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  1. 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.
  2. 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
  3. 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
  4. 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:
  5. 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
  6. 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
  7. 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 in
  8. 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).
  9. 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.
  10. Most common scenarios that will cause an error in the workflow/business process as a result of incorrect configuration
  11. 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
  12. 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
  13. 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.
  14. 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.
  15. 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
  16. Could the SQL Importer be extended to give a reason/warning in the log when skipping or failing to process a contact record. This way it would be easier to locate those updates which have not been able to be applied. The only way to locate them at the moment is page through the log file and look for the single line. Also, when the tool errors can the text just be a normal colour rather than red on black which is quite hard to read. I have tried changing the command prompt to change the default background colour, but to no avail as the tool sets both the background and foregroun
  17. Hi, We are getting the following error on tickets where the BPM assigns an authorisation task using the variable for users manager: This BPM has worked fine for a number of months now. The user does infact exist. Account is active, user can logon fine, no other issues I can see. Any ideas? Edit: I should also say the service is available to everyone and the user has a collaboration licence.
  18. Hi, At least one of our tickets, which has been working fine up to now, has suddenly stated throwing an error when the BPM sets the status to 'Resolved'. Clicking the restart BPM icon fixes this everytime, but not everyone has the ability to do this (mainly so that I can find the cause of issues instead of people just restarting the workflow). This time however I cant find the issue. The error I have is: The workflow section is here (with the troublesome node highlighted): I thought that maybe it was because one of the analysts had changed the status manual
  19. Following the application of ESP Build 3129 automatically last night, we are now getting a new error in Service Manager. The example below was when sending an email from the Request - "Unable to add the value. The text size provided (2221 characters) is greater than the maximum allowable size of 512 characters for column h_new_value" Can you please advise. Cheers Martyn
  20. So today we are experiencing the issue in the image below on several peoples logins to various applications, there are also reports of slowness and 'cannot connect to database' errors.... is there something that is going on that we need to be aware of?
  21. One of our user's is getting the the 'Error Could not load the filter All Open', when opening the request list. It is shared view and the user has it set as their default view. The view does load and display. Using the browser refresh option regenerates the error, but using the request list refresh option does not. I thought it might be down to the account for the person who created the shared view being archived, but I re-enabled the account and it still occurred. Cheers Martyn
  22. Hi, I have this error message coming up in a process (TEST HRA Honorarium Process (NEW) BSO selects HoS) when its supposed to move to human task. I've never seen this before. The User in the h/t is System Administrator so I don't know where its getting specified user 'SYS_BPM_MANAGER' from? Any pointers as to what this might be please? I'm sure i've tested this process before and it didn't error? Thanks Sam
  23. Afternoon, We have a issue where we are unable to reassign re-opened calls to new teams since the most recent update? Is anyone else experiencing this issue? Hayley.
  24. Hi All, Since the recent update which changed the functionality of the emails back to the original state, it appears that we have been having errors occur when sending emails out from within requests. After automating a lot of the processes for the Service desk emails we haven't been cheeking the inbox as often and have only just noticed this is happening. When sending the email from within the request is gives the confirmation the email has been sent but we don't know its failed without going in and checking. I am unable to currently find any reason these
  25. Hi everyone!

    Happy New Year!

    As you probably noticed I was away from forums for the past month as I took some time off. I am back(ish) now  (because I am caught up in some other work as well so I might not be able to be on forums as much for now) and slowly catching up on all activity (including all notifications and PMs). I will get back to each of them eventually however it might take a bit longer until I will be able to get to yours. As usual, if you are subscribed to a success plan you can always raise a request with support to expedite a forum discussion/answer.

    Cheers!

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