Activities disappearing from calendar

[Oriol Martinez]

Since the 18th July we are experiencing issues with the calendar as some activities disappear we are trying to locate the triggering action to make them go away but it's disrupting our work as we don't know if we are billing properly to the customer. Some users can have a different amount of activities shown in the calendar even having same privileges and role inside the company.

Regards,

[James Ainsworth]

Hi Oriol,

One thing to check is the settings under each team's associated users.  If a user has Allow Task View set to No, they wouldn't be able to see the tasks that were assigned to that team.

[Oriol Martinez]

Hi James, 

Extracting the tasks with the reporting tool throws me 22 task for yesterday. The thing is, a specific user had 17 tasks viewable yesterday in the morning and today only 10 remain there for him. But tasks are still there when extracting. So it's not only about some users view more than others (will check the "Allow Task View") but also same user experience that fade in tasks. As I mentioned, based on yesterday's extraction and once some start to disappear today I'll compare all the fields to check for relevant differences that can lead to it but seems weird as we didn't changed any of our internal processes to treat tasks. Neither any internal structure, business processes roles or users.

[James Ainsworth]

One thing that could be influencing this is that a task can be assigned to a group/team.  Once one of the group or team members assigns the task to themself it may be removed from view from the other members as it now has an assignee.  

[Oriol Martinez]

Still experiencing this issue, used reports as patch to export activities but our workflow didn't change. So it's unlikely to be related to user roles and assignations. Has any change been applied circa the mentioned date on the platform that could lead to that? 

[James Ainsworth]

Hi @Oriol Martinez

Taking a step back, I just wanted to make sure that we are both talking about the Tasks Calendar View. 

 

If you are able to use a report to successfully get the list of tasks, I would think that there is something within the filters that might be hiding the activities based on owner, outcome, status, or other values that change.  This calendar is a "Personal Calendar" for each user.  There are a number of filters in the toolbar that can be defined and selected.  

Are they able to see the activities in the List View?

 

The user will want to make sure that the ALL filter is selected.  If they are looking for their own tasks, they will want to make sure that All my tasks is selected.  

 

There was a Service Manager update on July 18th, however, activities are not included nor part of the Service Manager app. 

 

Updates to Activities are included in the Hornbill Core UI releases.  There was an update on July 24 which you would have seen the next day.  The only thing that changed with Activities was the following

• Activity popup - BPM custom fields - Working calendar disables wrong week days

 

 

 

 

 

[Oriol Martinez]

This is my actual view with 12 tasks for today. Will update if any disappear. 


Having same filtering I've seen differences i.e one user having 17 and only seeing 16 by my side. All the activities are under the same Team/Group. Under List View same amount can be seen.

[Steve Giller]

@Oriol Martinez we're keeping an eye out for the update, thanks.

[Oriol Martinez]

Two tasks disappeared. Overlapped previous screen with new one, no filters applied.

[Steve Giller]

@Oriol Martinez Are these missing Tasks visible anywhere - e.g. attached to Requests etc?
If so what is their status, ownership etc.

 

[Oriol Martinez]

20 hours ago, Steve Giller said:

@Oriol Martinez Are these missing Tasks visible anywhere - e.g. attached to Requests etc?
If so what is their status, ownership etc.

 

Yes they are still present attached to the request. 

Finally found something relevant. 

Previously when a task was completed it was still associated to Service Desk now it gets assigned to the person who completed it.
Found it when reviewing for all the fields on h_sys_tasks.

On field Assigned To : "urn:sys:group:IT/ServiceDesk/"

Activity is visible.

When activity appears Assigned To user: "urn:sys:user:oriol.xxxxxxx@xxxxx.xxx"

"Disappears" from calendar.

Now that I've found the triggering action they not explicitly disappears as new owner can see it. 

Task on calendar now visible assigned to Service Desk:


Activity that "disappeared" yesterday assigned to user (screenshot took from Request page):

 

Activity prior to the issue completed by user and being assigned to Service Desk (can be seen in the calendar now):

[Steve Giller]

35 minutes ago, Oriol Martinez said:

On field Assigned To : "urn:sys:group:IT/ServiceDesk/"

Activity is visible.

When activity appears Assigned To user: "urn:sys:user:oriol.xxxxxxx@xxxxx.xxx"

"Disappears" from calendar.

This would be expected behaviour - your Task view would show Tasks assigned to you and also to your Team, but not those assigned to another member of your Team.

 

37 minutes ago, Oriol Martinez said:

Previously when a task was completed it was still associated to Service Desk now it gets assigned to the person who completed it.

Are you saying here that the act of completing the Task is automatically assigning it to the Completer?

[Oriol Martinez]

1 hour ago, Steve Giller said:

This would be expected behaviour - your Task view would show Tasks assigned to you and also to your Team, but not those assigned to another member of your Team.

Yes and seems logical. But assignation is changing now. 

 

1 hour ago, Steve Giller said:

Are you saying here that the act of completing the Task is automatically assigning it to the Completer?

Yes, just checked with two different tickets. One is a copy of the other to have the least amount of variables. 

When Activities on a ticket are created are assigned to the Service Desk team.
Tried from my side with system admin account on the original ticket and the tasks remained as Service Desk:


 

That happened when those got completed by the team:



I've seen it live on a teams call and the person who was completing the tasks did exactly the same as me. Just clicking the complete button with default or same dummy data as input. 

[Steve Giller]

Thanks @Oriol Martinez I'll feed this back.

 

[Oriol Martinez]

Hi @Steve Giller any update on this? 

[Ricky]

Hi, @Oriol Martinez. The development team is still investigating this issue, and hopefully, we will have some information to feed back to you soon.

[Oriol Martinez]

Hi @Ricky , nothing yet?