Mark Priest

@jamesb & @Art at BU seems to be fixed now after a restart. So guess may have been linked to other issues

Restart of our web browser (chrome and edge) worked for the request list. Haven't needed to clear the cache so maybe the fix is being applied

Hi Since today and the recent update our email template signatures have vanished when sending emails in a open ticket. We had it set so that when sending an email it populated with the senders email signature but this has gone and no option to select a template . Is this related to the other issues today ?

Hi James Yes is an odd one. thanks for the info I've changed the button so they have to select a request type, so that will do for now thanks for your help

We have recently acquired a new business and need them to be able to access Hornbill to raise support tickets but ideally need their own page and be kept separate from our Head office pages. Can this be done so they have in theroy their own portal. Or does it have to be done by restricting their access to the other pages and allows them full to their own via the department or site ID ? Was just hoping I didnt have to go through and assign permissions to all

Hi Have a bit of a weird one that one team have just noticed. When they raise a ticket with the Raise New button (not the drop down arrow list next to it) The ticket gets raised in the usual way with the details displayed. However if that ticket is then re assigned and or refreshed at a later date the Detail fields are cleared and no information is available for the ticket. Also doesn't store any progressive capture information in a question field. If they use the drop down arrow and select Incident or Service request when raising a ticket theres no issue. Also saves any questions in the question field . Just wondered if anyone else seen this or is it something im missing in our work flows thanks mark

nope havent fixed it

Have fixed this sorry it was an error with the time format on the Azure import

Hi we have recently noticed that our date is out by 4 years in hornbill when tickets are raised and also when we try and change the Time zone on a user profile we get this error

I have the Azure import working to update hornbill with new users, departments etc. I cant seem to get the manager field to update. Have tried different combinations but it is the only part that fails. Anyone else had this issue or can help please. this is what I have been using in the json file "Manager": { "Action": "Both", "AzField": "userPrincipalName", "HornbillUniqueColumn": "h_user_id" },

@Steve G Managed to get this working thanks !

I seem to have the Azure import working however it overwrites the usertype to basic on an existing user that usertype has been changed to user

Hi @Steve G thanks for that info we do already have a group there that all staff are in eg hornbill access. However if users in hornbill already exist will they be over written. In the past with the LDAP import we included all our AD OUs except the IT and other Hornbill full user accounts. Can we exclude Groups from the azure import such as IT or HR in the way we used to exclude people from imports by certain OUs in Active directory.

Hi We are currently testing the Azure import. Is there a way to exclude OUs in the import as in the past with the LDAP imports it has sometimes over written the access for our service desk team and changed their permission to basic user. We dont want this to change the service desk team to user when it does an update. Or am I correct in thinking that it will skip existing accounts and only update departments etc ? thanks

Hi we are getting some users today getting an error Unable to load instance configuration data when they open the hornbill portal before they get to the login screen. Im sure ive seen this before but cannot remember the fix if any thanks

Hi We have a separate service on our hornbill service manager that required separate SLAs to the main corporate ones we use for everything else. Since this has been in use we have noticed that all our services linked to the corporate SLA no longer show response and resolution times, but the service specific one does. If we create service specific for the other services then they also show response and resolution times. If I remove the service specific one then add the linked corporate one to it we still dont get timers until we revert back to the Service specific. Has anyone any ideas as i dont really want to go through all our services re doing all the sla's and rules thanks

Please ignore this I have resolved the issue seems to be with some custom SLAs that were set up

Hi We have noticed that the response times and resolution times for our tickets have stopped working and running. Has something changed or been updated? It used to work fine on all our tickets until the recent issue with Xmlmc method invocation failed for BPM updating service level occurred and the update rolled out. HAs anyone else experienced this as it is throwing out our MI reports to the business we cannot also report on the response and resolve times

@Victor Sorry didnt read that was just excited about testing the new format. thanks

How do you manually raise a ticket from the Hornbill mailbox there is no option to any more on the preview version ?

yep same problem here.

I have checked all the settings and Turned off the auto provision off as we dont really need it. Single sign on is still failing with the error message

Has something changed then as it has been working fine all this time then suddenly this morning no one can sign in ? Ive checked our settings and all seems correct If i turn off the autoprovision then I stil get an account cannot be authorised , it is happening for all our staff basic users and users

Hi Is there an issue with Hornbill single sign in as we are getting this message and cannot sign into the portal if we sign in manually we see a random user gets created anyone else seeing this or have any ideas? mark

We have recently started getting random XMLMC errors in our Business processes. It seems to be randomly occurring but is always at the the Hornbill automation step Type: Update request Task : Service level . Nothing has changed on our business processes and until this friday were all working fine. If i go into the failed process and restart it it carries on fine then after a while another will fail on the same Hornbill automation step . Any ideas ?