Victor
-
Posts
5,696 -
Joined
-
Last visited
-
Days Won
169
Content Type
Profiles
Forums
Enhancement Requests
Posts posted by Victor
-
-
@Tina.Lapere I use a Gmail test address for my test instance and I did notice any issue with it. Setting this in Hornbill is also (should be) easy following Google guidelines.
-
@Tina.Lapere sorry for delayed reply, notifications have been reworked and they should function much better in upcoming Service Manager 2.32. ETA for deployment is early next week.
-
@Tina.Lapere yes, it is definitely still investigated. It has been reported in other instances as well. We still need to understand the circumstances when this issue occurs, unfortunately we could only identify a partial pattern that still does not replicate it 100%. We need to find this first otherwise our developers do not know exactly how to tackle this behavior...
-
@samwoo as you are probably aware, the access issue has now been resolved.
-
@Dan Munns this should have now been fixed, but let me know if you still experience any access issues...
-
@Ralf Peters apologies, forgot to mention that not all named contacts are subscribed by default. I was looking into this after I fixed your account, I will update you once I got all other contacts sorted.
-
Affected instances should have now been fixed. Once again, apologies for inconveniences caused.
-
Hornbill instance might be currently unavailable for some instances. This is being investigated and fixed with highest priority and urgency. We will update one we have more information on this.
-
We are aware of the issue and being looked into with highest priority. Will update once we have more info. Apologies for inconveniences.
-
We are looking into this issue now
-
@Ralf Peters I think your organisation was not subscribed to the services. Can you please try the portal again and see if the issue with no services still persists?
-
@Dan Munns looking into this (following your latest update)...
-
@Ralf Peters you (your organisation) should be subscribed to our services... I'll check this and get back to you
-
@Dan Munns I would advise raising this in a separate thread. Being a change/feature request, our product managers would have to advise on this...
-
@Ralf Peters can you post a screenshot please?
@Dan Munns can you please try to reset your password using the "Forgot Password" functionality?
-
@Dan Munns I have just created your account and was about to update then I saw @Ralf Peters's reply and was looking to see if there are any issues with the portal, especially the "Forgot Password" functionality...
-
@Ralf Peters the community portal details won't work (I assume you refer to the Supportworks world). Can you please use the "Forgot Password" functionality using your email address, set up your password and try again?
-
@Dan Munns fixed in 2.32
-
@Dan Munns it could be that your contact is not associated to the portal. I will check this and come back to you.
-
@Tina.Lapere I am not aware of this. Can you please submit a request on https://www.hornbill.com/request about this and I will investigate
-
@Tina.Lapere we have a published defect for this (https://success.hornbill.com/hornbill/servicemanager/service/2/known-issues/). I have enabled "I'm Affected" option for you so we are aware you are impacted by this.
EDIT:
This is only a display issue. If you have reports for SLA these will not be affected as long as you use h_dateresolved and h_dateclosed vs. h_respondby and h_fixby.
h_dateresolved and h_dateclosed will store the actual date/time when the request was resolved/closed.
h_respondby and h_fixby will store the SLA target date/time which is what is now visible on request details.
-
@Dan Munns there were 2 releases for platform and admin tool yesterday evening. I think this is why is working now... and it should work with existing services as well...
-
13 hours ago, Dan Munns said:
I bet you are all sick of me raising issues this last couple of weeks!
I would be worried if you didn't!
I know we don't have a perfect app yet so all the issues you raise help us achieve goal. So, keep them coming 10 minutes ago, Dan Munns said:Ok I resolved this last night by creating a completely new service and setting it to use that.
Now works ok.
Thanks
Is this for incidents? I have tried this yesterday on incidents and had the same issue...
-
Hmm, strange... it works for Service Requests (i.e. using logOrUpdateServiceRequest flowcode in routing rules). I will log another incident for this.
I know we don't have a perfect app yet so all the issues you raise help us achieve goal. So, keep them coming 
Our instance isn't wirking
in Service Manager
Posted
@Adrian Hodgson once again apologies for the glitches you experienced with Hornbill instance yesterday. As @Keith Stevenson said, your instance experienced a high resource usage which lead to Hornbill services crashing or being restarted on two occasions. We tried to minimise the disruption and we understand that your have a busy period. Our platform developers are now analysing the data and from what we can see the issue seems to be caused by a large number of email attachments processed by Hornbill. Once we have the confirmation for the root cause our developers will work on some measures to prevent the disruptions to happen in the future. We will update you more once we have more information on this.