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  1. Hello, For a while now at least a couple of months, I have been having performance and other issues with the Business Process editor. It doesn't matter what device I use or where I do the work (at the office, or at home with a 1Gbps connection) I always have these issues. ---------------------------------------------------------------------------------------------------------------------------------------------------------- Performance Issues This does depend on the complexity of the Business Process, and unfortunately in some cases the complexity is required. For example this is the performance of just trying to join 2 x "Via" nodes together on one of the stages in the new version of our Movers Process. If I need to join other nodes, I have to wait for this amount of time, almost each time. I am using the latest version of Edge on all devices. Our BPM autosave interval is every 3 mins. I found having it do it ever 1 minute was too excessive as even when saving, it's like the page is reloading... can take a bit of time, though not as much as above. Also wanted to point out that the slowness and performance issues can also occur when creating new nodes or navigating to a stage with lots of nodes etc. And, sometimes I don't get the performance issue for 5 to 10 mins, then they suddenly come back. Eventually, if I've been working on the BPM for long enough, I get the browser has run out of memory error. Very frustrating, especially if I was in the middle of doing something and haven't been able to save my edits. ---------------------------------------------------------------------------------------------------------------------------------------------------------- Editing Issues - "Via" nodes moving despite not being selected If I select a node, then attempt to move 1 node (or more if I drag to select), any directly connected "Via" nodes, whether upstream or downstream, and even other "Via" nodes connected to those "Via" nodes will move in one go. Means if I need to move anything down, I have to constantly reformat the Business Process. Here is an example. Say I want to move either of the Human Tasks down, or the Get Request Details (Again) node down (using my Keyboard) This is made worst if needing to move groups of nodes down that have multiple "Via" nodes connected to them in the name of formatting... as not having this "Via" nodes in there would make the BPM extremely hard to read... so it's a necessity for me, but when they all move it becomes a massive headache to sort out. I have to break any via nodes between the groups and move them broken before reconnecting them again... then *sigh* the performance issue above occurs. ---------------------------------------------------------------------------------------------------------------------------------------------------------- Editing Issues - Moving nodes outside of the existing Canvas, ruins any groups. If I have a large and complex BPM and I need to add in a node to the top but it would take a long time to move everything down manually, in the past I would just move the "Start" node outside of the boundary either using my mouse or keyboard. Unfortunately in the last couple of months this has not been possible, as it would cause any nodes within groups to move whilst the groups remain intact (it might be the other way around, but I can't tell). Here is an example of my new version of the Mover Process. Note if you see off the right side, it looks messy... I was unfortunately to have this issue occur just before the process automatically saved last week, so I need to tidy it up (facepalm). This is the result of moving an extra node at the top. Please note this happens regardless of the complexity of the Business Process. I was able to quickly refresh my screen to prevent the process from autosaving this issue (phew!) ---------------------------------------------------------------------------------------------------------------------------------------------------------- It's late so I will log a support call tomorrow morning and link back to this topic. Thanks, Samuel
  2. Good morning, Earlier in the week and before, I was able to run API calls to Hornbill using Postman (for testing purposes) as well as via the Business Process using the HTTP Integration in the BPM (especially for adding a User to a Shared Asset). Since yesterday, it has stopped working. I have a bunch of API's in Postman that I use to sometimes check data or to test if an API will work (ie. Adding a user to a Shared Asset) but now none of them work, all of them are presenting with this message: <?xml version="1.0" encoding="utf-8" ?> <methodCallResult status="fail"> <state> <code>0004</code> <error>The XMLMC request message specifies different service than the one specified in the request URI</error> </state> </methodCallResult> Here is an example of one that was working before. Please note originally, the POST URI had ?method=create instead of ?op=create - this is me trying to get it working with no luck. Params Header Body and Error - this is misleading as it still shows as Error 200 OK Again, where it says "@op": "create", this originally was "@method": "create", as I was trying in vain to get it working to no avail, I just didn't revert them back prior to taking the screenshots. Please advise.
  3. Good morning, I have been working with a colleague on a new version of the New Starter form and we've come across an issue in the Employee Portal. We have a Dynamic Dropdown Select Box that pulls from a Simple List. When testing the form, we populate this field, yet it still asks us to select a value, despite one already being selected. It doesn't matter what we select, we still get this error, and we cannot move forward or log the ticket at all There isn't anything in the configuration of the ICF that should be causing this at all. The question is "What Equipment does your New Starter need?" The ---- , ==Equipment Details== and Lone Worker details are labels. Here is what the Simple List looks like: I'm not getting any error messages in the F12 developer console when I press Next, nothing happens at all and this field says that it requires a value despite one being selected. Please can someone have a look and advise? We have no hidden questions, and everything is answered as expected, it's only this field with the Dynamic Dropdown Select Box to a Simple List that isn't allowing us to move on, despite having a value selected. This is a blocker for us as we need to get this new version of the form up and running and short time.
