Ralf Peters
Hornbill Users-
Posts
221 -
Joined
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Last visited
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Days Won
2
Content Type
Profiles
Forums
Enhancement Requests
Everything posted by Ralf Peters
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@Chaz @Martyn Houghton Hi, just disregard this , just found the "Never Skip" option on the form, helps to read the Wiki !!
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Hi @Martyn Houghton , i know this is a VERY old posting , but do you still have the issue with non mandatory fields skipping in the PC if raised from the Service Request Screen by an Analyst , for us it only works for a customer through the customer portal ??!! Thanks Ralf
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Hi @Chaz has this ever been fixed , it still seesm to happen , capture seems to work if enterred by customer through service portal , but if raised by Analyst in the Live portal it still seems to skip through all the question in the PC . Cheers; Ralf
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Missing Contact Numbers under Customer Details
Ralf Peters replied to Daniel Nespoli's topic in Service Manager
Thanks @Pamela it was just a simple drag and drop in the end -
@chrisnutt if it helps , after some advice from Hornbill Support we sorted this by moving the Work Phone details from the Contact details to the Job details section , and it is just a simple drag and drop of the field in the design view of the profile form .
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Missing Contact Numbers under Customer Details
Ralf Peters replied to Daniel Nespoli's topic in Service Manager
This has been sorted by moving the Work Phone details from the Contact details to the Job details section , drag and drop in the design view . -
Default values suddenly not being added to the form from Portal
Ralf Peters replied to a topic in Service Manager
@Victor our Progressive captures have got Date fields and some have custom fields ( some to enter phone numbers , with regex validation ^([0-9]{11})$ ) date field was not accepting any date as valid selected from the calendar , custom field was not accepting any input as valid , <previous> button unresponsive , only option working was to <cancel>, tried raising request again same issue , log off , log on , try again and input was accepted , browser chrome . Happened at least 3 time yesterday on different Progressive captures . -
Default values suddenly not being added to the form from Portal
Ralf Peters replied to a topic in Service Manager
Hi @Victor would the issue you are aware of also have an impact on other area of the ProgCapts , we had issues yesterday where randomly custom number fields and date fields would not accept any value and lock up the session , the only way to get around it was to log out of hornbill and re-connect then try again .... Thanks Ralf -
Adding Multiple Customers to a call
Ralf Peters replied to Shamaila.Yousaf's topic in Service Manager
Hi @Steven Boardman , a little late reply . If the connections are empty will the request fail or just skip it ? Thanks Ralf -
Hi @Victor , strange , just check a number of our BPMs all have the action focus set to Auto in Automated Task - Entity-Requests-Suspend-wait for request resolution , all were focusing on the resolution window until yesterday afternoon. if i hover over the info icon of "Action Focus" is says that the default if unspecified is the resolve action ......
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Hi @Victor , we are noticing a change in our BPMs since yesterday's issues , in particular , the automated task "waiting for request resolution" , the action focus does not go to the resolution window anymore if left on auto ? Just wanted to check if that is a new "feature" before i go and change them to manual and resolve . Thanks Ralf
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My understanding of start /due dates are that they refer to in relevance to the scheduled date , it's days hours minutes after the scheduled date , i put my start date to 0 and my due to 1 hour , so when the task is created the assigned user knows by when he has to complete it ..... i might be wrong ...
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Email unread counter does not update for Notifications and Email
Ralf Peters replied to Ralf Peters's topic in Collaboration
Hi @James Ainsworth , looks like the "feature" is back today . -
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Email unread counter does not update for Notifications and Email
Ralf Peters replied to Ralf Peters's topic in Collaboration
@James Ainsworth the problem is/was we raise a ticket from an email , ticket gets logged, the email gets deleted ( moved to deleted folder , can't remember if that was a system setting that does that ) , but the inbox counter counter still shows it has messages when there are none . happened off and on for the last 2 days , but not so far this morning . -
@Pamela all fine , issues have not come back, also updated to the latest version last night !
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@Pamela just in case you are still investigating ; haven't seen the issue today . Thanks Ralf
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Hi, we seem to get a few of "Unable to query results --Invalid session" when the request list tries to reload , we also getting random error when loggin tickets " cannot find user " , then when you cancel and log the ticket again it will go through fine , we also had a few flow control errors and when restarting the process the came good again too . @Pamela these are the issues on of our guys emailed in on Friday . Thanks Ralf
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@Pamela yes update went fine this time , multipe request selection is working now as well . Thanks Ralf
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@James Ainsworth just noticed that the Update option is now available again ?