nasimg Posted January 12, 2017 Share Posted January 12, 2017 A workaround is to log the ticket without the attachment, and then reply to the email confirmation you get (containing the reference number) with the attachment. Your file gets automatically attached to your ticket in the timeline. You need to have the autoresponder rule set up to allow email updates to tickets. Link to comment Share on other sites More sharing options...
Victor Posted January 12, 2017 Share Posted January 12, 2017 @Keith @Martyn Houghton we gave a nudge to the build controller so both your instances should be on 2678 now Link to comment Share on other sites More sharing options...
Guest Ehsan Posted January 12, 2017 Share Posted January 12, 2017 @nasimg and All, I would strongly recommend that you keep the Service Manager app up-to-date, to take advantage of our latest offerings - improvements, new features and bug fixes. I'm aware that 2.36 update did not deliver a favourable experience for your team and caused an unpleasant inconvenience in your operations. This has led to your decision to delay Service Manager updates but I would like to assure you that we have taken reasonable measures and steps to improve the stability of Service Manager updates, through extensive regression tests and monitoring deliverables and content within releases. This is evident through posts and interaction with our users, as problems relating to specific Service Manager updates are now minimal. In addition to this, 88% of Hornbill instances are now on either 2.37.0 or 2.38.0 of Service Manager and 2.37 is considered a successful release as there were no patches delivered for this at all. We progressed from 2.37.0 (released 5 weeks ago) to 2.38.0 (released today) with new content, as no regressions were reported. Regarding the problem that started this post - We noticed that this problem is being reported by instances that are on different versions of the Service Manager app, which led us to further examine other aspects. We soon noticed that this problem is caused by the difference between Platform Build 2675 (released on Tuesday) and Platform Build 2678 (released an hour ago). Platform Build 2678 was being prepared for a release today at lunch time in despite of this problem. As it happens, Platform Build 2678 which is the latest offering of Hornbill's Platform addresses this particular problem. As we are proactively working on improving the infrastructure of the product and while we have not yet confirmed if any recent improvements were the cause of this particular problem, we had identified a flaw through development which was then immediately fixed and included in 2678 Platform Build. The unfortunate course of action here is that we did not notice earlier (since Tuesday), that this area has been affected. Please accept my apologies on behalf of all teams here at Hornbill for the inconvenience that this has caused. Thanks, Ehsan Link to comment Share on other sites More sharing options...
Keith Posted January 12, 2017 Share Posted January 12, 2017 @Victor Sorry! Not unless I'm looking in the wrong place Link to comment Share on other sites More sharing options...
Victor Posted January 12, 2017 Share Posted January 12, 2017 @Keith this shows historic changes... Click on your user icon -> About. It should show the current server build on top. Link to comment Share on other sites More sharing options...
Keith Posted January 12, 2017 Share Posted January 12, 2017 Doh!! Showing my newbie credentials - Thanks!! I think this has resolved the problem. Link to comment Share on other sites More sharing options...
Victor Posted January 12, 2017 Share Posted January 12, 2017 @Keith so the portal is now logging request with attachments correctly (I mean, no errors)... I would advise, obviously, to keep an eye on this and let us know if you notice this still occurring. Link to comment Share on other sites More sharing options...
Keith Posted January 12, 2017 Share Posted January 12, 2017 @Victor I have tested the creation of requests with attachments and it seems to be working. I have just notified users to resume raising requests with attachments. Will let you know if the issue reoccurs. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 12, 2017 Share Posted January 12, 2017 @Victor We are now showing as Server Build 2768 (Client is based on 2675). It does appear to have addressed the issue with logging new request with attachments, from the quick testing I have done, but we should get more confirmation tomorrow from the users. Cheers Martyn Link to comment Share on other sites More sharing options...