  4. Searching is proving to be an issue in Service Manager, is there a free search (or another method) to be able to search every request open, closed, cancelled etc where it will search the Summary, Description, Timeline, Questions etc?
  5. Good afternoon, Not sure when this started, but when clicking on the dropdown next to Create New -> then clicking on External Link nothing happens. I wanted to create a Hornbill Document pointing to an external document using an external link... I cannot find any temporary workarounds for this at the moment. We are using the latest version of Edge if that helps. Any assistance would be great. Thanks, Samuel
  6. Good morning, Couple of issues with FAQ's When adding borders against images in the FAQ's via Service Portfolio, they are displayed initially but then disappear after updating/saving the FAQ. The borders do not show in the portals too. and when viewing the Image Properties, the Borders have been set back to 0 (despite setting them to 1). Adding a border Seeing the result I Saved/Updated the FAQ then go back into it to see the border has disappeared The border settings have been reset too I'm not sure how to debug this... but I wonder if this is due to the size of the image... but I have a large-ish image on the FAQ and it comes up blank in Service Portfolio, but the image is still visible in the Portals though. Service Portfolio: Service Portal: Side Note: Can we have border functionality added to images on the Community Forums? It would really make it easier to see the above images if i had borders against them after posting the images on this post.
  7. Good afternoon, When using the Solutions functionality, you have the following options: When use Accept Solution, it should mark the FAQ as the solution... and copy the contents to the Resolution box. The latter works, but the former doesn't... When using in the past, I seem to remember it is supposed to mark the FAQ as green with a tick, but now the FAQ just stays in the list as if it hasn't been marked as the solution. Here is an example of an FAQ that was Accepted as a solution... this is the contents of the resolution field (which looks weird without the images... and really no good to the customer) If you look at the Solutions tab, you can see the only FAQ in that list... but showing up as if it hasn't been marked You can see evidence of this here too when you click the Not the solution button: Please can this be investigated? Thanks, Samuel
  8. Good morning, Another day, another question . I am updating an incident via email (which works) however not all of the content of the email is being displayed. The total email length is 95 lines long, but you can only see the first 38 lines in the incident. I have copied and pasted the entire email in manually as an update and that saves/displays all of the content of the email. I have expanded out the email as much as possible. If I click the Open Post option, it opens a new tab and shows the same amount of data. The only way I can see the entire content of the email is by clicking the options button and select View Email in a new tab. Is there away to view the full content of the email within the body of the incident? Thanks
  9. Is there any way to force the Hornbill system to pull mail from the mailbox? We had an issue preventing the configured mailbox IMAP connection which has been resolved and the test shows success, but no mail is being pulled from mailbox to hornbill mailbox? Is there anywhere to see logs for mailbox activity?
  10. Hello, We have had some linked requests raised without a Service or Catalog (I will be investigating how this has occurred). We have noticed that not all the teams are populating in the "Owner Assignment" drop-down against the request. Can someone advise on how this is controlled, and how I can make all the teams appear in that drop-down? Thanks, Samuel
  11. Hello, One our of Project Managers has discovered an issue where if he puts the URL into a Word or Excel document which is a link straight to a Service on the Self Service Portal (ie. https://service.hornbill.com/<instances>/servicemanager/service/38/), and the Portal is set up to use Single Sign-On, it takes us back to the list of Services after Single Sign-On. Quite a few of us tested this (some on Office 2016, others on Office 365) and the same thing occurs. I did some reading up on this, and it is already a known limitation with the Office Products: > https://support.microsoft.com/en-gb/help/899927/you-are-redirected-to-a-logon-page-or-an-error-page-or-you-are-prompte > https://developer.ibm.com/answers/questions/204906/why-does-clicking-on-a-hyperlink-from-micrsosoft-o/ I then tested this with a direct link to a SharePoint page sub page (which is our Intranet), and it worked fine. Curious, I asked someone else to test another Application that uses Single Sign-On via a link in an Office document and the same issue occurs. I was wondering if this is something that is already known at Hornbill, and if there is a way for this to be fixed? There are some workarounds presented on the Website above, but if SharePoint works then I wonder if it's because Single Sign-On redirects to the first main page, rather than the requested page and whether this is something that can be looked at in the future? Replication steps: Log on to the Self Service Portal as normal Navigate to a Service to see the Catalogs Copy the URL to that Service Paste that URL straight into a Word or Excel document (we could only test with Office 2016 and above) Open the URL from the document, you can see it navigates to the Single Sign-On page and takes you straight to the List of Services instead. Thanks, Samuel
