Request view refresh

[Guest David Calder]

When updating a request as an analyst we are seeing that the Timeline and Details etc get updated as we update the call. However, the grey Information panel and the HUD do not refresh until you refresh the browser. Is this expected behaviour?

 

[Steven Boardman]

Hi @David Calder

We would expect to see the HUD progress if the action being performed was designed to mark a checkpoint in a stage, or if the action involved the progression to a subsequent stage in your process, equally if an action resulted in say a status change in the Information section we would expect this to dynamically change and should not require a browser refresh to see this.

Could you help and perhaps provide an example of when you are seeing this in a process you are running, and also confirm which browsers you are seeing this behaviour on?

Perhaps sharing the BPM definition here would also help us see if we can re-create or pinpoint any issue (you can download the process definition from the admin tool and process designer).

Thanks

Steve

 

[Lyonel]

@David Calder stupid question but which browser are you using? I have noticed a big difference between Chrome / Firefox and IE when it comes to UI auto refresh... And as you can imagine IE is not the best browser

[Guest pproot]

Hi, Could I pick up on this topic please as we are still having the problem with all BPMs we are building; none of the stages auto refresh which is really annoying. To answer the last question, we are using Chrome. Is there any setting that needs amending that enables auto-fresh of the HUD rather than us having to refresh the browser each time, or are we missing something when building BPMs? If you need to actually see a workflow where we have this problem (although it is all of them) then please let me know steps to follow to download to you.

[Steven Boardman]

Hi @pproot

This is not the expected behaviour and if it is affecting all Business Processes i think we need to take a look at this - please could you raise a support issue for this here and we can get to the bottom of it for you:  

https://www.hornbill.com/support/?request/

Thanks

Steve

[Guest TrishaRush]

Please note - this is not just related to the BPM, it's related to every element of Service Manager - for example - cancelling a call and updating configuration items.

I tried to raise a support issue using the link above but my email address is not valid (patricia.rush@camelotgroup.co.uk) and neither are Sonali Depala or Paul Rooth's (same suffix as mine).

[Victor]

@TrishaRush I have sent you a PM. Not sure why Paul address did not work on the support request form... (I have tested it now and seems to be fine) ....

[Guest pproot]

IN00146706 has been raised to look into this please, thank you

[Guest TrishaRush]

1 hour ago, Victor said:

@TrishaRush I have sent you a PM. Not sure why Paul address did not work on the support request form... (I have tested it now and seems to be fine) ....

Thanks Victor, Paul's email address does work now.

[Victor]

@TrishaRush if your organisation would also like the additional contacts added, as mentioned in the PM, please let us know.

[Victor]

@pproot I understand that you identified internally the cause for the automatic refresh issue... when you have a chance, would you mind updating this thread with your findings? Thanks!  

[Victor]

@David Calder @pproot sorry to be a nagging pain but I am really, really curious how you resolved this issue  

[Guest David Calder]

Hi @Victor

Our internet proxy was blocking calls (not sure if it was the request or response that was getting blocked) to eurapi.hornbill.com.

The Infosec team couldn't be certain why it was getting blocked, but it may have been because it was being overly cautious against a possible XSS attack.

Hope this helps,

David

[Victor]

@David Calder it does help, thank you!