Joshua T M

Thank you Keith, I'll make our support team and the customer aware.

Keith, Thanks again for looking into this so promptly. I understand how frustrating such an isolated issue can be.

Many Thanks Keith, keep me in the loop please.

Hi Keith, Unfortunately not as below - X Status: Pending Recipient Id: 198678 Retry Count: 1 Date Log Entry 2021-04-15 08:43:19 Originating domain: X 2021-04-15 08:43:19 Originating address: X 2021-04-15 08:43:19 Performing SPF check on domain. OrigDom=hornbill.com, OrgPre=_spf, ReqInc=true 2021-04-15 08:43:19 Delivery using DNS/direct message routing 2021-04-15 08:43:19 Target address: X 2021-04-15 08:43:19 Target domain (DNS MX Lookup): X 2021-04-15 08:43:19 Resolved 1 MX records * 10=seg.trustwave.com 2021-04-15 08:43:19 Delivering message via: { } 2021-04-15 08:43:19 Connecting to: seg.trustwave.com, Port: 25, SSL: no, STLS: yes 2021-04-15 08:43:20 Unable to connect to SMTP server. ChilkatLog: VerifySmtpConnection: DllDate: Sep 28 2020 ChilkatVersion: 9.5.0.84 UnlockPrefix: HRNBLL.CBX102021 Architecture: Little Endian; 64-bit Language: Visual C++ 2019 / x64 VerboseLogging: 0 smtpConnectAndAuthenticate: smtpConnect: smtpHostname: seg.trustwave.com smtpPort: 25 connectionIsReady: Need new SMTP connection --connectionIsReady smtpSocketConnect: socketOptions: SO_SNDBUF: 262144 SO_RCVBUF: 4194304 TCP_NODELAY: 1 SO_KEEPALIVE: 1 --socketOptions --smtpSocketConnect smtpGreeting: readSmtpResponse: SmtpCmdResp: 220 seg.mxsmtp.com ESMTP Trustwave SEG [seg-node-chi-02.trustwave.com] Ready --readSmtpResponse --smtpGreeting ehloCommand: sendCmdToSmtp: SmtpCmdSent: EHLO live.hornbill.com<CRLF> --sendCmdToSmtp readSmtpResponse: SmtpCmdResp: 250-seg-node-chi-02.trustwave.com Hello live.hornbill.com (87.117.243.10) SmtpCmdResp: 250-STARTTLS SmtpCmdResp: 250-XLHASH SmtpCmdResp: 250 SIZE --readSmtpResponse --ehloCommand This SMTP server supports STARTTLS. Automatically doing STARTTLS... startTLS: sendCmdToSmtp: SmtpCmdSent: STARTTLS<CRLF> --sendCmdToSmtp readSmtpResponse: SmtpCmdResp: 220 Ready to start TLS --readSmtpResponse clientHandshake: clientHandshake2: readHandshakeMessages: processHandshakeRecord: processHandshakeMessage: processServerHello: processKeyShareExtension: Unexpected key_share group serverRequestedKeyShareGroup: 0x18 --processKeyShareExtension sendFatalAlert: Closing connection after sending fatal TLS alert. --sendFatalAlert Invalid key_share extension --processServerHello --processHandshakeMessage --processHandshakeRecord --readHandshakeMessages --clientHandshake2 --clientHandshake Client handshake failed. (1) connectionClosed: 0 Failed to establish TLS connection. --startTLS --smtpConnect --smtpConnectAndAuthenticate Failed. --VerifySmtpConnection --ChilkatLog 2021-04-15 08:43:20 Failed to deliver message to any server in the MX records 2021-04-15 08:43:20 Failed to deliver message to target recipient. 2021-04-15 08:43:20 Failed to deliver message 2021-04-15 08:43:20 Delivery will be re-attempted at 2021-04-15 07:44:20Z (1 minutes), attempt 1/9

Thanks Keith, Can you please confirm this is still the case, our customer has responded to this saying "changes have been made" by Trustwave. When I run the -starttls command it completes and returns almost immediately from my local machine. From our Microsoft 365 platform the handshake completes within two seconds. Are you able to provide logs via a DM to display the Hornbill SMTP client time out so we can forward this on to the customer and Trustwave. Josh M

