Alex8000

Someone must've pushed the big red button! Good that everything is back up with only ~2 min downtime.

Hi @Gerry, @DanielRi, @Ehsan, @Victor, Real Alex speaking here, many thanks for supporting my colleagues during my and @m.vandun's absence. Due to the timing of our holidays the department was unfortunately left without both the primary and secondary contact, and thus without detailed knowledge of the Hornbill support process. When an incident occurred and we were unreachable my colleagues had to improvise which led to the slight misunderstanding of the use of the support phone number. We will look into either documenting this better or appointing a tertiary internal contact for exactly these situations, rare as they may be. (also, it seems like I really need to change my password ) I am happy to say that I have just updated to build 1042 and rolled back the workaround. Everything is functioning as it should. Best regards, Alex

@Gerry Thanks for clarifying! Our usual employee that manages Hornbill related issues is on vacation, so we were not aware of this. i'm glad we came to a solution!

@DanielRi Your suggestions seem to have fixed the issues, Thank you for your assistance!

@DanielRi First of all thanks for helping us out. I have checked the ID of the existing mailbox and changed it accordingly. This seems to have fixed the mail attempt errors. However we still cannot create new/ or update tickets. According to you there should be something wrong within the BPM operation. The strange thing is that the error is present on all flows/BPM's. Indicating to me that the problem is not within the BPM flow. Do you have any suggestions?

Hello Victor, The setting is as you requested is filled in with Panas Service. I also added a screenshot of the error we currently have on all accounts. Do you have any more idea's how to solve this problem. Our entire service department cannot register anything at the moment.

Hello Hornbill, I would like to inform you of our current problems with Hornbill. we get this error message trying to create or update tickets: An attempt was made to send an email notification however no mailbox has been defined from which to send the email from. A mailbox can be selected from the service manager application settings. We have tried calling your service number to ask for assitance but keep getting disconnected after several minutes. Can you please contact us urgently on +317352xxxxx? or provide assistance through this ticket?

Hi @TrevorKillick, all reading this, Just a quick message to let you know that I have not forgotten about this and will check it soon. Testing this can cause some downtime on the reverse proxy service and thus needs to be planned in the evening (in between my busy busy pizza and Eurovision watching evenings I might add ;-) ) Will post back once I know more!

Hi @TrevorKillick Haha, that would definitely help and that is how we have configured it. For the sake of not having this post show up whenever customers Google our company name I have started slightly anonymising posts. (I noticed some of these posts coming up in my search results). Please find attached a screenshot of the actual configuration. (I should probably have told you that the previous one was not a 1:1 copy of the running config :))

Hi @TrevorKillick Thanks for the suggestion. We do indeed have that in our configuration. Over the span of a month I must have tried 20 variations of ProxyPass configurations with and without instancenames. Our current configuration: SSLStrictSNIVHostCheck off <VirtualHost *:443> ServerAdmin service@domain.nl DocumentRoot /var/www/ Redirect permanent / https://support.domain.nl/InstanceName/ ErrorLog ${APACHE_LOG_DIR}/error.log CustomLog ${APACHE_LOG_DIR}/access.log combined SSLEngine On SSLProxyEngine on SSLProxyVerify none SSLProxyCheckPeerCN off SSLProxyCheckPeerName off SSLProxyCheckPeerExpire off # Set the path to SSL certificate # Usage: SSLCertificateFile /path/to/cert.pem SSLCertificateFile /etc/apache2/ssl/domain_wildcard.crt SSLCertificateKeyFile /etc/apache2/ssl/domain_wildcard.key ProxyRequests Off ProxyPreserveHost Off ProxyPass "/InstanceName/" "https://customer.hornbill.com/InstanceName/" ProxyPassReverse "/InstanceName/" "https://customer.hornbill.com/InstanceName/" ServerName support.domain.nl </VirtualHost> <VirtualHost *:443> ServerAdmin service@domain.nl DocumentRoot /var/www/ ErrorLog ${APACHE_LOG_DIR}/error.log CustomLog ${APACHE_LOG_DIR}/access.log combined SSLEngine On SSLProxyEngine on SSLProxyVerify none SSLProxyCheckPeerCN off SSLProxyCheckPeerName off SSLProxyCheckPeerExpire off # Set the path to SSL certificate # Usage: SSLCertificateFile /path/to/cert.pem SSLCertificateFile /etc/apache2/ssl/domain_wildcard.crt SSLCertificateKeyFile /etc/apache2/ssl/domain_wildcard.key ProxyRequests Off ProxyPreserveHost Off ProxyPass "/InstanceName/ws" "wss://eurapi.hornbill.com/InstanceName/ws" ProxyPass "/InstanceName/" "https://eurapi.hornbill.com/InstanceName/" ProxyPassReverse "/InstanceName/" "https://eurapi.hornbill.com/InstanceName/" ServerName api.domain.nl </VirtualHost> Just to be clear, our current config does not remove the instance name. Curious to know what I have been doing wrong all this time ;-) Thanks, Alex

Hi Lee, You can have contacts be imported by sending your switch-on contact a filled in version of the .xlsx file he sends you. I also found this wiki article on SQL import, but I haven't tried this. https://wiki.hornbill.com/index.php/SQL_Contact_Import Hope this helps, Alex

Hi all, We ended up reverse proxying the api domain as well for exactly the reasons @Martyn Houghton outlined. Without this one we would get the interface itself but not have it filled with data/services. Is has been running for multiple months now and everything works great. The one thing we have not been able to get to work is reverse proxying the instance name too. (service.hornbill.com/instancename -> support.panas.nl instead of service.hornbill.com/instancename -> support.panas.nl/instancename) Getting this to work as well would be perfect!

