New Update: Hornbill Service Manager (1082)

[sprasad]

With regards to this Change that is included in the new build,  can I ask whether this requires a change to the workflow, in order to activate this.

Having read this, I wondered if it is something we have to set.  Thanks.

The BPM operation that assigns Requests on a round-robin basis can now also check if the users are offline {CH00148161}

 

[Victor]

@sprasad

16 minutes ago, sprasad said:

can I ask whether this requires a change to the workflow, in order to activate this

No. It will work for any requests logged after the update. After you updated the app in your instance I mean. No changes are required to the current configuration.

https://wiki.hornbill.com/index.php/Continuous_Delivery

[James Ainsworth]

Hi @sprasad

Here is the new option, highlighted in yellow.  By default this will be set to Auto, which in the back end will be equivalent to 'Yes' (Include Offline Users). 

This is the same as the previous behaviour, and the assignments will work exactly as before without making any adjustments.  Only if you wish to exclude Offline Users would you need to set this option to "No".

Regards,

James

[Martyn Houghton]

@James Ainsworth

Thanks for clarifying. We do wish to exclude offline users, so in our case, we will need to update the BPM to take advantage of this new option.

Cheers

Martyn

[Victor]

@Martyn Houghton looks like I completely misread and misunderstand this... apologies! 

[Martyn Houghton]

@Victor

@James Ainsworth

We are experiencing issues with the the Round Robin node following the SM update when requests are logged via the Customer Portal. From looking at the logs the standard role 'Service Manager Authorised Desk' role needs to be updated to include permission to the 'h_sys_user_profiles' as it fails with the error below.

2017-11-13 10:13:35Z [ERROR]:[COMMS]:[7468] Operation[apps/com.hornbill.servicemanager/Requests/bpmOperation:assignTeamOwnerRoundRobin] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/assignTeamOwnerRoundRobin): nodeName: Get User Details; nodeId: cae66c65-e1f0-4fd8-866c-172d9988e537; At 334/1: "Uncaught EspMethodCall:invoke: Operation[session:userProfileGet] You do not have rights to access the table: h_sys_user_profiles"
	throw(e);
_fc_node_exec_cae66c65_e1f0_4fd8_866c_172d9988e537

Requests logged via the User app (i.e. manually or from emails) are not affected.

 

Can the standard role please be updated to include the pre-requisite permission.

Cheers

Martyn

[Martyn Houghton]

@Victor @James Ainsworth

Also appears to be missing permission to h_sys_accounts_status as well.

 

2017-11-13 14:05:49Z [DEBUG]:[SYSTEM]:[1492] XMLMC Request Failed: FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/assignTeamOwnerRoundRobin): nodeName: Get User Details; nodeId: cae66c65-e1f0-4fd8-866c-172d9988e537; At 334/1: "Uncaught EspMethodCall:invoke: Operation[session:userProfileGet] You do not have rights to access the table: h_sys_accounts_status"
	throw(e);

 

Cheers

Martyn

[Martyn Houghton]

@Victor @James Ainsworth

Also appears to be missing permission to h_sys_user_profile_viz as well.

 

2017-11-13 15:45:00Z [ERROR]:[COMMS]:[9100] Operation[apps/com.hornbill.servicemanager/Requests/bpmOperation:assignTeamOwnerRoundRobin] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/assignTeamOwnerRoundRobin): nodeName: Get User Details; nodeId: cae66c65-e1f0-4fd8-866c-172d9988e537; At 334/1: "Uncaught EspMethodCall:invoke: Operation[session:userProfileGet] You do not have rights to access the table: h_sys_user_profile_viz"
	throw(e);

 

Cheers

Martyn

[James Ainsworth]

Hi @Martyn Houghton

Thanks for your posts.  We will investigate this issue and let you know the outcome.  If we find that these rights are missing, we will be sure to get these added.

Kind regards,

James

[James Ainsworth]

Hi @Martyn Houghton

A defect has been raised for the issue with the rights.  The rights themselves should not actually be against the Service Manager Authorised Guest as this may result in too much access for the users.  The rights for operations in the BPM are managed through a system role.  It is possible that the rights to this system role were not updated on the update that contained this feature.

Regards,

James

[Martyn Houghton]

@James Ainsworth

At the moment we have had to assign the roles to the Portal Accounts in order to keep the system working. If you can confirm if we need to modify this or when the fix has been applied so that we can remove the workaround.

Cheers

Martyn

[Victor]

@Martyn Houghton yes, the workaround you applied would have to be reverted once the fix is available...

[James Ainsworth]

@Martyn Houghton

A fix for this issue has been completed and you should see this in one of the next updates.

Regards,

James

[Martyn Houghton]

@James Ainsworth

Thanks, I keep an eye out for it in the release notes.

Cheers

Martyn