Hi All, Since Build 2126 smGetRequests no longer returns custom fields, org name and ID or customer name and ID. Can you please confirm why this has occured and what we can do to resolve it? All that is now being returned is the below - "<?xml version=""1.0"" encoding=""utf-8""?> <methodCallResult status=""ok""> <params> <requests>{""row"":[]}</requests> <count>15</count> </params> <flowCodeDebugState> <executionId>298ea10c-d1ad-46ce-a646-2b91b709db1d</executionId> </flowCodeDebugState> </methodCallResult>" Secondly we are attempting to use entityBrowserRecords2 however the documentation does not show an effective example of how to present the parameters required. https://api.hornbill.com/_types/searchColumnType Can we get a plain text or XML example of how to construct one of these? The Open-HB, Add-HB functions mentioned in : Doesn't exist in the espapi_net project. Using the rules for the complex xml type, it should appear as: <searchColumnType column='h_container_id'>126</searchColumnType> However, every time I try to get a column expected/not expected or value does match input error depending upon the formats I try. Any assistance you can offer on the above would be helpful. Please let me know if you require any further information. SR inc - @Stuart Riddell

Hi @Deen, Thanks for the response! We are using the Direct Outbound configuration, which (as far as I'm aware) I am unable to set the type of encryption used as it attempts to negotiate automatically. The below is an excerpt from the Outbound Mail Profile configuration page - "When email is delivered using the Direct Outbound method, our servers will negotiate the highest level of transport encryption supported by the remote SMTP server. This is completely automatic and is negotiated each and every time a new SMTP connection is made. For more information please see here."

Hi All, We are currently experiancing an issue when attempting to send emails from hornbill service manager to a specific customers domain. The emails become stuck in the service manager outbox and remain there for all 10 re-attempts. We do not experiance this issue when sending from our Microsoft 365 Exchange platform to which the outbound relay connects. According to the customer, they do not receive any notification of an email attempt being made. Please find an excert from one of the attempted sends below. 2020-11-24 13:33:05 Unable to connect to SMTP server. ChilkatLog: VerifySmtpConnection: DllDate: Sep 28 2020 ChilkatVersion: 9.5.0.84 UnlockPrefix: HRNBLL.CBX102021 Architecture: Little Endian; 64-bit Language: Visual C++ 2019 / x64 VerboseLogging: 0 smtpConnectAndAuthenticate: smtpConnect: smtpHostname: seg.trustwave.com smtpPort: 25 connectionIsReady: Need new SMTP connection --connectionIsReady smtpSocketConnect: socketOptions: SO_SNDBUF: 262144 SO_RCVBUF: 4194304 TCP_NODELAY: 1 SO_KEEPALIVE: 1 --socketOptions --smtpSocketConnect smtpGreeting: readSmtpResponse: SmtpCmdResp: 220 seg.mxsmtp.com ESMTP Trustwave SEG [seg-node-chi-01.trustwave.com] Ready --readSmtpResponse --smtpGreeting ehloCommand: sendCmdToSmtp: SmtpCmdSent: EHLO live.hornbill.com<CRLF> --sendCmdToSmtp readSmtpResponse: SmtpCmdResp: 250-seg-node-chi-01.trustwave.com Hello live.hornbill.com (87.117.243.10) SmtpCmdResp: 250-STARTTLS SmtpCmdResp: 250-XLHASH SmtpCmdResp: 250 SIZE --readSmtpResponse --ehloCommand This SMTP server supports STARTTLS. Automatically doing STARTTLS... startTLS: sendCmdToSmtp: SmtpCmdSent: STARTTLS<CRLF> --sendCmdToSmtp readSmtpResponse: SmtpCmdResp: 220 Ready to start TLS --readSmtpResponse clientHandshake: clientHandshake2: readHandshakeMessages: processHandshakeRecord: processHandshakeMessage: processServerHello: processKeyShareExtension: Unexpected key_share group serverRequestedKeyShareGroup: 0x18 --processKeyShareExtension sendFatalAlert: Closing connection after sending fatal TLS alert. --sendFatalAlert Invalid key_share extension --processServerHello --processHandshakeMessage --processHandshakeRecord --readHandshakeMessages --clientHandshake2 --clientHandshake Client handshake failed. (1) connectionClosed: 0 Failed to establish TLS connection. --startTLS --smtpConnect --smtpConnectAndAuthenticate Failed. --VerifySmtpConnection --ChilkatLog 2020-11-24 13:33:05 Failed to deliver message to any server in the MX records 2020-11-24 13:33:05 Failed to deliver message to target recipient. 2020-11-24 13:33:05 Failed to deliver message 2020-11-24 13:33:05 Delivery will be re-attempted at 2020-11-24 13:34:05Z (1 minutes), attempt 1/9

Thanks Steve, Not relevant as I cannot update the SPF record for live.hornbill.com. We already have our Direct Outbound domain configured for "strumis.com". Apparently we need to have live.hornbill.com avaliable as an outbound mail route to enable report and password reset emails to be sent? Please read the opening post on the issue we are trying to resolved. Happy for any advice.

