Joshua T M

We are experiancing the same issue. We actually seperate our customers by folder so this is a major concern for us as we now have to navigate hundreds of folders with the keyboard arrow keys.

Thanks Keith!

Thanks @aykut.boyraz, Typical Cloudflare problems, eh? Thanks for corroborating. We've been manually re-processing just the same. We'll sit on it and wait it out. Kind Regards, Josh M

Please see the following logs, this began happening in the last 20 minutes and seems to be progressing - Any assistance you can provide would be greatly appreciated or any understanding of pre-existing issues the mail service may be facing? Subject: IN - Upgrade from v10.4 to v11 - what are requirements Date Log Entry 2023-10-04 09:33:22 Originating domain: strumis.com 2023-10-04 09:33:22 Originating address: support@strumis.com 2023-10-04 09:33:22 Performing SPF check on domain. OrigDom=hornbill.com, OrgPre=_spf, ReqInc=true 2023-10-04 09:33:22 Delivery using DNS/direct message routing 2023-10-04 09:33:22 Target address: ---------- 2023-10-04 09:33:22 Target domain (DNS MX Lookup): ---------- 2023-10-04 09:33:22 Permanent failure delivering message to target recipient. Status set to 'failed' 2023-10-04 09:33:22 No MX records returned for domain: ---------- , mail delivery not possible Subject: Re: RE: Error Message: Date Log Entry 2023-10-04 09:18:43 Originating domain: strumis.com 2023-10-04 09:18:43 Originating address: support@strumis.com 2023-10-04 09:18:43 Performing SPF check on domain. OrigDom=hornbill.com, OrgPre=_spf, ReqInc=true 2023-10-04 09:18:43 Permanent failure delivering message to target recipient. Status set to 'failed' 2023-10-04 09:18:43 Sender Policy Framework (SPF) check failed for originator domain: strumis.com SPF CHECK FAILED: Unable to locate any SPF record for domain: strumis.com

That has also resolved it for us. Thanks!

Still occuring unfortunately.

Big +1 here.

+1 Bump on this one Alex. Thanks!

Thanks Keith, As per the other txt file, after failiure and resending it sucessfully sends so the recipient does indeed exist and your platform then detects this, the issue is intermitent. Can you please take a deeper look into the issue? This is occuring across multiple domains.

Hi All, We have started to receive Status set to 'failed' error messages relating to No MX records returned for domain: *DOMAIN*, mail delivery not possible when sending automated and manually generated emails from within Hornbill with direct send. This occurs (seemingly) at random but we have noticed that this issue has become progressively worse over the last week and we have not expeianced this prior. I have attached extracts of the logs, the first is a sucessfully sent email, the second is a failiure. Could you please let me know if this is a common occurance? I am unable to find anything related to "Status set to 'failed'" via the Forum search.

Thanks David, speedy response as always! I've now disabled the faqIndexSearch which has resolved the error. I'll test it again at each update and will report back once completely resolved.

Hi David, This occurs in both the Customer and Service portals when using the top search bar of the page to search for a particular FAQ, if this is not a global issue do you know what the faqHelper may relate to? I've attached a screenshot of it occuring when performing a search.

Hi All, Can someone please look into the FAQ search returning the following error message please rather than the search results, this started to occur immediately after the update was applied. - /apps/com.hornbill.servicemanager/entities/Faqs/fc_modules/faqs_helper.js(227): error X1001: Uncaught ReferenceError: faqHelper is not defined

Hi All, Our support staff noticed today (and potentially within the last 48hrs) that when they use the email option to send an email from within Hornbill Request to a customer or to a team that a duplicate email is generated and sent. We assumed this was user error and the staff memeber had simply clicked twice, unfortunately testing this theory proved it incorrect. This is the case in this request - IN00016347 Is anyone else aware of this occuring on their instance?

Thanks @David Hall, You and Victor are super helpful as always. We have no particular reservations regarding the visability of the referance other than it's "uselessness" to our staff and customers. We have however always had an issue with manual ordering of the FAQ's as opposed to alphabetical ordering using the title of the FAQ, evidently having the referance visible at the start of the title would cause us further issues if we were ever able to sort alphabetically.

Hi All, After Server Manager build 2663 was applied a Referance to each FAQ has been added to the FAQ section of the Portal. We'd like to keep this hidden if possible, does anyone know of an option to disable this referance from being displayed as part of the title? This relates to the seemingly new or recently exposed h_reference and h_prefix fields inside the h_itsm_faqs table.

Thanks @AndyG, Inside the Service Portal - They are seeing duplicates of the working image (listed above) shown where the broken images should be. When we edit the FAQ's from the Service Portfolio editor page we only see broken links.