Hi @James Ainsworth, Thank you and the team so much for making this possible! Two things that jumped out at me: The logout page is still showing the Hornbill logo (https://i.imgur.com/oo8xQeK.png ) The logo that is shown on the login page is smaller than anticipated, especially when looking at the size of this logo in the portal itself. When opening both logos in a new tab they appear to be the same logo, but the one on the login page seems to be compressed/limited in size. https://i.imgur.com/UqZ6cF7.png vs https://i.imgur.com/QCeP0Et.png ) Curious to know if others are seeing this behaviour as well. Have a nice evening, Alex

Hi @Martyn Houghton, Thanks for staying on top of this! We have our reverse proxy running for a few months now and everything but the login page is branded. We too are eagerly awaiting news regarding this feature. Alex

Hi @Ehsan, Me and @m.vandun would like to say that this is a feature that we too have been waiting on for a long time. As an organisation only supporting external customers we look forward to being able to publish documents for them to use. This will save a lot of phone calls to our servicedesk every day. Thanks, Alex

Hi @Victor, @Keith Stevenson, Thank you for the quick response and follow-up. It seems like the issue is no longer occurring, I have asked the analysts to keep an eye out and let me know if the issue pops up again. I'm curious as to what might have caused this to happen (only to us?), will keep an eye on this thread! Thanks, Alex paging @m.vandun

Hello, We are intermittently getting the following errors when trying to load requestpages or close requests: Please advise?

We would love to see this functionality added as well! Will follow thread for updates.

Hi @Ehsan, That's great news! Our analysts cannot wait to start using this. We look forward to pressing that update button soon! Have a nice evening, Alex

Hi @Gerry, Thank you (and the team!) so much! This will really help us. As Lyonel said, this really is a game changer. Have a nice weekend, Alex

Hi Trevor, Thank you! Best regards, Alex

Hi @TrevorKillick, Thank you for pointing that out! Please consider my post as a more exhaustive 'wishlist' of the bullet point in that list. The way Hornbill is currently able to send browser notifications in Chrome would be terrific for new chat messages as not everyone has speakers connected to their PC, has them enabled, and has them enabled at such a volume for a sound cue to be audible. Best regards, Alex

Hello all, We were wondering if it would be possible to receive a notification whenever a client sends a new chat message in an accepted chat. Right now when our analysts have the chat open and use a second browser tab to do some other work (in Hornbill or otherwise) they get no notification whatsoever of the customer having sent a chat message. It would be terrific if the analyst would get a browser notification, a sound cue, and/or a little (1) in their tab title to signal that a new message has been received. This new notification count would clear whenever the tab is back in focus and thus being looked at by the analyst. The same thing goes for the customer, although this is not as important to us. I look forward to hearing your thought on this! Thanks, Alex

Hi @TrevorKillick, So I got the thing working with https://support.panas.nl/[INSTANCENAME]/ by loading the API and support subdomain and triple checking that all modules were loaded. (it tripped over wstunnel once, but that's nothing a2enmod can't fix) I can't however for the life of me get the thing to proxy to "just" https://support.panas.nl/. When trying this I get the 502 error. Apache gives this as the error: [Tue Jan 03 12:20:28.394887 2017] [ssl:warn] [pid 20114] AH01873: Init: Session Cache is not configured [hint: SSLSessionCache] [Tue Jan 03 12:20:28.396196 2017] [ssl:warn] [pid 20114] AH02292: Init: Name-based SSL virtual hosts only work for clients with TLS server name indication support (RFC 4366) [Tue Jan 03 12:20:28.402392 2017] [mpm_prefork:notice] [pid 20114] AH00163: Apache/2.4.7 (Ubuntu) PHP/5.5.9-1ubuntu4.20 OpenSSL/1.0.1f configured -- resuming normal operations [Tue Jan 03 12:20:28.402458 2017] [core:notice] [pid 20114] AH00094: Command line: '/usr/sbin/apache2' [Tue Jan 03 12:22:33.566619 2017] [ssl:warn] [pid 20178] AH02292: Init: Name-based SSL virtual hosts only work for clients with TLS server name indication support (RFC 4366) [Tue Jan 03 12:22:32.594522 2017] [mpm_prefork:notice] [pid 20114] AH00169: caught SIGTERM, shutting down Does this mean that Cloudflare does not support RFC 4366? Is there a way to have it reverse proxy to 'just' a domain without exposing endusers to our instancename at all? Pastebin for config: http://pastebin.com/89mpeG8b

Hi @Daniel Dekel, It just happened to me again. Situation: I had Hornbill open on the workspaces view. 1: Screenshot of starting situation: https://i.imgur.com/07sdosv.png 2: When clicking on the notifications icon: https://i.imgur.com/0LSlLqH.png 3: When clicking on the 'Mentions' tab of the notifications menu: https://i.imgur.com/iCt6aAN.png 4: When clicking on the 'Dismissed' tab of the notifications menu: https://i.imgur.com/xFWMN4z.png 5: Clicking on the 'Home' button in the menu bar or refreshing the page makes the notifications disappear: https://i.imgur.com/LGnQXS7.png Hope this helps, let me know if you need more! Alex