Jump to content

Search the Community

Showing results for tags 'issue'.



More search options

  • Search By Tags

    Type tags separated by commas.
  • Search By Author

Content Type


Forums

  • Hornbill Platform and Applications
    • Announcements
    • Blog Article Discussions
    • General Non-Product Discussions
    • Application Beta Program
    • Collaboration
    • Service Manager
    • Project Manager
    • Supplier Manager
    • Customer Manager
    • Document Manager
    • Configuration Manager
    • Timesheet Manager
    • Live Chat
    • Board Manager
    • Mobile Apps
    • System Administration
    • Integration Connectors, API & Webhooks
    • Performance Analytics
    • Hornbill Switch On & Implementation Questions
  • About the Forum
    • Announcements
    • Suggestions and Feedback
    • Problems and Questions
  • Gamers Club's Games
  • Gamers Club's LFT

Find results in...

Find results that contain...


Date Created

  • Start

    End


Last Updated

  • Start

    End


Filter by number of...

Joined

  • Start

    End


Group


Organisation


Location


Interests


AIM


MSN


Website URL


ICQ


Yahoo


Jabber


Skype

Found 19 results

  1. 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
  2. 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
  3. 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:
  4. 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
  5. 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
  6. 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 ...????
  7. 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?
  8. When there are routing rules configured to automatically raise a request from an email or update a request from an email, any email attachments will not be added to the request. This is simply because the routing rule operations to raise and update a request are not designed to process attachments. This functionality is currently being developed and will be introduced in a future update. In this scenario, the attachments via the email itself. For request updates, the email added to a request timeline can be accessed using the "View Email" option available on the timeline entry created when the email was applied to the request. For new requests raised, the email can be accessed using the "Source" option available in request details section. Note1: The above does not apply when a request is manually raised or updated from an email, in which case, the attachments will be added to the attachments section of a request. Note2: When manually raising a request from email, the attachments will be added to the attachment section of the request only if the progressive capture flow contains the "Add Attachments" form.
  9. 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. 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.
  10. 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.
  11. 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) 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. 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
  12. 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
  13. 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
  14. 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)?
  15. 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?
  16. 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!)
  17. Project ID appears instead of project name in the Activity list pane: Same in activity list
  18. 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
  19. Hi, In the list of progressive captures and BPMs, when I try to sort by dates, the sorting does not seem to work properly. Also, when I use the search textbox, it looks like it is returning duplicates. Could you please have a look? Thanks
×
×
  • Create New...