Hi All, This has only just been noticed by a customer so we are not sure when this occured. The image links in at least one of our FAQ's has been broken and we are checking the remainder now. In STRUMIS Applications & Display Scaling FAQ, the ones from mdh-p01-api.hornbil.com are working. The live.hornbill.com ones are not. We have not changed this FAQ in months, although the last changed date shows as today. (This is apparently due to us simply viewing the FAQ's). The issue feels the same as when they blocked access to attachments a couple of months back. Working - In some cases, STRUMIS menu options and other text may appear truncate, as shown below. https://mdh-p01-api.hornbill.com/strumissupport/dav/secure-content/inline/guGQg7RjIIk2zbm_nm1iQGpqMp6Yyd9yy1T7jw90wSP6rIABivLojAPAmsimpw7lO-sMAO3NoHx_cgp3QE9mamGJuTzW1ZP5WNtIcs27HcJ72WoUSqSCeA4DHC206MGD4RmFZJmHKZTVFarb4xXvi_YDKA7DZSvde6lsD7ajZUzmSgsh4oE7AnjuTAtaXDVqkQ (https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmdh-p01-api.hornbill.com%2Fstrumissupport%2Fdav%2Fsecure-content%2Finline%2FguGQg7RjIIk2zbm_nm1iQGpqMp6Yyd9yy1T7jw90wSP6rIABivLojAPAmsimpw7lO-sMAO3NoHx_cgp3QE9mamGJuTzW1ZP5WNtIcs27HcJ72WoUSqSCeA4DHC206MGD4RmFZJmHKZTVFarb4xXvi_YDKA7DZSvde6lsD7ajZUzmSgsh4oE7AnjuTAtaXDVqkQ&data=04%7C01%7Cit.support%40strumis.com%7C4169801a194f49a05c3008d9841e104f%7C777b74bd4c5c4b8abffabbbebaaa56fc%7C0%7C0%7C637686086925235554%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=UUHem3PH%2FsPW3JJzMK7pkTOLVlwulqQqZXOAncA%2F22A%3D&reserved=0) _______________________________ Broken - This can be caused if the Display scaling is set to something other than 100%. Ideally, we would recommend changing this back to 100% but with 4K and other high resolution displays, the alternative sequence is listed below. https://live.hornbill.com/strumissupport/lib/espphplib/index.php/dav/webdav_get_js?path=/cafs_raw/fs_mail/15bdd60b84dc4a9dea31d791fa69404f3565df46.data?token=Otl_wU7-frrvEqvQ-ZT1iJlzDNcz2rBTTvoRB_sKGG6F0vrk1FgzqY4rx04HVDo4U2tzCEZDQx3s2j0oHNanvP4YZfbaTcKgFSV9Z3zD9rWlBNXqWyUKw_qnHXI5O2SS9ZBG3L8a&inline&file=1589450390443 (https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flive.hornbill.com%2Fstrumissupport%2Flib%2Fespphplib%2Findex.php%2Fdav%2Fwebdav_get_js%3Fpath%3D%2Fcafs_raw%2Ffs_mail%2F15bdd60b84dc4a9dea31d791fa69404f3565df46.data%3Ftoken%3DOtl_wU7-frrvEqvQ-ZT1iJlzDNcz2rBTTvoRB_sKGG6F0vrk1FgzqY4rx04HVDo4U2tzCEZDQx3s2j0oHNanvP4YZfbaTcKgFSV9Z3zD9rWlBNXqWyUKw_qnHXI5O2SS9ZBG3L8a%26inline%26file%3D1589450390443&data=04%7C01%7Cit.support%40strumis.com%7C4169801a194f49a05c3008d9841e104f%7C777b74bd4c5c4b8abffabbbebaaa56fc%7C0%7C0%7C637686086925245511%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=duLUAum%2BAPJooG2D%2BNNXIo2nnkxaTbDp2ymDZYG6nm8%3D&reserved=0) Broken - 4. Click on Change settings for all users. https://live.hornbill.com/strumissupport/lib/espphplib/index.php/dav/webdav_get_js?path=/cafs_raw/fs_mail/1ebf12d06a95b4ffa80871decf564ea1a7359310.data?token=aH7GmOSQlJrs7Yh3p7h7iHxqGb3btZZe5rcatCBB5DphB_7NnOZFgGJylSX4hHwcSunzQOyxfWZBylnnETd2egZEDxYvF5m3cffBM4cgUHMAF-5r96iSv-cXwO02xrvuI9TmiMRO&inline&file=1589450390445 (https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flive.hornbill.com%2Fstrumissupport%2Flib%2Fespphplib%2Findex.php%2Fdav%2Fwebdav_get_js%3Fpath%3D%2Fcafs_raw%2Ffs_mail%2F1ebf12d06a95b4ffa80871decf564ea1a7359310.data%3Ftoken%3DaH7GmOSQlJrs7Yh3p7h7iHxqGb3btZZe5rcatCBB5DphB_7NnOZFgGJylSX4hHwcSunzQOyxfWZBylnnETd2egZEDxYvF5m3cffBM4cgUHMAF-5r96iSv-cXwO02xrvuI9TmiMRO%26inline%26file%3D1589450390445&data=04%7C01%7Cit.support%40strumis.com%7C4169801a194f49a05c3008d9841e104f%7C777b74bd4c5c4b8abffabbbebaaa56fc%7C0%7C0%7C637686086925255463%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=eP91aBuVxfAtTBsWvciFlRfybrCvqYo%2Fmf0BRpK%2FiAo%3D&reserved=0) Broken - 5. Click on Change high DPI settings. https://live.hornbill.com/strumissupport/lib/espphplib/index.php/dav/webdav_get_js?path=/cafs_raw/fs_mail/439cf549d3cf631dfa04aa0d398a230717f20e25.data?token=Q2Ttmkpf6NPXxY4TIGgIkFy7smuRj3jHVpkrAPV5H23Z7QAOAo8HZdL-3ILm7EFSjHseEA1_qJOSbbMn5jmWimUwCLe5tDVBo6TvBTCPTUsJ16nnSRFzz8FlQid0MgnGv6It_sYx&inline&file=1589450390446 (https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flive.hornbill.com%2Fstrumissupport%2Flib%2Fespphplib%2Findex.php%2Fdav%2Fwebdav_get_js%3Fpath%3D%2Fcafs_raw%2Ffs_mail%2F439cf549d3cf631dfa04aa0d398a230717f20e25.data%3Ftoken%3DQ2Ttmkpf6NPXxY4TIGgIkFy7smuRj3jHVpkrAPV5H23Z7QAOAo8HZdL-3ILm7EFSjHseEA1_qJOSbbMn5jmWimUwCLe5tDVBo6TvBTCPTUsJ16nnSRFzz8FlQid0MgnGv6It_sYx%26inline%26file%3D1589450390446&data=04%7C01%7Cit.support%40strumis.com%7C4169801a194f49a05c3008d9841e104f%7C777b74bd4c5c4b8abffabbbebaaa56fc%7C0%7C0%7C637686086925255463%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Daw15t%2B8DrIzO4gnztbmnKnqCRTUibWBrrb4ZDA2rg8%3D&reserved=0) _______________________________ Working - 6. Tick Override high DPI scaling behaviour and set Scaling performed by: System (Enhanced). https://mdh-p01-api.hornbill.com/strumissupport/dav/secure-content/inline/7aeLnD-7MF7z9EJBZVKjhJDu-zxESDq3ghDkAQ2Qlxq3My-fbSghyQvTJWDodvhBaIueA7vlAY8TGbaOfFQbsQ9jgT7zc5vX4rZolxfWVup_13hpTtDLiH4XpY4xuFd6yFxF2TPvS3AQQx7ycOdBtZUPl8i1z3txhc0omf0tdAUR9iwcW_KprCf-FukfmjFUuw (https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmdh-p01-api.hornbill.com%2Fstrumissupport%2Fdav%2Fsecure-content%2Finline%2F7aeLnD-7MF7z9EJBZVKjhJDu-zxESDq3ghDkAQ2Qlxq3My-fbSghyQvTJWDodvhBaIueA7vlAY8TGbaOfFQbsQ9jgT7zc5vX4rZolxfWVup_13hpTtDLiH4XpY4xuFd6yFxF2TPvS3AQQx7ycOdBtZUPl8i1z3txhc0omf0tdAUR9iwcW_KprCf-FukfmjFUuw&data=04%7C01%7Cit.support%40strumis.com%7C4169801a194f49a05c3008d9841e104f%7C777b74bd4c5c4b8abffabbbebaaa56fc%7C0%7C0%7C637686086925255463%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=EUWOCXmb8a0ev%2BYjTymkPFo3zxsjih20zKEDjafp2Jk%3D&reserved=0) Can you please let me know what the cause of this may be and a solution if possible should we find more FAQ's in the same state? Josh M

