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LifeOfJonny

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Posts posted by LifeOfJonny

    Default Email Visibility Per Service/ServiceDomain

    in Service Manager

    Posted

    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

    SSO not working

    in Service Manager

    Posted

    1 minute ago, PeterL said:

    Any update on this issue as we are also having the same issue with SSO where it will just loop the log in screen and not let the user log in unless they clear cookies & cache or restart the machine. 

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

     

    SSO not working

    in Service Manager

    Posted

    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 try
    How 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.com
    When you clear the cookies, and login successfully, do you see the problem again the next day?
    Yes
    If 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.

    SSO not working

    in Service Manager

    Posted

    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.

    Erorr 522 when accessing Hornbill instance [RESOLVED]

    in Service Manager

    Posted

    3 hours ago, Victor said:

    @all

    Re: Status page. The issue here lasted approx 7-10 min. Our main focus is to ensure all relevant parties are aware and working on restoring service availability. Then we update the status page, forums, etc. On this occasion fixing the issue was very quick which means we didn't get to make an incident on Status page. We will however looking to add a post mortem event there.

     

    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?

    New widget - iFrame

    in Employee Portal

    Posted

    1 minute ago, Daniel Dekel said:

    Hi @LifeOfJonny,

    It was not added because the customer that requested this never came back with the answer about why is needed (see previous comment).

    What do you want to use it with? Becase an IFrame won't work with any website, in fact most websites are not allowing embedding in iframes.

    Regards,

    Daniel.

    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

    Requests Search, looking for all requests of customer

    in Service Manager

    Posted

    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.

     

    image.png.ccf8869977024605950608c3107b68e0.png

     

    Jonny

     

    Have to sign in with SSO Twice, to actually login. Azure AD

    in System Administration

    "Portal Chat Session User" role has disappeared and others too?

    in Live Chat

    Posted

    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.

    image.png.d98428b8867a8224c74f0d52f870ff8d.png

     

     

    If you take the blank role "Portal chat role" off a user, you can't add it back via the UI.

     

    image.png

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