[Users cannot submit response to feedback questions]

Hi Riz - sorry for the tardiness in replying! Yes, the questions are working now, thanks.

[Issue with raising incidents]

Have also upgraded to 2.38.

[ADFS not starting on Mondays.]

Hi. I have raised the issue below with the company that installed and configured ADFS for us prior to going live with Hornbill. It seems there are issues with the service not starting as it should on Monday mornings, thus preventing users from logging calls and analysts accessing service desk. Can be rectified by a manual restart of the service, but I have been asked by the IT manager to log the issue with both Hornbill and the other third party. Long shot, but perhaps someone can advise?

This link wasn’t working when trying to log into Hornbill:

 

https://adfs.corby.gov.uk/adfs/ls/?SAMLRequest=

 

When I logged onto the server running ADFS, I noticed that although the service was set to Automatic and should restart for two failures, it was currently stopped.

Once I started it, everything started working again.

 

I did notice that there’s a very high volume of errors being logged in the event logs on both the ADFS server in the DMZ and our

 

Here’s what’s being logged on the DMZ server:

 

Log Name:      Microsoft-Windows-WebApplicationProxy/Admin

Source:        Microsoft-Windows-WebApplicationProxy

Date:          05/10/2016 13:36:16

Event ID:      12025

Task Category: None

Level:         Error

Keywords:     

User:          NETWORK SERVICE

Computer:      DMZWEB12

Description:

Web Application Proxy encountered an error while retrieving the configuration from configuration storage.

 

Details: Unauthorized (401).

(0x80190191).

Web Application Proxy will continue to use the existing configuration.

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Microsoft-Windows-WebApplicationProxy" Guid="{EA19457D-AFB4-4B25-B526-DA576CCE3FE4}" />

    <EventID>12025</EventID>

    <Version>0</Version>

    <Level>2</Level>

    <Task>0</Task>

    <Opcode>0</Opcode>

    <Keywords>0x8000000000000000</Keywords>

    <TimeCreated SystemTime="2016-10-05T12:36:16.984269000Z" />

    <EventRecordID>277390</EventRecordID>

    <Correlation />

    <Execution ProcessID="776" ThreadID="4176" />

    <Channel>Microsoft-Windows-WebApplicationProxy/Admin</Channel>

    <Computer>DMZWEB12</Computer>

    <Security UserID="S-1-5-20" />

  </System>

  <EventData>

    <Data Name="Details">Unauthorized (401).

(0x80190191)</Data>

  </EventData>

</Event>

 

And there’s also this:

 

Log Name:      AD FS/Admin

Source:        AD FS

Date:          05/10/2016 13:35:47

Event ID:      422

Task Category: None

Level:         Error

Keywords:      AD FS

User:          NETWORK SERVICE

Computer:      DMZWEB12

Description:

Unable to retrieve proxy configuration data from the Federation Service.

 

Additional Data

 

Trust Certificate Thumbprint:

CF785071A1682DAF41C6FD80EE24BBE75544FB9D

 

Status Code:

Unauthorized

 

Exception details:

System.Net.WebException: The remote server returned an error: (401) Unauthorized.

   at System.Net.HttpWebRequest.GetResponse()

   at Microsoft.IdentityServer.Management.Proxy.StsConfigurationProvider.GetStsProxyConfiguration()

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="AD FS" Guid="{2FFB687A-1571-4ACE-8550-47AB5CCAE2BC}" />

    <EventID>422</EventID>

    <Version>0</Version>

    <Level>2</Level>

    <Task>0</Task>

    <Opcode>0</Opcode>

    <Keywords>0x8000000000000001</Keywords>

    <TimeCreated SystemTime="2016-10-05T12:35:47.609217300Z" />

    <EventRecordID>143362</EventRecordID>

    <Correlation />

    <Execution ProcessID="2716" ThreadID="4836" />

    <Channel>AD FS/Admin</Channel>

    <Computer>DMZWEB12</Computer>

    <Security UserID="S-1-5-20" />

  </System>

  <UserData>

    <Event xmlns="http://schemas.microsoft.com/ActiveDirectoryFederationServices/2.0/Events">

      <EventData>

        <Data>CF785071A1682DAF41C6FD80EE24BBE75544FB9D</Data>

        <Data>Unauthorized</Data>

        <Data>System.Net.WebException: The remote server returned an error: (401) Unauthorized.

   at System.Net.HttpWebRequest.GetResponse()

   at Microsoft.IdentityServer.Management.Proxy.StsConfigurationProvider.GetStsProxyConfiguration()</Data>

      </EventData>

    </Event>

  </UserData>

</Event>

 

Whilst on the ADFS server on our LAN, we have these being logged:

 

Log Name:      AD FS/Admin

Source:        AD FS

Date:          05/10/2016 13:18:10

Event ID:      276

Task Category: None

Level:         Error

Keywords:      AD FS

User:          CBC_NT\adfs_svc

Computer:      DLOCA12.corby.gov.uk

Description:

The federation server proxy was not able to authenticate to the Federation Service.

 

User Action

Ensure that the proxy is trusted by the Federation Service. To do this, log on to the proxy computer with the host name that is identified in the certificate subject name and re-establish trust between the proxy and the Federation Service using the Install-WebApplicationProxy cmdlet.

