David Hall

Hornbill Developer
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David Hall last won the day on August 24 2016

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About David Hall

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    Canterbury, Kent

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  1. Hi @Keith I've just been investigating the last issue you mentioned around the sub-status change text overwriting the email content in the notifications. I've added a fix for this problem so that in future the received email content should be maintained in the notification emails. This fix should be going into a build planned for today, so all being well with testing it should be out to you within the next 2 weeks. Regards, Dave.
  2. Hi @Martyn Houghton As @James Ainsworth mentioned yesterday, we've just completed a small change to provide a new application right under the service level management rights which will also control the ability to update request service levels in addition to the existing role checking, hopefully you can then add this right to your roles as needed. We have managed to get it into the next build planned for today, so as James said if all is well with testing and release it should be with you within the next couple of weeks. Regards, Dave.
  3. Hi @Dan Munns I think I probably tested with the task assigned to a user as well. I've just reviewed the implementation and found that the functionality was initially intended to cover a situation where a task was assigned to a specific user and that user was available to complete the task, in such cases this would allow another member of the team to complete it. The original requirement did not include any concept of allowing users from other teams to be able to close tasks of other teams. I'll mention the product team to get their feedback around raising this as a future change to this functionality. Regards, Dave
  4. Hi @Dan Munns I've just tried this out and it all seems to be working fine, in my case I had just forgotten to turn the setting on. Details of how to get it all working can be found here https://wiki.hornbill.com/index.php/Service_Manager_Experimental_Features#Current_Features If that doesn't work then let us know. Regards, Dave.
  5. @Martyn Houghton I just managed to get this in for the current build, the build is underway so subject to our testing process I would expect it to be out to you in the next 1-2 weeks. Regards, Dave.
  6. Hi @Martyn Houghton No errors in the logs, but I've just been trying again to replicate and I've identified the issue locally, it was an issue with the logic when you are updating from "New" to "Open" status. I've implemented a fix and that should be available in the next service manager update. Regards, Dave.
  7. Thanks @Martyn Houghton I'll have a look to see if there are any errors in the log.
  8. Hi @Martyn Houghton I've tried this out locally and it seems to be updating as expected for me. Do you know if there were any errors in the serverservice log file at the point at which it tried to update the sub-status? Alternatively if you can let me know an example time of when you tried this I can have a look in the log file for you. Regards, Dave.
  9. @Martyn Houghton Thanks for the feedback. I've got a fix for the draft items appearing in the selection lists which I will get into the next build. I can see your point about the duplication in the naming, will need to take a further look and see if we can implement some kind of prefixing as you suggest going forward. Regards, Dave.
  10. Hi @cchalmers, I've spent some more time looking through the log files but I've not been able to find any errors or activity relating to that request coming off-hold, so I cannot track down the specific issue. We have however fixed an issue in the latest build of service manager (980) where requests were not coming off-hold at the appropriate time, so it may be worth updating to the latest update and seeing if this has resolved the issue. If you continue to see this issue with the latest update then let me know and we can investigate further. Regards, Dave.
  11. Hi @Rohit Govind Apologies for this, we have identified an issue and a fix has now been applied to correct this, future timers should now be coming off-hold correctly. Kind Regards, Dave.
  12. Thanks @cchalmers, I'll have a further look into the log files with these dates and times. Regards, Dave.
  13. Hi @nasimg This issue has been fixed in the most recent update of Service Manager (979), so this should be resolved when you next update. Kind Regards, Dave.
  14. @Martyn Houghton Thanks for that, I can see the scenario you are trying to cater for. I have asked the Product Team to comment as soon as they are able. Cheers, Dave.
  15. Hi @Martyn Houghton When the ability to change service levels was implemented, it was done so with the intention that it would be used primarily as a means to correct incorrectly assigned service levels and therefore would be a task for a full access role user (such as a team leader) rather than a standard request user. As a result there are no app rights currently controlling this check, it is purely checking if you have a full access or service desk admin role. I can ask our Product Team to comment to see if we have any plans to make any changes in this area. Cheers, Dave.