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Alistair Young

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Posts posted by Alistair Young

    SLA Rules - Urgency

    in Service Manager

    Posted

    Hi all, 

    When managing SLA rules in the portfolio it looks like 'urgency' is missing under the list of conditions. 

    Can be worked around with a custom field, but would be much easier if it was added to the list :)

     

    Ta

    Alistair

    Problems with a Custom Field in Service Manager

    in Service Manager

    Posted

    Hi @James Ainsworth, thanks for picking this up. 

    The field is populated during progressive capture as part of the Change process. The field appears populated as expected when the change ticket comes in for approval. At some point in the approval stage the field becomes empty [you can see it doing this as the ticket moves through the change stages]; if I attempt to re-populate it, it becomes empty again as the ticket is approved and an email notification is generated. As you say, it appears that something is over-writing it but the reason I posted was because we've been using copies of the same PC/BP for quite some time across several different services - we haven't made any changes, especially not across each service in our catalogue - so I was wondering if there'd been a recent change at the Hornbill end that's causing the new behaviour. 

    Problems with a Custom Field in Service Manager

    in Service Manager

    Posted

    Hi all, last week our Service Manager instance started doing a strange thing ... 

    Custom field i is used for ticket logging and is mandatory. However, from Thursday [I think] email template that references the field has started displaying {{H_custom_i}} ... 

    When I check the field is indeed blank. However, if I try re-adding the missing information and work through the BP, the field ends up empty again. 

    We use copies of same PC/BP across several services. All appear to be affected and we haven't made any changes at our side!

    Enhancement Request: Make Bulletins Available During Ticket Logging

    in Service Manager

    Posted

    Hi all, 

    The nature of the business means our SD analysts need to be mindful of current events when raising tickets as this can impact criticality. We keep a separate calendar but because of the spread of events (across entertainment, sport, politics...) these can often get missed. 

    It would be brilliant if bulletins in the Service Portfolio could be configured for Service Portal, Service Manager interface or both - that way we'd be able to move the events calendar into Service Manager and use the start/end dates to display bulletin banners. 

    If I've missed some existing functionality please let me know! - otherwise making bulletins available whilst call logging or displaying them somewhere after a ticket has been raised would solve all kinds of problems for us!

     

    Thanks, 

    Alistair

    'Information' Button No Longer Giving Any Information

    in Service Manager

    Posted

    Hi all, 

    The little 'Information' button seems to have stopped working! - previously, hovering the pointer over it would show the full call category assigned to it. Now: nothing. 

    Chrome is our usual weapon of choice, but I did fire-up MS Edge to check if it was browser related!!! - I felt ok afterwards, just needed a cup of tea and a rest. 

     

    [I can confirm the fault followed me, didn't work on Edge either ... pls don't ask me to try IE]

     

    Thanks!

    Info Button.png

    Ability to save a form before sending it

    in Service Manager

    Posted

    During Supportworks era our engineers would raise a ticket, park it, populate it and submit it when ready - the new Change workflow being a one-stop progressive capture was never popular [although I've suggested using placeholders and editing the fields later]

    +1, would be very useful if a PC could be suspended and saved.

    LDAP Importer Trouble

    in Service Manager

    Posted

    Hi all, 

    Looking for assistance with our LDAP import! We haven't updated our importer utility since we originally migrated to Service Manager back in 2017, so it is well out of date and we'd like to use the newer utility so that we can use Data Import Config in the Admin area. Unfortunately we've run into some teething problems: 

    • Using secure TLS on port 636 returns [ERROR] Connecting Error: LDAP Result Code 211 "ErrorClosing": Response Channel Closed
    • Using insecure HTTP on port 389 returns [ERROR] Bind Error: LDAP Result Code 49 "Invalid Credentials": 80090308: LdapErr: DSID-0C090439, comment: AcceptSecurityContext error, data 52e, v4563

    The finger-of-blame seems to be pointing to the KeySafe entry used to authenticate against our LDAP server, but we're unsure where the problem is. We used an AD look-up tool that connects to a DC and carried out an LDAP query to successfully check the credentials.  I've attached the key details from KeySafe but I guess there isn't much to see...

    Here's the log output from the last attempt:  

    05/08/2021
14:15
[MESSAGE] ---- LDAP Import Utility v3.9.5 ----
[MESSAGE] Flag - config ad-import
[MESSAGE] Flag - logprefix
[MESSAGE] Flag - dryrun true
[MESSAGE] Flag - instanceid pasm
[MESSAGE] Flag - apikey ##################################
[MESSAGE] Flag - apitimeout 60
[MESSAGE] Flag - workers 1[MESSAGE] Flag - forcerun false
[MESSAGE] Loading Configuration Data: ad-import
[MESSAGE] Loading LDAP Authentication Data: 8
[MESSAGE] Log Level 2
[MESSAGE] Page Size 500MessageID: 1, ok: true
LDAP Request: (Universal, Constructed, Sequence and Sequence of) Len=40 "<nil>"
MessageID: (Universal, Primative, Integer) Len=1 "1"
Bind Request: (Application, Constructed, 0x00) Len=35 "<nil>"
Version: (Universal, Primative, Integer) Len=1 "3"
User Name: (Universal, Primative, Octet String) Len=8 "svc_ROUO"
Password: (Context, Primative, 0x00) Len=20 "######################"
sendMessage-> message_id: 1, out: 0xc00036c360
1: waiting for response
Sending message 1
Receiving message 1
1: got response 0xc0000800a0
LDAP Response: (Universal, Constructed, Sequence and Sequence of) Len=100 "<nil>"
Message ID: (Universal, Primative, Integer) Len=1 "1"
Bind Response: (Application, Constructed, 0x01) Len=95 "<nil>"
Result Code (Invalid Credentials): (Universal, Primative, Enumerated) Len=1 "49"
Matched DN: (Universal, Primative, Octet String) Len=0 "[]"
Error Message: (Universal, Primative, Octet String) Len=88 "[56 48 48 57 48 51 48 56 58 32 76 100 97 112 69 114 114 58 32 68 83 73 68 45 48 67 48 57 48 52 51 57 44 32 99 111 109 109 101 110 116 58 32 65 99 99 101 112 116 83 101 99 117 114 105 116 121 67 111 110 116 101 120 116 32 101 114 114 111 114 44 32 100 97 116 97 32 53 50 101 44 32 118 52 53 54 51 0]"
Finished message 1
[ERROR] Bind Error: LDAP Result Code 49 "Invalid Credentials": 80090308: LdapErr: DSID-0C090439, comment: AcceptSecurityContext error, data 52e, v4563
Starting Close().
Shutting down

     

    2021-08-06 11_52_30-Administration _ LDAPImport.png

    • Like 1

    Search Functionality Troubled After Earlier Outage

    in Service Manager

    Posted

    Hi all, 

    We had a brief service outage earlier this morning and our instance seems to have become troubled afterwards.

    For example: if I paste a ticket number into the search field it won't return any results. Where I already have a ticket open, I can edit the URL and add the ticket I'm looking for and it'll appear.

    The Ops team is telling me that the search functionality has all but died, where they can only retrieve tickets that were raised within the last few hours but nothing older than that.

    Any help would be appreciated!

    Alistair

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