Victor Posted January 12, 2017 Share Posted January 12, 2017 @Keith @Martyn Houghton and all: can you please make sure you revert the change for the auto update window (just click the revert to default button of the system setting). This of course if you made the update window changes for this fix specifically. Link to comment Share on other sites More sharing options...
nasimg Posted January 13, 2017 Share Posted January 13, 2017 I've updated our instance to 2.38 and tried getting the Platform Build 2678 to install earlier than the default but it hasn't happened (as of 12:19). If anyone from Hornbill gets in early (before 8am) can the check we have the fixed build (2678) - please "nudge" it so it does install. Link to comment Share on other sites More sharing options...
nasimg Posted January 13, 2017 Share Posted January 13, 2017 Just checked and we do have 2678 now - and attachments are working. Link to comment Share on other sites More sharing options...
Lyonel Posted January 13, 2017 Share Posted January 13, 2017 Hi, I changed the settings last night around 18:40 but still nothing this morning.. @Victor could you have a quick look somehow? It is getting critical now Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 13, 2017 Share Posted January 13, 2017 @Victor Just to confirm we have reverted the changes to the maintenance change window time period and following the appending of my email address to the setting 'autoUpdate.notifyOnUpdate' with a semicolon delimiter I now also receive an email confirming any auto updates undertaken. In terms of the issue of logging new request with attachments this is now working, following the application of both SM 2.38.0 and ESP Build 2768. Cheers Martyn Link to comment Share on other sites More sharing options...
Lyonel Posted January 13, 2017 Share Posted January 13, 2017 @Victor, just got the system updated. Link to comment Share on other sites More sharing options...
Victor Posted January 13, 2017 Share Posted January 13, 2017 @Lyonel yeah, I changed the update window (from 01:00-23:00) as soon as I got into office and probably the hourly check on build controller picked that up and updated. The window update was incorrectly configured 18:00-03:00 will evaluate as -15 and this is an invalid value for the build controller... As the instance been updated I suggest reverting the update window to its default value. Link to comment Share on other sites More sharing options...
Lyonel Posted January 13, 2017 Share Posted January 13, 2017 @Victor, thanks for the update. Already reverted back Link to comment Share on other sites More sharing options...
nasimg Posted January 13, 2017 Share Posted January 13, 2017 Is there any way we can remove the tickets that have been logged where the BPM failed? I don't want to cancel them one by one there are lots (as you can image staff have tried multiple times to submit tickets with attachments). I'm looking for a script to be run to remove them. Link to comment Share on other sites More sharing options...
Keith Posted January 13, 2017 Share Posted January 13, 2017 20 hours ago, Victor said: @Keith @Martyn Houghton and all: can you please make sure you revert the change for the auto update window (just click the revert to default button of the system setting). This of course if you made the update window changes for this fix specifically. @Victor I reverted the changes yesterday after the issue was resolved. Strangely today I see a new update for 2.38.0 which I had applied yesterday. Keith Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 13, 2017 Share Posted January 13, 2017 @Victor,@Keith, We too are seeing an update as being available with the base version of 2.38.0, which seems to be a newer build then the SM 2.38.0 Build 895 we applied yesterday, but there does not appear to be any difference in the changes listed. Victor Can you advise what is different with the revised build? Cheers Martyn Link to comment Share on other sites More sharing options...
Victor Posted January 13, 2017 Share Posted January 13, 2017 @Keith @Martyn Houghton the "new" 2.38 update is only to remove the button that was made visible by error. The button I am referring to is discussed here: Just as a note, it is only visible for admins, it is not visible for any other user so no impact for analysts or customers. Link to comment Share on other sites More sharing options...
Keith Posted January 13, 2017 Share Posted January 13, 2017 @Victor Well I didn't see the button but am excited for that functionality Link to comment Share on other sites More sharing options...
Victor Posted January 13, 2017 Share Posted January 13, 2017 @Keith I knew we would create expectations if we expose that ... I don't want to get your hopes down, but hopefully you noticed the "Beta" mentioned. So, not all you saw might be in a final release and also we can't commit to any timeframes or even if it gets released in this form ... but, we do working on something in that area Link to comment Share on other sites More sharing options...
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