If only it were that simple... As below - SPF Check Fail SPF CHECK FAILED: Unable to locate any SPF record for domain: live.hornbill.com No TXT v=spf1.. record found, querying for DNS SPF record SPF CHECK FAILED: No SPF record found for: live.hornbill.com

@Martyn Houghton, Thanks Martin, it's as I suspected. I'll get a hold of Hornbill support. Thanks again for your response! Josh M

Hi All, We have an issue where when a customer requests a password reset via the self-service portal an email is not sent to them. The error they receive is - Operation[mail::directMessageSend] The domain specified in the originator recipient [live.hornbill.com] is not configured on this system for sending - Is this related to not having the default live.hornbill.com Outbound mail profile configured? Is it possible to change the originator to use our own domain? Sorry, I've not had much luck browsing through the documentation. Josh M

This is now resolved. The update broke the ServiceDetails -> serviceId expression. This now referances serviceName and works.

We have gotten a little further with this, Our BPM calls for the PCF and it does now allow for a customer search but after this occurs it does not ask for the answers to the Product Version which is a custom form. It simply stops working through questions and due to this the BPM does not populate any of the fields. When raising from an email it does not populate the summary or discription of the incident either. I'm not sure if it is the BPM failing to request these answers or the PCF failing to load the form for the question...

@James Ainsworth, Could this be a flow code issue? A previous update caused us to have to recreate the majority of our BPM's due to a slight change in the flowcodes.

