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Found 44 results

  1. 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.
  2. 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.
  3. 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
  4. 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 foreground colours for the error message output. Cheers Martyn
  5. 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.
  6. 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 manually prior to the node being reached, but it has also happened on a ticket where this hasnt been done. Any ideas?
  7. 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
  8. 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?
  9. 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
  10. 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
  11. 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.
  12. 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 would be failing and System Engineers here are unable to see the emails leaving the Servicedesk@xxxxxxxx Outbox. Any Help would be appreciated, Josh
  13. 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!

  14. Hello, Can someone help me to fix this issue urgently. It having a huge impact with my work and unable to carry out my projects. I am not sure what caused this and I have tried few steps: Refresh Hard refresh Restart computer Shut down Clear cookies None fix the issue. I have screenshot from console of the error if that help to identify the issue(s): Can someone get back to me ASAP to get this fix please. Kind regards, Aaron Summers
  15. Hi there, We keep getting this error when trying to log a change. This is hard coded somewhere but not sure where, can you advise please? Thanks, L
  16. Hello, As the title states: User with full access to a "Library" cannot read the "Revisions" against the documents within - The user does not have permissions to view the specified document. I have a library which i've allowed full permissions to 4 teams and 2 users (besides myself). I have 4 reports which will be sheduled into this Library: (there are 2 seperate reports, but there are 2 each to be run at different times of the day... I was hoping to be able to schedule 2 reports to run on the same day at different times within the same report... but this is a different issue). I have already created the 2 document which will be where the scheduled reports go to. I have already done a dummy run for these reports so the Documents within the Library are now the correct file type (XLSX). When one of the user's who has "Full" access to the library attempt to read the "Revisions" against the documents, they are presented with an error message: I really hope I don't have to start adding individual users to each of these documents as they come and go and more reports may be required in the future. I think this relates to the issues I raised about the documents in the past, thankfully we are now able to change owners in bulk but not being able to allow Groups to amend or view revisions against document makes it rather tricky to maintain. Is the above a potential issue if the permissions (i hope) cascade down from Library to document level? If not can I request this feature... and can someone provide me with a potential workaround that doesn't involve me adding in users individually one-by-one to each document? Thanks, Samuel
  17. Hello, A customer has been trying to upload a .DAT file via the Self Service Portal AFTER a ticket has been created, but she is met with an error. Her workaround... is to log a new request and upload the EXACT same file using the Portal Attachment form rather than do it via the request itself. I had a look at the WebDav file type settings but nothing seems to be amiss, and what's odd is that .DAT is not defined anywhere as a restriction... So why is the file allowed to be uploaded via the logging of a request, and not after a request has been logged? Regardless... we need to remove this restriction to allow this file type to be upload via the request in the Self Service Portal. Thanks, Samuel
  18. Hello! At least once a day our service desk receive the below error when attaching an email to a request. The only way to do it is to copy and paste it manually into the request. Any idea how we can figure out why this is occurring? Thanks.
  19. Hello, I have just set up a new Routing rule that should hopefully create a request based on the email. I replicated another email Routing Rule that IS working, then tweaked the criteria... but it isn't working at all. This is the criteria: subject LIKE '%AGRESSO NOT UPDATED FOLLOWING AUTHORISED PAYMENT%' The email subject looks like: Fwd: AGRESSO NOT UPDATED FOLLOWING AUTHORISED PAYMENT !! - Check the Logs. And this is the error message 64916 23-Jul-2018 13:45 error system 5360 Mail routing rule [16] evaluation error, Expression [from Address like 'sd%admin%@%UNKNOWN%.%co%.%uk%'], Subject [AGRESSO NOT UPDATED FOLLOWING AUTHORISED PAYMENT !! - Check the Logs. ~[UNCLASSIFIED]~], Error: Empty value returned from the left expression node Where you see UNKNOWN this is actually from a legit email address from a completely different supplier totally unrelated to the email. What I don't understand is that this email address is not defined anywhere.... in the Email sent to Hornbill, in the Auto-Routing rule criteria, in the Routing Rule Template or from the source email address that sent this email in the first place. No matter what I do... create a new rule, tweak the criteria I am always getting this error. However for another Auto-Routing rule which creates an ticket when an another Organisation sends over daily files... it works absolutely fine. This is the Routing Rule ordering... 1. Update requests (uses Regex and checks for the Request Reference) 2. Logs a new ticket from the other Organisation which contains files 3. Logs a new ticket (related to this issue I am having above) Can someone have a look at this and assist? Do I need to raise a Support request for this? Thanks, Samuel EDIT: I forgot to attach the second error message that occurs after the first one above 68543 23-Jul-2018 14:16 error comms 5360 Operation[apps/com.hornbill.servicemanager/arOperation:raiseNewRequest] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ar/raiseNewRequest): nodeName: Exception; nodeId: 83d619d6-0c3f-49db-bb6c-e84c9f45bb06; At 218/1: "Uncaught FCSException: ERROR(006)" throw(e); _fc_node_exec_83d619d6_0c3f_49db_bb6c_e84c9f45bb06
  20. Hello, For some co-workers, when navigating to their "Co-Worker" record (Home -> Co-Workers) we are getting the following error: But when checking the record in the Admin Tool and in the Database using SQL, the user ID is set correctly. The only thing that's different is that I am using the latest version of the LDAP Import tool. Can someone assist? (please note we've only found a couple of co-workers so far) Thanks, Samuel
  21. I haven touched the admin side of hornbill today and no updates have been pushed but but whenever someone tries to raise a change they get this error when it comes to selecting a service: IS anyone else getting this error? Changes were being raised fine up to around a hour ago? Hayley. (have also raised as incident on support)
  22. I am getting the following error when the outcome for a task 'More information required' is selected. flowcode ("s1"/"flowcode-07ca230e-2786-499e-f987-a499190ca29a") execute: at 1/125: "Uncaught TypeError: Cannot read property 'outcome' of null" ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-8974dc14-ec21-4bda-ec95-309f03ab4592").outcome))" ---------------------------------------- ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-8974dc14-ec21-4bda-ec95-309f03ab4592").outcome) I am assuming that the node where i am trying to update the request timeline with the custom outcome for the task is the issue here. I have set it as so: I believe the function is incorrect and prehaps the task code is the wrong one, if this is the case how do i find out what he task code is for that node? When i go to variable picker- tasks- i get 2 options 'get additional info' becasue i have 2 task nodes with the more information required button on them It doesnt matter which option i select they both come back with the same error? Jsut with the differnet Task code: flowcode ("s1"/"flowcode-07ca230e-2786-499e-f987-a499190ca29a") execute: at 1/125: "Uncaught TypeError: Cannot read property 'outcome' of null" ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-8974dc14-ec21-4bda-ec95-309f03ab4592").outcome))" ---------------------------------------- ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-8974dc14-ec21-4bda-ec95-309f03ab4592").outcome) Or flowcode ("s1"/"flowcode-07ca230e-2786-499e-f987-a499190ca29a") execute: at 1/125: "Uncaught TypeError: Cannot read property 'outcome' of null" ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-57c5d569-4a57-4801-25eb-59fd5a90f381").outcome))" ---------------------------------------- ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-57c5d569-4a57-4801-25eb-59fd5a90f381").outcome)) Hayley
  23. Since the update last night, i can no longer open the outcomse settings buttons. I have tried under admin and on my logon, aswell as on chrome, ie, edge and mozilla. Nothing happens, i dont get any eror messages it just doesnt load up. Hayley.
  24. in one of our progressive capture the date selector is no more available we receive a denied access, can you tell us why?
  25. 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.
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