 

Additional Data

 

Certificate details:

 

Subject Name:

CN=ADFS ProxyTrust - DMZWEB12

 

Thumbprint:

CF785071A1682DAF41C6FD80EE24BBE75544FB9D

 

NotBefore Time:

2016-06-28 13:18:55

 

NotAfter Time:

2016-07-18 13:18:55

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="AD FS" Guid="{2FFB687A-1571-4ACE-8550-47AB5CCAE2BC}" />

    <EventID>276</EventID>

    <Version>0</Version>

    <Level>2</Level>

    <Task>0</Task>

    <Opcode>0</Opcode>

    <Keywords>0x8000000000000001</Keywords>

    <TimeCreated SystemTime="2016-10-05T12:18:10.166387900Z" />

    <EventRecordID>342265</EventRecordID>

    <Correlation ActivityID="{00000000-0000-0000-7E03-0080000000ED}" />

    <Execution ProcessID="3720" ThreadID="5780" />

    <Channel>AD FS/Admin</Channel>

    <Computer>DLOCA12.corby.gov.uk</Computer>

    <Security UserID="S-1-5-21-1046106778-1520577329-1850952788-14914" />

  </System>

  <UserData>

    <Event xmlns="http://schemas.microsoft.com/ActiveDirectoryFederationServices/2.0/Events">

      <EventData>

        <Data>CN=ADFS ProxyTrust - DMZWEB12</Data>

        <Data>CF785071A1682DAF41C6FD80EE24BBE75544FB9D</Data>

        <Data>2016-06-28 13:18:55</Data>

        <Data>2016-07-18 13:18:55</Data>

      </EventData>

    </Event>

  </UserData>

</Event>

 

Both application logs are recording these events every few seconds/minutes.

 

Anything to be concerned about and any ideas please?

 

Hop you can advise! ADFS is crucial to the operation of our Service Desk, and users are becoming frustrated when they can’t log calls on Monday mornings before ICT staff arrive to start the service manually. I will be copying all of the above to the Hornbill service forum to see if anyone there can advise too.

Thanks.

 

 

P please consider the environment - do you really need to print this email?

 

 

 

 

 

 

[Issue with raising incidents]

Thanks for the reply, here's hoping that the issue is resolved quickly! Strange thing is that the problem is not occurring in every instance, some colleagues are still submitting calls as normal.

[Issue with raising incidents]

Hi. Have had issues from a few of our users when they raise incidents. They are reporting an error when they complete and submit the form, however the call is appearing on Service Desk. Problem here is that the calls are not being auto assigned to Service Desk, no emails are being sent out to the user and Service Desk admins and we are unable to assign the calls or prioritise them as per our business process.

Upgraded to 2.37 yesterday.

[Conf.json enquiry]

Thanks to all, this has been so helpful. Definitely on the right track now.

[Conf.json enquiry]

Hi Martyn - thanks very much for the advice, but my manager here has a very strict 'no freeware' policy! Not always convenient but I understand his reasons.

[Conf.json enquiry]

Hi. I was hoping someone may be able to advise. We have been using Hornbill Service Desk for two months now, we are extremely happy with the service and would like to tie up some loose ends. When I run the conf.json executable to import new users from our Active Directory, we are only getting the basic information about the user - just their name. I need to reconfigure the conf.json to see if we can pull through more info, like job titles, email addresses and telephone numbers. I have attached snips of our current conf.json configuration and our standard AD user general info. Thanks!

conf.json.latest

[Error when taking calls off pause]

Thanks Victor!

[Error when taking calls off pause]

Got it, thanks!

[Error when taking calls off pause]

Thanks Victor.

[Error when taking calls off pause]

Thanks Victor. I should have added that this function was working ok until this morning.

[Error when taking calls off pause]

I have attached a snip of an error that has suddenly started appearing when any of our analysts attempt to take a call off pause. Can someone advise?

Thanks.

[Amend Details On Customer Portal]

Hi Steve - I can type into the field ok, but the 'save changes' remains greyed out. I took your advice and logged into the admin portal with no other sessions on the go but to no avail.

Thanks.

[Request Details box not expanding in IE for our analysts]

Same here at CBC - thanks!

[Amend Details On Customer Portal]

Should have added that it's the Service Portal via Chrome browser.

[Amend Details On Customer Portal]

Hi Steve,

              Please see snip attached. I need to amend the email field under contact information as the address has changed. Although I'm logging in as admin I'm wondering if it's a permissions issue?

Regards.

[Amend Details On Customer Portal]

I need to amend our contact details on the Customer Portal. I have logged in as admin (I've had to use that license for myself!) but the 'save changes' tab is greyed out, preventing me from making the change required.

[Display SLA Priorities on User Portal]

Hi Steve - that's fine as it is. Our auditors approve!

Thanks very much for all of your assistance.

[Users cannot submit response to feedback questions]

Has 2.36.7 been released yet? Just tried the questions option on Customer Portal and still not able to submit. Thanks.

[Target resolution dates not changing if I change call priority]

This morning I had to escalate the priority on two calls in Service Desk from a P4 to P2, the new priority has been displayed against the call but the resolution date/time didn't change. Any suggestions?

[Display SLA Priorities on User Portal]

Thanks Steve, that's great - have done as you've suggested and it looks ok to me. Another query, is there any way of expanding the display in the Service Portal so that these items regarding the SLA's and the guide are shown without needing to click on the plus sign to show 'more'?

[Display SLA Priorities on User Portal]

Sorry Steve - looks like the wrong snip! This is the one I should have sent.

[Display SLA Priorities on User Portal]

Hi Steve - plese see snip attached of the display on the portal.

[Display SLA Priorities on User Portal]

Thanks to Steve and Dan for their advice. Have managed to add the link to our Service Portal, however I'm now having an issue with getting it to display in a colour that stands out against the background. I've inspected it from within the service and tried changing the colour to no avail.