Also, this may be helpful - 2020-06-23 09:46:54 0.000007s INFO Workflow processing started, processId=BPM20200623000009 workflow=com.hornbill.servicemanager/strumis-evolution---new-incident-bpm (revision=81, type=businessProcess) 0.000026s INFO Process Execute startNode=0 reason=erExecute 0.000030s INFO Called by: bpm/processSpawn2 (host=mdh-p01-node7) 0.000033s INFO Transaction ID: 39b61f77a8f249c6a773ad5f1f3b44e8 0.077204s INFO Execution session is 'U2020062304859816', user is 'admin' 0.077216s INFO Execution reason is 'erExecute' 0.077238s INFO Execution Step: currentStage='s1', currentNode='start_415df03d-5a88-41ae-a1ca-815c4d404205', suspended='false' 0.090820s INFO Process Flow Transition from 'Start' (id=start_415df03d-5a88-41ae-a1ca-815c4d404205, type=Start) to 'Log BPM Version' (id=flowcode-51691395, type=HornbillAutomatiomn) 0.107860s INFO Execution Step: currentStage='s1', currentNode='flowcode-51691395', suspended='false' 0.107895s INFO Unsuspending process at node 'Log BPM Version' (id=flowcode-51691395) 0.705406s INFO Unsuspending process at node 'Log BPM Version' (id=flowcode-51691395) 0.705422s INFO Process Flow Transition from 'Log BPM Version' (id=flowcode-51691395, type=HornbillAutomatiomn) to 'Get Request Details' (id=flowcode-fa0b3253-530c-4c36-e2f9-ee22bf778943, type=HornbillAutomatiomn) 0.729120s INFO Execution Step: currentStage='s1', currentNode='flowcode-fa0b3253-530c-4c36-e2f9-ee22bf778943', suspended='false' 0.729147s INFO Unsuspending process at node 'Get Request Details' (id=flowcode-fa0b3253-530c-4c36-e2f9-ee22bf778943) 0.904567s INFO Unsuspending process at node 'Get Request Details' (id=flowcode-fa0b3253-530c-4c36-e2f9-ee22bf778943) 0.904579s INFO Process Flow Transition from 'Get Request Details' (id=flowcode-fa0b3253-530c-4c36-e2f9-ee22bf778943, type=HornbillAutomatiomn) to 'Get Customer Details' (id=flowcode-7378ca06-2c50-4551-37cf-e3252a2ccfcb, type=HornbillAutomatiomn) 0.926219s INFO Execution Step: currentStage='s1', currentNode='flowcode-7378ca06-2c50-4551-37cf-e3252a2ccfcb', suspended='false' 0.926232s INFO Unsuspending process at node 'Get Customer Details' (id=flowcode-7378ca06-2c50-4551-37cf-e3252a2ccfcb) 0.995614s INFO Unsuspending process at node 'Get Customer Details' (id=flowcode-7378ca06-2c50-4551-37cf-e3252a2ccfcb) 0.995654s INFO Process Flow Transition from 'Get Customer Details' (id=flowcode-7378ca06-2c50-4551-37cf-e3252a2ccfcb, type=HornbillAutomatiomn) to 'Get Organisation Details' (id=flowcode-f202e050-461f-4dff-1132-61b4fb193bb0, type=HornbillAutomatiomn) 1.014845s INFO Execution Step: currentStage='s1', currentNode='flowcode-f202e050-461f-4dff-1132-61b4fb193bb0', suspended='false' 1.014859s INFO Unsuspending process at node 'Get Organisation Details' (id=flowcode-f202e050-461f-4dff-1132-61b4fb193bb0) 1.071117s INFO Unsuspending process at node 'Get Organisation Details' (id=flowcode-f202e050-461f-4dff-1132-61b4fb193bb0) 1.071134s INFO Process Flow Transition from 'Get Organisation Details' (id=flowcode-f202e050-461f-4dff-1132-61b4fb193bb0, type=HornbillAutomatiomn) to 'Get Progressive Capture Answers' (id=flowcode-1de6856d-2230-4bf5-cd2c-d785e39cb46f, type=HornbillAutomatiomn) 1.089021s INFO Execution Step: currentStage='s1', currentNode='flowcode-1de6856d-2230-4bf5-cd2c-d785e39cb46f', suspended='false' 1.089037s INFO Unsuspending process at node 'Get Progressive Capture Answers' (id=flowcode-1de6856d-2230-4bf5-cd2c-d785e39cb46f) 1.143822s INFO Unsuspending process at node 'Get Progressive Capture Answers' (id=flowcode-1de6856d-2230-4bf5-cd2c-d785e39cb46f) 1.143837s INFO Process Flow Transition from 'Get Progressive Capture Answers' (id=flowcode-1de6856d-2230-4bf5-cd2c-d785e39cb46f, type=HornbillAutomatiomn) to 'Priority Set?' (id=decision-9236af83, type=Decision) 1.161966s INFO Execution Step: currentStage='s1', currentNode='decision-9236af83', suspended='false' 1.163034s INFO Decision 'Priority Set?' (id=decision-9236af83), evaluating 2 branch expressions 1.163045s INFO Expression matched: [true], forwarding to target node: flowcode-bf2925a3-f377-46a9-2963-9b38945f467e 1.163067s INFO Process Flow Transition from 'Priority Set?' (id=decision-9236af83, type=Decision) to 'Set Priority Medium' (id=flowcode-bf2925a3-f377-46a9-2963-9b38945f467e, type=HornbillAutomatiomn) 1.177692s INFO Execution Step: currentStage='s1', currentNode='flowcode-bf2925a3-f377-46a9-2963-9b38945f467e', suspended='false' 1.177705s INFO Unsuspending process at node 'Set Priority Medium' (id=flowcode-bf2925a3-f377-46a9-2963-9b38945f467e) 1.458624s INFO Unsuspending process at node 'Set Priority Medium' (id=flowcode-bf2925a3-f377-46a9-2963-9b38945f467e) 1.458645s INFO Process Flow Transition from 'Set Priority Medium' (id=flowcode-bf2925a3-f377-46a9-2963-9b38945f467e, type=HornbillAutomatiomn) to 'Update External Reference' (id=flowcode-f7400741, type=HornbillAutomatiomn) 1.478828s INFO Execution Step: currentStage='s1', currentNode='flowcode-f7400741', suspended='false' 1.478846s INFO Unsuspending process at node 'Update External Reference' (id=flowcode-f7400741) 1.589524s INFO Unsuspending process at node 'Update External Reference' (id=flowcode-f7400741) 1.589554s INFO Process Flow Transition from 'Update External Reference' (id=flowcode-f7400741, type=HornbillAutomatiomn) to 'Licence Expiry?' (id=decision-6e1fc5fa, type=Decision) 1.612549s INFO Execution Step: currentStage='s1', currentNode='decision-6e1fc5fa', suspended='false' 1.612881s INFO Decision 'Licence Expiry?' (id=decision-6e1fc5fa), evaluating 2 branch expressions 1.612890s INFO Expression matched: [true], forwarding to target node: flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e 1.612916s INFO Process Flow Transition from 'Licence Expiry?' (id=decision-6e1fc5fa, type=Decision) to 'Set Product custom field' (id=flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e, type=HornbillAutomatiomn) 1.627088s INFO Execution Step: currentStage='s1', currentNode='flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e', suspended='false' 1.627112s INFO Unsuspending process at node 'Set Product custom field' (id=flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e) 1.946746s INFO Unsuspending process at node 'Set Product custom field' (id=flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e) 1.946762s INFO Process Flow Transition from 'Set Product custom field' (id=flowcode-ed9c7985-591c-408a-ef46-6f53517f7c5e, type=HornbillAutomatiomn) to 'Co-worker or Customer?' (id=decision-1d86bb7b-5185-492b-5322-43085709bca4, type=Decision) 1.965190s INFO Execution Step: currentStage='s1', currentNode='decision-1d86bb7b-5185-492b-5322-43085709bca4', suspended='false' 1.965327s INFO Decision 'Co-worker or Customer?' (id=decision-1d86bb7b-5185-492b-5322-43085709bca4), evaluating 2 branch expressions 1.965354s ERROR Exception: (function(){ return "No matching gotoIf found"; })() 2.003846s INFO Workflow processing complete

