Ann-MarieHolloway Posted January 2, 2019 Share Posted January 2, 2019 A couple of users are unable to search for tickets using the global search facility. One user attempted to search for SR0014225 and had the following result: However, when I carry out the search I get the following result: The user searching for the call, is the owner of the call and has the following roles assigned to him: Any advice greatly received. Many Thanks Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted January 4, 2019 Author Share Posted January 4, 2019 Would it be possible to have an update on this issue? Link to comment Share on other sites More sharing options...
Steven Boardman Posted January 7, 2019 Share Posted January 7, 2019 @Ann-MarieJones It is certainly possible for different users to get different results from the global search, based on the requests being logged against services which their teams do or do not support, but you indicate they are the owner Can they still not find this request via global search? i just want to check this wasn't an indexing delay where the request would take a few mins to return after logging? If this is still not showing for them then perhaps the best route would be to raise a support ticket so our support team can take a look for you: https://www.hornbill.com/support/ Steve Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted January 16, 2019 Author Share Posted January 16, 2019 Unfortunately, we don't yet have that level of support. Our user Joseph Adesina (JADES) is still unable to even search for his own Incident, regarding this issue However my search for the same call, brings back a successful result Link to comment Share on other sites More sharing options...
Steven Boardman Posted January 17, 2019 Share Posted January 17, 2019 @Ann-MarieJones ok sorry i didn't know at the time which success plan you had. In the example you have cited above Joseph Adesina appears to be the customer not the owner of that request? Again without looking into specifics of your configuration / services / supporting teams it is a bit difficult to be specific but in this scenario if Joseph was the customer, and the their request was logged against a service which one of Joseph's Support team's be belongs to, does not support that service, then i would not expect the request to be returned in the list as he the customer not the owner (and his support credentials (teams he belongs to and services his teams support govern what he can see in the global search), i assume he can see this request from self service (as a customer, or from his profile and request list)? Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted January 22, 2019 Author Share Posted January 22, 2019 Hi @Steven Boardman, Shouldn't all analysts be able to search for any call? Link to comment Share on other sites More sharing options...
Victor Posted January 22, 2019 Share Posted January 22, 2019 20 minutes ago, Ann-MarieJones said: Shouldn't all analysts be able to search for any call? No. There are visibility restrictions in place, for example, you would not want any analyst to search and see the summary and description of an HR request dealing with disciplinary action or a salary review... Link to comment Share on other sites More sharing options...
Steven Boardman Posted January 22, 2019 Share Posted January 22, 2019 @Ann-MarieJones it all depends on your setup. If you want all analysts to see all tickets, i.e they can support and search for them, this is absolutely fine and in fact is our default position when you are creating the services you offer. So in the example below for a new service, under supporting teams - the default is support by all teams. If you subsequently refine this and add in only the teams you want to support this service or see requests raised against it, then your agents will only be able to see requests raised against services they support. But our OOTB is that all services are supported by all teams, until you decide otherwise. As victor says there maybe many good reasons why you would not want all agents to see all tickets, but this is a choice you can make as needed in your organisation. Hope that helps Steve Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted January 22, 2019 Author Share Posted January 22, 2019 Thank you @Steven Boardman that is very helpful. I'll update our Services post haste! Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted January 22, 2019 Author Share Posted January 22, 2019 ahhh this may explain why we were able to search for all calls before we installed the update in December. Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted January 22, 2019 Author Share Posted January 22, 2019 I've had a look through our Service Portfolio and all services are listed as however analysts are still unable to obtain a result. Link to comment Share on other sites More sharing options...
Victor Posted January 22, 2019 Share Posted January 22, 2019 @Ann-MarieJones - can you give me an example so we can investigate? I.e. an analyst (who is he/she) trying to search for a request (the request reference) and not getting a result back... also, how is this search performed (e.g. Global Search or another type of search) Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted January 22, 2019 Author Share Posted January 22, 2019 Hi @Victor, Thank you for looking into this for us. My first example is Joseph Adesina (as stated at the start of this post), however Lucy Kenward is also unable obtain a search result for IN*14018 (see below) However, my search brings a successful result: Many Thanks Link to comment Share on other sites More sharing options...
Victor Posted January 28, 2019 Share Posted January 28, 2019 @Ann-MarieJones - as mentioned on the other forum thread where you raise the issue with the BP error (https://community.hornbill.com/topic/14960-business-process-error-when-sending-emails/), we have been carrying out some additional maintenance work over the weekend which, I hope, resolves the searching issues as well... can you please have a look and let me know how it works now? Any better? Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted January 28, 2019 Author Share Posted January 28, 2019 Good Morning @Victor I will liaise with the people who originally had the issue and check if it has been resolved. Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted January 29, 2019 Author Share Posted January 29, 2019 Morning @Victor Just to confirm, I have spoken to Joseph Adesina and and Emma Sharman who state they are still unable to search for calls and still receive the 'No Results' message. We are due to install update Build: 1408 today and I wonder if that may assist in the resolution of this issue? Many Thanks Link to comment Share on other sites More sharing options...
Victor Posted January 29, 2019 Share Posted January 29, 2019 7 minutes ago, Ann-MarieJones said: We are due to install update Build: 1408 today and I wonder if that may assist in the resolution of this issue? @Ann-MarieJones - no, there are no changes in this build related to search functionality. I will need to have a look in your instance using their context to see why the search returns no results. I would need some examples of requests they searched that did not bring back results. Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted January 29, 2019 Author Share Posted January 29, 2019 No problem, IN00014018 failed for Emma Sharman And IN00014372 failed for Joseph Adesina Link to comment Share on other sites More sharing options...
Victor Posted January 29, 2019 Share Posted January 29, 2019 @Ann-MarieJones ok, thanks, I'll have a look. Please bear with me... 1 Link to comment Share on other sites More sharing options...
Victor Posted January 29, 2019 Share Posted January 29, 2019 @Ann-MarieJones - ok, I think I found something not quite right when using the search in the user context... I have reported my findings to our dev teams, waiting for their feedback. Will post back here when I hear back from them Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted February 7, 2019 Author Share Posted February 7, 2019 Good Morning @Victor Do you happen to have an update for this issue, as not being able to locate calls is causing our users difficulties. Many Thanks Link to comment Share on other sites More sharing options...
Victor Posted February 7, 2019 Share Posted February 7, 2019 @Ann-MarieJones - oh, sorry, I was absolutely convinced I came back here with an update... I see that I didn't.... *sigh ...sorry We discussed this internally and as an outcome, we identified a defect in the searching engine causing the exact issue you have when searching... I understand that the fix will be deployed in the next ESP platform update. Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted February 11, 2019 Author Share Posted February 11, 2019 Hi @Victor I noticed that the latest build of Hornbill ESP (2987) has been released to live and I confirm I have installed the latest Service Manager build, however I have now noticed that I am unable to search for the following calls: CH*18828 and IN*18819 There is an error on the Change Request And I have 0 search results Link to comment Share on other sites More sharing options...
Victor Posted February 11, 2019 Share Posted February 11, 2019 2 hours ago, Ann-MarieJones said: I noticed that the latest build of Hornbill ESP (2987) has been released to live @Ann-MarieJones - your instance has not updated to this build just yet, it will be done during the nighttime maintenance window (1.00 AM - 5.00 AM) Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted February 12, 2019 Author Share Posted February 12, 2019 Good Afternoon @Victor Unfortunately, the fix does not appear to have worked I am currently awaiting further examples from some users affected by this issue, but presently they are unable to search for tickets. Link to comment Share on other sites More sharing options...
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