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  1. We have identified an issue where time spent entered on Service Manager actions on the Request View are not recorded in the timesheet manager, if the tab/session has been inactive for over approximately 30 mins. The action itself, such as update, resolve etc, is recorded on the request as normal but the call to append the time record to the timesheet application does not occur. This will continue to be the case until to force a refresh of the session using the CTRL-F5, after which the updates will record successfully both to the request and the timesheet app. Appears to be related to the web socket/access token connection of the request expiring/closing down after a period of inactivity, but this not being picked up by the Service Manager update, resulting in on the update being recorded and not the additional task to call the timesheet app to insert the time spent. We will often has a number of different requests open simultaneously and be using remote access to undertake work or monitor process, which we then return to tab/session to record progress and time spent. Can this be looked at a priority as there is no error or indication on the tab/session to indicate a failure to record the time spent. Cheers Martyn
  2. Hi all, Having a mess around with the new employee portal and have found that I cant select a service domain for the 'Average Rating' widget (free text field rather than a drop down like the rest). So even if I select Filter By Service Domain, it just shows the same stats. If I type into the field then it shows nothing at all. Thanks Dan
  3. Organisation Import Tool v1.0.1, when using the Update (or Both) actions, does not pick up changes made to the custom fields so does not trigger the update action, when attempting to update the custom fields. Can this be corrected so that the update method check all fields? Cheers Martyn
  4. Following recent Admin Tool updates the 'Icon' drop down in Widgets for Counter List Items is no longer returning any results, so you are not able to select any icon. Cheers Martyn
  5. Thought latest Service Manager builds have include fixes to the Request List Service Level Target (SLT) indicators, there are still requests which are displaying incorrectly. For example we have a case logged, response timer marked and put on hold within 7 minutes of it being logged, significantly within both the Response and Resolution service level targets, however this is showing as Red on the request list SLT column. SLT calculation does not appear to be taking into account if the request is on hold and was put on hold prior to the current calculated fix by target which was set when request was calculated and obliviously will not updated until the request comes off hold. Can this be looked at please. Cheers Martyn
  6. Hi, We are using the API to log a request and it seems to have come up with an error I have not seen before (rare since I seem to have caused most of them before): The tickets are marked 'In Progress' on the BPM management view, hovering over the request in the request list shows the correct information and for all intents and purposes the ticket seems to be fine. Apart from I cant open it. The ticket fails to render at all, just presenting the error and nothing else. I cant even select the tickets from the request view to cancel them. So....erm....help please?
  7. Hi, I have created a report and when running it via the data preview it shows all the data in the description field. However when I run the report to .csv/.xls/.xlxs/.pdf the description has the middle of the field contracted and replaced with ... This contraction is removing the data I am actually interested in for the report. Is there a way of stopping the actual report from doing this? Thanks, Dan
  8. Hi, When adding users to procaps using the 'access granted to' field, the procaps show on the page I can see them on rather than starting at page 1. Difficult to explain but we have say 10 pages of PCs, I grant access for someone to be able to edit 5 procaps on (my) page 10, the user sees all 9 pages as blank and can see their PCs on page 10. Filtering the PCs shows them correctly as 5 PCs on page 1. Thanks Dan
  9. Hi all, I thought that there had been a fix for this but I may be thinking of something else. Every so often, when loading the overview screen of a project the business process breadcrumbs are collapsed into an unreadable mess. Reloading the page tends to fix this (although not always Thanks, Dan
  10. Hi all, I have had a few users report to me that they are unable to add attachments to requests. So far this has been via the PC and the portal. I can add attachments fine. We had a similar issue with PM where normal users couldnt add attachments but I could. Could this be looked at quite quickly please as we have a number of request types where attachments are mandatory and currently these cannot be logged. Thanks Dan
  11. Hi, I have turned on email notifications at the request of a couple of our teams and it seems that it is trying to send the notification to team members who have left the business and have archived accounts. This is causing undeliverable messages to be attached to all requests assigned to a team with a team member who has left. Other than going through and finding all the affected accounts and removing them from the teams, does anyone have any ideas on how to fix?