Thank you for the response @Gerry, It really has been quite difficult to use and implement your API, the documentation has been lacking at best (as you can see from my previous posts to the community) and we have been forced to find "workarounds" in almost every use. I'd suggest at least communicating these changes made as part of the "under the hood" update, regardless of whether these changes may or may not affect your end users as more often then not they do. I've informed our Support Manager who will respond to you with our exact needs, obviously we and certainly he has dedicated a great deal of time developing tools for our internal use. Hopefully we can remedy this quickly with as little impact as possible.

Hi All, We use an internal tool for the viewing of attachments from incidents logged within Hornbill. Since the most recent update we are no longer able to do so, the call now returns a broken link. It should be able to preview/download explorer.jpg. The Hornbill link from the AP is: https://mdh-p01-api.hornbill.com/strumissupport/dav/cafs_raw/fs_entity/040fd5f6ad1dea60dc1d92a7b68e3fd5de783b05.data When trying to get it through the API it returns: The remote server returned an error: (405) Method Not Allowed. Using the URL directly returns “Not allowed, instead use /secure-content/ endpoint” but this is no surprise since we’re not passing in any credentials on the URL. Can you please let me know if any changes have been made to the API or any methods that have been disabled or made defunct that would affect this?

Nevermind, seemingly resolved with the latest build applied moments ago. Hornbill updates terrify me.

Hi All, Since build 2241 or some iteration inbetween all of our services show in the customer portal reguardless of weither or not they have been added to the "subscribers" list. Can you please let me know if this is an ongoing issue similar to other visability issues caused by this build, has any other "visability" option been added that we now need to amend? Josh M

+1 to this issue. Can you please let me know when this has been resolved?

Also a similar issue, I beleive this is related to other "Visability" issues from this mornings update.

+1 Still an issue here. Reloaded application cache also.