Trevor Tinsley

HI Deen, Do you have a link to the RCA for Monday's firewall issue? Thanks. Trevor.

Hi Paul, I'm one of the people who had questions about how this would work outside CAB control previously. I expect that you'll be removing the facility to manual take updates from Home => Applications: will there be a revised summary dashboard detailing release content along with a schedule of when you intend to apply updates to the various modules, so that even though they'll be delivered automatically, we'll be able to both advise our service desk and be ready to review/check functionality in areas where fixes/changes have been applied? Will you be providing a similar dashboard to provide details of updates to on-premises utility programs such as the LDAP import and asset import? Thanks. Trevor.

Hi, We currently have a scheduled task triggering an asset import from SCCM to HSM every two hours between 08:30 and 20:30 (seven runs) M-F. We have recently stopped populating "h_owned_by" from the AD 'username', disconnecting the link between SCCM and the Owner field within the Service Manager asset record and we now need to clear out the existing data ahead of it being populated via a separate mechanism. What is the best way to achieve this, it would only be a one time activity? I'd like to use the Database Direct utility but am mindful that it can be very 'destructive' as well as having a row ceiling: select * from h_cmdb_assets where (h_owned_by is not null and h_owned_by <> '') update h_cmdb_assets set h_owned_by = '' where (h_owned_by is not null and h_owned_by <> '') Any advice would be appreciated. Regards. Trevor.

As Hornbill was down once again this morning (on a hat-trick for next week) and with a service management colleague yet to arrive on site, my A/L was interrupted as I needed to provide some support. After checking the community forums I raised a support ticket (delayed by needing to reset a password) but unbeknownst to me my colleague had arrived in the meantime and done likewise. I received a confirmation of my support call being logged, followed shortly afterwards by a further email advising that my call was a duplicate of my colleague's. My ticket was then marked as resolved (with no resolution information), although as I am unable to view my colleague's ticket, you have effectively failed to provide me with any support or details of the nature of the outage. As you seem unable to allow all users of a specific instance to view all support calls pertaining to that instance this sort of call management is ridiculous. Would you please either address the issue of viewing all instance incidents or have the courtesy to provide support and feedback for all support calls raised? Regards. Trevor Tinsley - Financial Ombudsman Service.

Ditto FOS:

I'm receiving reports of general sluggishness and issues submitting service requests. Is this being investigated or should I add to the growing pile of incidents?

We have still having issues with ticket submissions hanging. Could we get a definitive update please>

We have been having the same issues, has there been any 'transparent' maintenance going on? Our service management team are climbing the walls as this reflects badly on our IT department (users don't understand that it is SaaS).

Hi James, Thanks for the feedback. Regards. Trevor.

Good afternoon, Firstly, apologies if i am going over old ground regarding what is feasible via Database Direct (DD). I have a requirement to query and export HSM data on a daily basis for upload into our data warehouse. I note that DD result sets may be exported to csv, which leads me to ask the following: 1) Is there a facility to trigger DD queries via a scheduled job? 2) Can a scheduled job be used to export csv output to a predefined on-premises location? Regards. Trevor.

I am amazed Victor has such a blinkered view of how IT departments are run in the real world... Why do I need a change for a SaaS update? Hmmmm, if HSM updates are automatic, it may well be that our change would be 'information only', however in the event of issues caused by an update (yes, we have experienced system-wide issues resulting from HSM updates), at least our service desk would have visibility on any changes to our estate and be able to direct their investigations. You should also remember that our user base see our IT department (not Hornbill) as responsible for HSM, so I hope you can appreciate our wish to be as prepared as possible to deal with the worst case scenario (however unlikely). I do recognise your desire to be Agile with regard to releasing updates but it can be abused and used as a vehicle to simply generate ad-hoc changes as the result of inadequate/insufficient development and/or testing. Thanks for all the feedback, I'll head back to Jurassic Park...

Hi Victor, Hornbill benefits greatly from its user base, you only have to look at the community fora to see this, especially following system updates where users have often found issues not identified prior to an update being published. We like to have at least a weeks grace on applying updates as we aren't always 100% confident that Hornbill releases will be issue free. We hope that at the point where Hornbill makes all updates automatic that the your test/beta processes will be mature enough to give us the required level of confidence. Regards. Trevor.

Good afternoon, We invariably raise internal change requests to update our HSM version on Wednesday or Thursday evenings as Hornbill often publish new updates on Fridays. In general, we perform system updates at least a week following publication to allow us to review any issues the Hornbill community have reported and which you have remediated. Having prepared a change to take version 1466 this evening, as you have published 1471 this morning, we will be unable to proceed with this change. Would it be possible to a) publish a forward schedule of change and b) publish updates on a fixed day of the week? Looking at the most recent updates, you appear to publish them on any day of the week: 1471 Wed 27/03 1466 Fri 22/03 1464 Wed 20/03 1459 Fri 15/03 1453 Tue 05/03 1452 Mon 04/03 1451 Mon 04/03 1443 Tue 26/02 1439 Thu 21/02 Regards. Trevor Tinsley.

I am able to submit support requests via the Hornbill portal but they aren't then appearing as active requests in the system. Also having problems sending email from a service request, receiving a 'send failure' message, although emails are being sent but not appearing in the ticket timeline. I'm rather concerned after the issues we had last Friday.

Good afternoon all, I have a requirement to delete closed tickets in accordance with our records retention policy in our production environment. In the absence of anything else, would the Hornbill Clean Utility be a suitable tool? Does the example conf.json file support the dryrun=true option (I would like some assurance prior to running the utility against the live instance)? Any thoughts, advice or feedback would be appreciated. Trevor Tinsley.