  12. Hi, We are unable to download the CSV templates for assets. All we get is as below when trying to select a template to download: Hitting the download template file button anyway gives this error: Not Found (/apps/com.hornbill.servicemanager/client/app/templates/assetUpload/asset.csv) Thanks Dan
  13. Hi all, Since the update yesterday the way CI permissions are dealt with has changed. Allow used to take precedence (and I raised an issue around this previously) but now Deny seems to take precedence which means that many of our CIs are now not visible to anyone. I have a team with all our staff in so that we can make use of the visibility functionality. This team is allowed on most of the CIs, but CIs which are only for certain teams have All Staff set to deny. The team is then set to allow and this has worked fine until yesterday. Now the only way I can make the CIs visible is to set the All Staff list to allow which I cant do as it will show all CIs which we dont want. Can this be looked at and fixed as a matter of urgency please? @Victor @Steven Boardman @Ehsan
  14. Hi all, I have come across an issue with is now causing us quite a large problem. When managing CI visibility the Exclude rule seems to over rule all Include rules causing people who are members of multiple groups unable to see anything at all. Example: I have a service with 29 CIs. Each CI is set to be only visible to the relevant group, so lets say Projects CI has Project Authorisers as the group and Risk CI has Risk Authorisers as the group. I am a member of Project Authorisers and can see the Projects CI. 'A' is a member of Risk Authorisers and can see the Risk CI. 'B' is a member of both Project Authorisers and Risk Authorisers and cant see either. I assume that this is because both groups are in the Exclude list of the other. But it needs to take into account the fact that the user is in fact in the Include group. As this service went live this morning, with a number of authorisers being members of multiple groups, I need a way of resolving this ASAP without creating more services. Thanks @Victor @Steven Boardman @anyone!
  15. Hi all, I have created a BPM with a number of grouped nodes so I can collapse them and make the whole thing a little neater. However when I try and expand them again they all just open, in the top corner, piled on top of each other. I have reset the locations and saved it but when I open them up it is the same again. This happens in Chrome, IE and Edge and is making it impossible to work on the BPM. Before opening the group: After opening the group: Can this be looked at urgently please?
  16. Since early last week, when we try to reassign a call to a new team member, or team. The analysts appearing under the team selected are the wrong analysts. In the below example. We have selected the Endpoint team, but all of the Telecoms analysts are appearing... if we assign anyway and refrest the page then try to assign again to the correct members it works.
  17. Hi, We have suddenly started getting this error on calls logged today. The BPM is not set to add the request to any board and a restart of the BPM fixed it. Can someone have a look at this please as this is starting to become a pain.
  18. Hi all (and a Happy New Year), When exporting the calls from the request list view via 'Export list' the resulting .csv fails to show the status 'New'. All other status names show fine. This happens when exporting the list from a default or custom view. Any chance we could have this looked at please? Thanks Dan
  19. Not sure if the up and down arrows should do this but I cannot reorder the form field positions using them. nothing happens on click I have tried both IE and Chrome
  20. Should be a simple request I hope. When we print off a call we do not get the Asset Data tab. I have checked their is asset details on the call.
  21. Hi, Since the new update to the admin tool, we seem to have lost various access rights etc and it has removed previous things that I had set up over the last month. The newest one I have found is my ability to amend the Business Processes and Progressive Capture. I was able to do this before the last update, but now it is telling me I don't have the rights to do it. In the roles section of the previous admin tool I was able to add myself to "Business Process Manager", but I can't locate this within the admin tool. Is there a different one to select now? This is where I selected previously: Thanks Greg
  22. Not sure if this is related to the known error advised in https://forums.hornbill.com/index.php?showtopic=8443 but we have a strange issue where we can alter the name of all the custom fields in the detail form except 'Custom Field E' which ignore whatever is entered and always displays the former default label. For example adding the custom field and changing there name to 'New Label A, B, C etc works fine until you get to E. Then when you apply the field gets added but with the default label, ignoring your changes. At first I thought it was down to be used a reserved word it the new label, i.e want to use 'Version', but I add this label to another custom field and that stores/displays correctly. Any idea whats going on? Cheers Martyn Forum Admin Edit: The issue was fixed in one of the earlier Service Manager builds. This thread is now locked.
  23. We are in the process of updating the Details Form on our Services to make some of the custom fields view able as we will be both using them going forward and also be transferring some data into them as part of the migration using the Request Loader. My understanding was that this customisation is at a per Request Type and Service, but it appears that when you save the customisation it is partially saved across all services. For example when you add customisation to a Service, in this case add CustomA as field called Third Party to the Elections service and apply the changes they then appear as expected. Now you go to a different Service, but for request type of Request and click on the Details Form, you get the default form without Custom A field being displayed, which is expected. If you then add custom field A with a different title on this service and apply the changes. However if we go back to the original Service and click on the View Details Form, we will see the title of the field we added originally as Third Party has been altered to the name we used in the last service customisation. It seems to stuck halfway between the customised details form being set across all services (in terms of field titles) but not applying the same fields to all services/request type configurations. Can this be checked as I think this is a bug. Cheers Martyn
  24. Hello not sure if this is a bug, if I navigate away from a incomplete logged ticket a prompt comes up saying the data will be lost are you sure, which is great however if I click No the screen just stays on a loading screen and I lose the data anyways G Forum Admin Edit: The issue was fixed in one of the earlier Service Manager builds. This thread is now locked.
  25. Search under "users, roles and organisation" doesn't work for our instance. It generally returns no value, although a couple of users can be found (common thing about them is they have status 0) Is this a known issue or should I log a defect?
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