LifeOfJonny

This feature would be great, so HR can have their actions (update,email,telephone,etc) as team visible via default which helps stop data leaking to the customer who isn't allowed to see certain updates due to how sensitive it is. Then other users of the system can have it customer visible by default, where they are meant to see 90% of the timeline. Currently we have the larger user base of the system but having to keep changing the visibility to minimize the HR risk. Which I have a feeling over time people won't bother the change it and we'll end up with customers not seeing anything much in the timeline, which isn't a good customer experience for non HR requests. Each department using the system in our company is split out in Service Domains Would love a setting like this ♥ Great suggestion AlexOnTheHill

Logged in fine this morning, no clearing of Cache required.

Fill in the questions from this reply, so they can get a good understanding. ;-)

When the issue occurs, is the only way to make it work for you is by you clearing the cookies? Clearing the Cookies or clearing all site data fixes the issue.When the problem occurs, you press the login button, and it redirects you back to the login page. If you press the login button again, does it just keep on re-directing back to the login page? I can keep pressing login and it always redirects me back to the login page, even if I browse back to the root of my instance and tryHow many of your users are affected by this? is it all of your users? Not all, but some have reported it and getting used to clearing the cookies and site cache.Are you using the Service Portal? And are you seeing any issues there? No we only use the live.hornbill.comWhen you clear the cookies, and login successfully, do you see the problem again the next day? YesIf the answer to the above is yes, when you have logged in successfully, if you logout do you see the problem again? or does it work? Yes, pressing logout and I can't login again. Same as above, but when you log in successfully after clearing the cookies, if you close the browser and then open it again, do you see the same issue? or are you able to log in? close browser, when it opens back up I'm still logged in.How re-creatable is this issue, and if you can create this at will, are you willing to jump on a Zoom call and share you screen with one of our devs so we can investigate further with you? Normally most of the time, but not always, but it happens every morning like clockwork though. I do use continue where I left off in Chrome and Hornbill is usually a tab I always have open.

Had a report from a Opera User, which is also now chrome based, encase it turns out to chromium based browsers effected.

Hi still happening this morning. See screenshot of cookies below. Clearing all cookies, refreshing and then allows me to login.

I've had this every morning since the instance restart and had to clear the site cache. Others in my organisation are having to do this as well. Using Chrome 87.0.4280.88 (Official Build) (64-bit), encases that's relevant.

Shouldn't the status page, show the service as down or something to that effect, while the service was down for those 7-10 minutes?

https://status.hornbill.com didn't show anything, does this need looking at and would it be possible to make it show last 24/48 hours (per hour graph), per month doesn't really tell you when, was it at night if you were looking for recent downtime.

+1 Was getting cloud flare can't reach origin, but its starting to work now.

Any update on this? This is still happening and it breaks hyperlinks in emails taking you to the right place, if your not already logged in.

Any update on this, cause it breaks links to requests in emails for the customers, when it happens, just takes them to the homepage instead of the request.

Hi Daniel, We'd love this, because we want to add our Microsoft bot to the customer portal, which allows you to integrate it via iFrames in to your own webpages. Jonny

Did this get added?

Hey, When you do a request search and only apply a filter for a customer and then press search no results appear, if you put a letter in the search text, then the results will appear. So it looks to be search text is required? Would it be possible to make it so if you have customer filter applied and you press search it'll find all their requests without search text, as its quicker than searching for the co-worker, loading profile, clicking service manager, changing the filter options, to find a request that way. Jonny

Hi Trevor, I've had this isssue today, both with admin. and live.

@TrevorHarris Just went to login this morning and kept the Network tab of developer mode open. You can see I was redirected to Azure twice for authentication, so its not like the first time I click it the page just reloads.

In Azure the Enterprise App has content granted for all users, so users who are already logged in will have SSO happen at MS end and then automatically be sent back to Hornbill, without users needing to grant Hornbill for the SSO. When I get the issue next, I'll get a screenshot of the network tab in chrome developer tools.

Which log file should I be looking at?

Just spoke to someone on our service desk, he told me that he had a user where they have to click it 3 times to login. Lets hope you guys can get to the bottom of this one.

Hi, When you click "Login in with single sign on", the redirection to our SSO provider (Azure AD) happens then returns you back to the login page, on the second attempt to login with SSO, it works fine. Azure Redirect URIs; https://admin.hornbill.com/wcc/lib/saml/auth/simplesaml/module.php/samlEspProxy/sp/saml2-acs.php/saml https://customer.hornbill.com/wcc/lib/saml/auth/simplesaml/module.php/samlEspProxy/sp/saml2-acs.php/saml https://service.hornbill.com/wcc/lib/saml/auth/simplesaml/module.php/samlEspProxy/sp/saml2-acs.php/saml https://mcatalog.hornbill.com/wcc/lib/saml/auth/simplesaml/module.php/samlEspProxy/sp/saml2-acs.php/saml https://live.hornbill.com/wcc/lib/saml/auth/simplesaml/module.php/samlEspProxy/sp/saml2-acs.php/saml Have we misconfigured something?

Hi, I have a custom AutoTask that our analysts can run, all the steps work but setting the custom field T to a value doesn't. I've looked a the role they are in, and they do have full table rights to h_itsm_requests, what right/permission am I missing? Note: it works for Super Admins, so I assume I'm missing a right somewhere? Jonny

@Victor Ah I thought something like that could be the case. Look forward to the fix. Jonny

Hi Victor, We have "Portal Chat Session User" added to all our basic users, so they may have a live chat with our HR team. Far as I'm ware basic users need to be able to use this feature of Hornbill. I've now looked at an account which has been in the system for ages now, and has this problem. Good to hear the role is assigned though, but just not showing it right. If you take the blank role "Portal chat role" off a user, you can't add it back via the UI.