Adrian Simpkins Posted April 23, 2019 Share Posted April 23, 2019 Hi Earlier today whilst I was raising some test calls to checkout a script our live MSB instance URL became unresponsive - I was in the process of raising this to the Support Team, but it appears that the instance is now responding as expected. However, I raised 3 calls (references available if needed) but I can not see these in the Request List at all, but can see them in the My Services User Portal under My Requests. I have tried searching for these request(s) but can not locate the calls when searching. How would I locate these 'orphaned' requests and get them back into the request list to action please? Many thanks Link to comment Share on other sites More sharing options...
Martyn Houghton Posted April 23, 2019 Share Posted April 23, 2019 @Adrian Simpkins Can you get to them if you use the URL format https://live.hornbill.com/<your instance>/servicemanager/request/view/<your referernce>/ in case the issue is with the global search indexing. Cheers Martyn Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted April 23, 2019 Author Share Posted April 23, 2019 Hi Martyn Ah perfect, found them now, Many thanks (again!) Link to comment Share on other sites More sharing options...
Martyn Houghton Posted April 23, 2019 Share Posted April 23, 2019 @Adrian Simpkins Using the URL is a useful trick to go straight to a request when demoing the system, when waiting for the global search index process to pick up the newly logged requests. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 23, 2019 Share Posted April 23, 2019 You can also use the Shift+Ctrl+f key combination to open a quick search that goes directly to the request. Just paste in the full ID and open the request. You can access this from anywhere within Hornbill. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted April 26, 2019 Author Share Posted April 26, 2019 HI James thank you for the above shortcut. Is there anyway to identify calls that are 'orphaned' and we do not know the reference assigned to the call at all? For example a Customer raises a call, and the BPM failes - would these just show in the Request list for a User to pickup and then assign to a Service/Team etc? Many thanks Link to comment Share on other sites More sharing options...
HHH Posted April 26, 2019 Share Posted April 26, 2019 I cannot get the shift+ctrl+f to work in Firefox. Works as expected in Chrome Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 29, 2019 Share Posted April 29, 2019 On 4/26/2019 at 3:04 AM, Adrian Simpkins said: For example a Customer raises a call, and the BPM failes - would these just show in the Request list for a User to pickup and then assign to a Service/Team etc HI @Adrian Simpkins, Regarding the failed BPMs, on the following forum post I have a report that you can download which shows you the broken BPMs. There is also a link on one of the comments to how to fix broken BPMs. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted May 1, 2019 Author Share Posted May 1, 2019 Hi Martyn Thanks, that looks perfect, I will have a read through. Many thanks Link to comment Share on other sites More sharing options...
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