@James Ainsworth, Would it be helpful to export the definition files for both as this has virtually stopped us from raising requests? This is virtually showstopping for us at the moment.

Hi @James Ainsworth, Thank you for your responce, I have attached the screenshots of both our BPM when it calls out Progressive Capture and our Progessive Capture Form. Both the BPM and progressive capture functioned without issue prior to the update but now it seems to immediately fail to start the Progressive Capture Form. When an issue is raised via email or manually it calls for the "Generic - Incident PCF" it then subsiquently determins the version and calls the specific PCF for that product, in this case the - "STRUMIS Evolution - New Incident PCF". Any thoughts on the below?

Hi All, Since the update to build 1958 of the Service Manager we have been unable to raise incidents from inbound emails. Upon raising the incident we receive the attached error. The BPM runs and logs the version being used and then the PCF seemingly fails to collect any information. Our application cache has been cleared sucessfully. Any advice on this matter would be greatly appreciated.

Thanks Victor.

Victor, This is now going to cause us major issues. One script is used to migrate emails to mailboxes which is a feature that is not avaliable and was actually something agreed when we implemented the Hornbill solution, it saves us huge amounts of time clearing these mails. Can you suggest a workaround for this? Please feel free to message me to keep this topic clean. Sample - -- Move Sent and Deleted emails UPDATE h_msg_messages msg , h_sys_organizations organisation SET msg.h_folder_id = organisation.h_custom_11 , h_msg_status = 2 -- mark as read WHERE ( msg.h_folder_id IN (113, 114) -- STRUMIS Support -> Sent & Deleted Folders ) AND ( ( LOCATE(REPLACE(CONCAT('- ', organisation.h_organization_name, ' -'), ' ', ''), REPLACE(msg.h_msg_subject, ' ', '')) > 0 -- Look for '- Name -'' only in subject AND organisation.h_archived = 0 -- Ignore archived organisations AND IFNULL(organisation.h_custom_11, -1) > 1 -- Must have a valid folder AND IFNULL(organisation.h_custom_11, -1) <> 172 -- Ignore STRUMIS organisation ) OR ( organisation.h_organization_name = 'STRUMIS' AND ( msg.h_msg_subject LIKE '%- STRUMIS (Australia) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (Belgium) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (Canada) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (China) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (France) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (India) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (Malaysia) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (Middle East) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (Netherlands) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (Romania) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (South Africa) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (Training) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (United Kingdom) -%' OR msg.h_msg_subject LIKE '%- STRUMIS (United States) -%' ) ) )

Bump on executing queries @Victor.

Hi All, Another odd bug, as a senario - A staff member is working on an issue and is on the phone to the customer and has started a timer as part of an update having already selected the category. This update remains open for roughly an hour and a half whilst the staff member constantly updates the text in the update field. The staff member ends the call with the customer and stops the timer, then clicks "Post". The update is posted however the time is not added to the timesheet. I see this as potentially being a timeout issue of the page or the category being lost and not being cached with the text and therefore when the update is posted the time is not logged in the Timesheet. Has anyone else seen this or would have a chance to test this? Subsiquently if the user refreshes the page manually, the text in the update is saved but the timer is not and is reset, if the user manually enters this time and posts it is added to the Timesheet.

Perfect, will keep an eye out. Thank you.

Thanks James!