duplicate custom entries just to be able to modify the controls. We just need the ability to modify the default control set when the new feature was introduced. Cheers Martyn
  17. When viewing an email sent from Hornbill which has Bcc: recipients on it, if you choose the 'Reply All' option the Bcc: recipients get copied over but to the To: values (black line) and not the Bcc: line (red line). Cheers Martyn
  18. There seems to be an inconsistency in behaviour when click on the 'Buzz!' option on the Workspace, when clicked from the 'Configure' page. It does not always return you to the workspace timeline. Most of the time when the issue occurs it takes you to the list of workspace, but I have also had it go to the list of Boards as well. Not a big problem at all but thought I mention it. Cheers Martyn
  19. When using time recording in the Request List - Update action and you want to enter a value rather than just starting the time the UI is not showing properly. On all other actions it show properly as window beneath the action. Can the Update action be corrected to work the same as the other actions? Cheers Martyn
  20. When using the ability to 'Lock post' the 'Show More' option is removed from all comments on the post. The original Post still has the ability to use the click on 'Show More' but any subsequent comments on the post can no longer be expanded in order to read the whole comment. Cheers Martyn
  21. When using the Add Member option under Timesheet > Manage Categories, the UI allows you to select multuple entries, i.e. Groups, but the application only applies one of them to the members list. Forcing you to add each group one by one. Can this be made to allow adding multiple items at a time please? Cheers Martyn
  22. The 'Wait for Request Off Hold' suspend node does not populate the 'Stage Expired' parameter with any value when using the 'Auto' option for the expiry period. We would expect using the 'Auto' option for the node to expire when the on hold until period expires, which it does, but the parameter is not set to indicate this. Can this parameter be set, so it is possible to use this in the workflow to determine if the hold period has expired or has come off hold following an update. We are using the expiry of the hold period to implement automatic chasing and closing of requests. Cheers Martyn
  23. I am attempting add a Label to a JIRA Issue using the JIRA Cloud 'update Issue' integration node. I am passing the mandatory key field and a value in the Labels attribute, but the update is not adding the label to the issue. I tested this with both the injections for the values from variables as well as hard coding as below. I am wondering if the Labels element which is a new addition is using the wrong attribute type/dialog, as it is different to the way you set 'Labels' when creating the case using the 'Create Issue' option. Cheers Martyn
  24. When attempting to implement the Drop Box integration process and use the insertion of variables rather than hard-coding the filename, the node fails validation when you inject variables as the dialog is attempting to evaluate and check the files exists in real time, when the variables are not populated. Therefore you are then not able to validate and publish the BPM. Cheers Martyn
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