[Email signature templates have vanished when emailing from within a ticket]

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

[Unable to see any requests in the MY REQUESTS area in the employee portal]

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 

[Email signature templates have vanished when emailing from within a ticket]

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 ?

 

[Ticket details vanish when refreshing or reassigning tickets raised from Raise ticket button]

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

 

 

[Lock down service domain]

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 

[Ticket details vanish when refreshing or reassigning tickets raised from Raise ticket button]

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

[Date and time not recognised in Service manager]

16 minutes ago, Mark Priest said:

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

nope havent fixed it 

[Date and time not recognised in Service manager]

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

[Date and time not recognised in Service manager]

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 

 

[Azure import fails to import manager details]

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"
        },

[Azure user import - filter groups]

@Steve G Managed to get this working thanks !

[Azure user import - filter groups]

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

[Azure user import - filter groups]

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. 

[Azure user import - filter groups]

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

[Unable to load instance configuration data]

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

 

[Corporate linked SLA no longer shows times after adding a Service specific on to a separate service]

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

[Service level response and resolution timers have stopped working since Xmlmc method invocation failed for BPM updating service level fix??]

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

[Service level response and resolution timers have stopped working since Xmlmc method invocation failed for BPM updating service level fix??]

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 

[Preview new User Interface for Core UI]

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

[Preview new User Interface for Core UI]

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

[Raising a Request from email does not populate the Summary and Description]

yep same problem here. 

[Error cannot sign into hornbill service manager and portal]

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

 

 

 

[Error cannot sign into hornbill service manager and portal]

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

 

 

 

 

[Error cannot sign into hornbill service manager and portal]

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

 

[Xmlmc method invocation failed for BPM updating service level]

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 ?