  12. So we are experiencing this issue, when we log jobs we have the option to Log & Resolve there the analyst types the resolution the business process then sends this to the customer and resolves the job. However, the process is picking up the below resolution text (The request has been resolved by the Business Process Engine) that has not been set by us and is being picked up from somewhere, does anyone know where this text is held? On 99% of requests logged like this, the text that is entered when logging is sent to the customer. In my example below this is what the analyst has typed and the above was sent when it should have been this: I can't find a logical reason that this is not working as designed. Below is an excerpt from the BPM Resolution Text node:
  13. Hi @Victor I seem to have the same thing as in this post I had a few issues after a node pinged off into infinity, past the point the scroll bar could get to (I think this was when expanding a group). I copied as much as I could and started a new BPM. For a while this did not save at all and so to retain my progress on it I saved the stage as a template. Since then I've managed somehow to get the BPM to save again but this last node is unreachable Can you work your magic or tell me what to delete out of the text file? - attached sits-project.bpm.txt
  14. Hello, A customer was able to raise a request via the Portal for a New Starter request to start on Monday 19th November, despite the Start Date field in the PCF using the Service Request Calendar and a minimum of 5 working days can be selected: About 5 of us in IT went into to check this New Starter Process since and we are unable to choose Monday at all... with the minimum date we can select being Wednesday 21st November. How has she been able to bypass this restriction? This is the exact same process she (and others) uses for other New Starter Requests. Is it possible there might have been something that went haywire briefly whilst she raised this request that allow her to select Monday? Do I need to raise this via the Support form? Thanks, Samuel
  15. Good Afternoon All, Does anyone else have issues with the raise new function. As a rule of thumb we tend to use the "raise new" button to open a new ticket, However if you use the drop down next to the raise new button you obviously get the ticket type to raise. If you use this option it seems to follow a different Progressive capture route. ITS REALLY WEIRD AND CONFUSING ME As you can see i am not using any out of the box BPM or P.C for this yet is still gives me two diffrent route depending on how i raise a new ticket ...????
  16. When you have routing rules configured to process emails in your instance you might find the rules do not process (all or some) emails. This can be caused by an incorrect syntax configuration of the expression criteria for routing rules. As a general rule, expressions used in routing rules follow the syntax used in SQL expressions and are using SQL Logical Operators. Here is a list of the most common misconfigurations: The string/character values used in expressions are not enclosed within quotes. For example, a criterion like fromAddress = example@domain.com is incorrect. It needs to be configured as fromAddress = "example@domain.com" (the values used to match the fromAddress criterion needs to be enclosed in quotes) The string/character values used in expressions are not fully enclosed within quotes. For example, a criterion like fromAddress = "example@domain.com is incorrect. It needs to be configured as fromAddress = "example@domain.com" (the values used to match the fromAddress criterion needs to be fully enclosed in quotes) The string/character values used in expressions are enclosed with a mix of single and double quotes. For example, a criterion like fromAddress = "example@domain.com' is incorrect. It needs to be configured as fromAddress = "example@domain.com" or fromAddress = 'example@domain.com' (the opening quotes used to enclose the values need to match the ending quotes for that value) When using the LIKE operator the value does not contain a wildcard. When using the LIKE operator in a criterion to match specific patterns, the value needs to contain at least a wildcard otherwise the operator will evaluate as a hard match (equal). For example, a criterion like subject LIKE "test" will evaluate as subject = "test" because the value used for LIKE evaluation does not contain any wildcard. If you need your expression to match the value as a pattern within the evaluated parameter (for example, the email subject) then the expression needs to be as follows: subject LIKE "%test%" (to match the value anywhere within the evaluated parameter - e.g. subject contains...) subject LIKE "test%" (to match the value at the beginning the evaluated parameter - e.g. subject starting with...) subject LIKE "%test" (to match the value at the end the evaluated parameter - e.g. subject ending with...) Important: when evaluating toDomain, toAddress or ccAddress parameters always use the LIKE operator. This will ensure the routing rule will match the email even if it is addressed to multiple recipients. If the criterion is using the equal operator for these parameters instead of LIKE and the email is addressed to multiple recipients, the routing rule will not match the email. Routing Rules are disabled. The setting for turning Routing Rules on or off completely can be found in the admin Tool (Home - System - Settings - Advanced) as follows: Enables auto responder rules processing: mail.autoresponder.enable
  17. When making changes to a business process you might find these changes not being applied on newly raised requests. This is a common oversight and it happens because the version of the process which contains the changes has not been published. If making changes in a process and save an activate the process, the new version created also needs to be published if you need the changes to take effect in the newly raised requests. Publishing a version of the process is done from the "Publishing Manager" interface within the business process designer.
