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  1. Hello, Since the last update we have been getting errors raising requests in Hornbill Service Manager on most of our Service Catalogs. The Employee Portal is unaffected by this error. The only thing I can see that the PCF's all have in common, is that the names of the PCF's we create, and update (in recent years) have square brackets. For example: [IMT] [Remote Access] Global Remote Access We use Square Brackets in the BPM and PCF names (even in Email Templates) in recent years because: 1) It's easy on the eyes and makes it clear on what that Entity is 2) Entities are grouped together when viewing in the list 3) Easy to search to bring back relevant results 4) The system doesn't stop us from using it, so therefore it's always been valid to use Can someone have a look at this issue please? Thanks, Samuel
  2. Morning, We are getting the below error on one of our change tickets: I understand that its saying the text in the field is too big, but I cannot find the field its referring to - h_details. The only field that has a fair amount of text in it is the description field which is unlimited, and the amount of characters in it don't match up with the amount in the error anyway. I cant find h_details on database direct or on the wiki page and there is no reference to it in the community at all. Can anyone point me in the right direction? H
  3. When trying to send emails with attachments Service Manager is erroring with the following: Also when trying to reupload documents this error is occurring: in console: Access to XMLHttpRequest at 'https://mdh-p01-api.hornbill.com/uopservicedesk/davundefined' from origin 'https://live.hornbill.com' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource. core.combined.js?rel=1449:7 DELETE https://mdh-p01-api.hornbill.com/uopservicedesk/davundefined net::ERR_FAILED
  4. Can the Request Import Tool Error messages when decoding the json configuraiton file, be update to include the line number of the line the error occurs on in the file or some additional part of the text to make it easier to locate the error. Cheers Martyn
  5. We are seeing this message and are not sure what it relates too but appears when we are trying to the use the system and is preventing us from doing anything. Can anyone shed any light on it?
  6. Hi all. The charts that now we can get in the service portfolio are nice and useful. However, two remarks about it: 1 - Error: this is intermittent, but it happens often to get an error while navigating and making changes in the charts (see image below). 2 - Enhancement suggestion: we use mainly the services demand chart and it would be really useful if the chart showed us real-time data, i.e.: including current month to understand backlog variation within the month. Regards, Alberto
  7. Please see below image, we choose the correct time in the PCF and when we email taking the date from the PCF it changes it to an hour earlier?
  8. In a request we are getting this error when trying to open/download the file that has been attached to a request: Is there an issue that we need to be aware of?
  9. So we have our change process that I have now seen this for the second time this week... where the BPM stops at a node. This has not happened before: In the change request, the task has been completed but it won't move on. In the instance log it says this: There is only one error in red but I have no idea what this means. If anyone can shed some light that would be great.
  10. We have a request that we have uploaded documents too but we cannot send an email with them attached, we can chose then but when we try to send the email we get this error The documents are definitely there as you can download and view then from the request so we are at a loss as to why this is happening.
  11. We are currently experiencing an outage of Service Manager, please can someone look into it TIA
  12. I am trying to locate the setting where we can update the text displayed when a customer experiences an error when attempting to login to the portal (Hornbill Direct Login). The reference to 'Hornbill administrator' means nothing to our external customers and is causing confusion. Is there a setting or translation option to edit this? Cheers Martyn
  13. Hello, Since yesterday (that i've noticed), we've been getting this error when trying to paste images into Hornbill. Please can someone have a look at this as we rely on snip and paste. Thanks, Samuel
  14. So one of our analysts send an email and wrote "this laptop is <4 years old" and this text after the < got removed from the email. My example is that if you type this: This gets sent: We got around it by typing "less than 4 years" just wanted to let you know. In the template view of sending emails the result is this:
  15. Hello All, We currently have a number of processes utilizing the automation for authorization, with the data query in the procap set to co-workers alone, and then using the raw value for the authorization node to send an email to the selected person. This in theory would work well as our cost center managers would all have a collaboration license for this purpose. Although there is the ability to use external authorization with an email input, this extra level of protection was deemed more suitable. However, in practice, it appears that the data query in the procap even if set at co-workers is allowing the customer to select basic users. The selection works when a actual user with the license is selected, but it should not present the basic users. This in turn causes the request to fail every time it reaches the authorization node as there is no collaboration license for the basic user. is this a known error, or is there something else we can do to ensure they are only able to select the collaboration licensed users through that data query? Thank you, Foley
  16. 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. Is this a current issue with this custom field? RM00068407 RM00068409 RM00068422 RM00068414
  17. When attempting to attach multiple emails from outlook to a request, where the subject will be the same and hence the attachment file name, the system will report an error when attempting to add the a further email reply with the same subject line. Can we raise an enhancement for the attachment process to append a number in brackets on the end to the filename, much like your browser does when downloading the a file of the same name in to your download folder. This will allow emails from the same email trail to be added as attachments to a request by drag & drop without manual intervention. Cheers Martyn
  18. We are experiencing errors on some of our BPMs with the following error is there anything that can be done? I know that obviously, there is no actual need for this node...however it makes it the flow much easier to follow and these worked previously till the latest update (I think).
  19. We have had a BPM fail with the below error nothing has changed within the BPM recently and all other tickets have not had this issue, after retrying the last step it sends out the notification email it is complaining about but does not progress. Any help would be great thanks.
  20. Most common scenarios that will cause an error in the workflow/business process as a result of incorrect configuration
  21. When users try and put Incidents on-hold, they are receiving the attached error. This is purely only on Incidents, and not Service Requests. No changes have been made to the Incident process since early December, and this issue has just been occurring today. Health Check returns no issues. Can you advise what needs to be done to investigate this further and resolve the issue? Many thanks, Neil
  22. Hi all, I am trying to add a change to the calendar using variables from a task but keep coming up against this error: The BPM looks like this: And the task setup like this: Add to calendar node looks like this: I am supposed to be presenting this this afternoon so any help to resolve will be greatly appreciated (as always) Edit: I added the 'Get request info' after the first failure in the wild hope it would work. There was no change (to be fair I didn't expect there to be) Cheeky tag: @Victor
  23. Hi, Our customer 'contacts' are unable to re-open tickets again following a recent update to Service Manager. We are on the following build versions and yesterday I updated our instance of Service Manager. When clicking on the "It's still broken" button we are seeing this error in Chrome's Developer Tools console. Is anyone else running on 1781 who is seeing this issue please? Also, could someone from Hornbill look into this please. Thanks Steve.
  24. Has anyone else recently started seeing an issue where when selecting view email from the timeline of a ticket you get the Oops! You do not have access to view this email error as below. This started sporadically after the latest updates. The emails are all attached from a generic mailbox by the same group of users and there doesn't appear to be any connection between the emails that error like this.
  25. Hi all, I have at least one user who gets this error when trying to open conversations. They have been using it fine up to today. Thanks Dan
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