  18. When there are routing rules configured to process an email to raise a request or update a request, there are occasions when these actions are not performed. There are a number of possible reasons why this occurs. Firstly there has to be a routing rule configured in admin tool that will match the email properties (as configured in the rule expression) and the routing rules must be enabled (turned ON) The email sender does not exist in the system either as a co-worker/internal user or a contact/external user. In this scenario, one reason why the email fails to be processed by the routing rule is if the app setting to allow updates from unknown sources is turned OFF and the app setting to send back a rejection email is turned OFF. The email sender does not exist in the system, either as a co-worker/internal user or a contact/external user. Similar scenario as above, another reason why the email fails to be processed by the routing rule is if the app setting to allow updates from unknown sources is turned OFF and the app setting to send back a rejection email is turned ON but either the app setting for rejection mailbox and/or email template is incorrect or not set. The email sender exists in the system but the from address is matching more than one user/contact in the system. (see notes for more information) The request has status closed. In this scenario, the reason why the email fails to be applied to the request when processed by the routing rule is if the app setting to allow updates on closed calls is turned OFF. *[Only for routing rules configured for UPDATE] The application settings can be found in admin tool (Home - Hornbill Service Manager - Application Settings) as follows: allow updates from unknown sources: app.email.routing.rules.unknownUsers.allow send back a rejection email to unknown users: app.email.routing.rules.unknownUser.sendRejectionEmail rejection email template: app.email.routing.rules.unknownUser.email.template rejection email mailbox: guest.app.requests.notification.emailMailbox allow updates on closed Service Requests: app.email.routing.rules.allowClosedCallUpdates.SR allow updates on closed Incidents: app.email.routing.rules.allowClosedCallUpdates.IN Routing rules can be turned ON/OFF in admin tool using the option available in Routing Rules section (Home - System - Email - Routing Rules) or via the mail.autoresponder.enable system setting (Home - System - Settings - Advanced) Notes: to check if the address of the email sender is associated to more than one user or contact in the system you can a report. Here are 2 examples of report definition files on user accounts and contacts (these can be uploaded in your instance). When run, the report will prompt the user to type in the email address and teh report will return all records for users or contacts having that email address. user-list-per-email.report.txt contact-list-per-email.report.txt
  19. Hello, See attached: See the setup: Is there a reason why the Summary is not being pulled across via the BPM Automated Task to add the request card to a lane? Pressing (i) on the other fields in the automated task states that the fields will be ignored if the Application is set. I assumed the Title field is where the Request summary would be. The other ones you see above were manually moved to the Boards from within the request and correctly populates with the Summary of the ticket. Thanks, Samuel
  20. hello, I have made a report which combines a few tables in order to pull information related to Leavers requests, including the assets linked to those requests. Whilst it initially worked, I wanted to get the "Asset Type" name attached to it, so as soon as I joined this table and included the field, the Asset Name column is now sharing the same details as the Asset Type Name column. If i remove the Asset Type Name column, the Asset Name column reverts back to the actual asset name. That was probably confusing I have attached the report definition file... tech-support-equipment-assets.report.txt You can also see the screenshot below: Without Asset Type Name With Asset Type Name As you can see the Asset Name column shares the AssetTypes->Name fields. Can someone assist? Thanks, Samuel
  21. Project dates: Creating a task: Apparently, I can assign tasks before the project starts... Is this normal? Should we not validate the dates to make sure you cannot assign tasks before a project actually starts (and if not set then scheduled to start)?
  22. Hi, I changed the default progressive capture (to test this bit) and I cannot seem to get it to work... Active PC: Settings: But when creating a new project: Am I doing something wrong?
  23. When I open an existing cost, I get this: But when i got to change the amount from 25,000.00 to 32,000.00: and then hit update: Now my problem is from a User Experience point of view: you display the amount nicely formatted (and that's great! Don't remove it), but then the validation does not take it into consideration Maybe a simple parsing before validating would do the trick? (note: this is a typical user scenario, your dev guys will probably kill me for this one - I know I would!)
  24. Project ID appears instead of project name in the Activity list pane: Same in activity list
  25. Hi, I am trying to display on a graph the number of requests logged per service and keep only the top 5 over the last 3 month (to show the evolution). But I cannot get to sort the data... Is it just me being a noob? Or is it not possible at this stage? Here is what I get: Here is what I would like (x3 as I need 3 month): Any help would be appreciated!!! Thanks
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