Mark Priest

Looks like its fixed as we are getting emails through now too

Hi have double checked the ports etc. feel like im going round in circles now. is there anything else we can check ?

Hi yes tried that too. All we get when we change to ssl is [ERROR] Connecting Error: LDAP Result Code 201 "ErrorNetwork": Invalid packet fo rmat

Hi I have tried that but still get the same error

Hi We have recently just started getting this error when running ldap imports "[ERROR] Connecting Error: LDAP Result Code 211 "ErrorClosing": Response Channel Closed" apparently our sys admin has forced secure authentication so this does seem to be linked. Has anyone got any ideas how to resolve the issue. I did see a post from 2019 and tried the fixes on there but still get the same error and therefor no sync is taking place from our AD

@Keith Stevenson @Osman It looks like our issue was caused by one of of antivirus policies that controlled TLS and SSL encryption on files we have added hornbill as an exclusion and that seems to have fixed the issue. Still strange as the policy has never changed

@Osman we are seeing the same issue today that looks like its linked to our sophos antivirus. Did you get a fix ?

Hi Steve Are you aware of any updates to hornbill over the last few days. It seemed that reinstalling our antivirus on a problem machine fixed it but then its gone again once policies and updates kicked in . They loose the single sign on page and get the timeout error

Hi thanks for that. Think we have fixed it, was down to an update on our antivirus

Hi Shows that everything is ok . But users still getting the same message

Hi We seem to be getting random users getting a Could not Connect to instance: timeout message, when signing into our Hornbill portal

hi have double checked that and reapplied still comes up with the same error. wondering if it is how our azure is locked down now

Hi Error message appears when i click connect in the keysafe after adding the API Key Permission for the oAUTH2

Hi yes have done that and get the same error

Hi I have followed the guide on how to set up the Azure user import however seem to be struggling on the KeySafe steps I have the clientID , Client Secret etc but when doing the oAuth2 and adding the api from a user i get this Unexpected Exception: Failed to load the requested oauth2 config i have tried using a api from a different user but the result is the same. Has anyone else seen this. is there something missing from the guide as i cannot seem to find one for setting up the oAuth 2 in particular

Im not sure if this is possible. We have a Service portfolio for a support team in our business that has various catalogue items in the service request section. However some of the team need to keep some of these catalogue items hidden from the rest of the team so only say senior members can raise tickets but no one else see them. They still want them to be under the same Support Service portfolio. I know you can restrict who sees the whole portfolio but is there a was to restrict what catalogue items they see ? For example : Company Support is the name of the Service portforlio then under service request they have : General Support Upgrade database Add new User Request Download Data They just want the senior ones to see and log tickets for Upgrade data base and Download data but want them to see all the rest any advise please mark

Ok thanks we must have missed the memo

Hi We have noticed that when users try to connect to service.hornbill.com it does not redirect to the login page we get site cannot be reached . Has anything been changed as seemed to work yesterday

+1

Had the same issue. thought it must be permission related. Managed to get it working following the Wiki guide thanks @Michael M

Hi Was there any resolution to this as we are seeing the same. Whereby the account we use for the shared mailbox and Keysafe account do not have admin rights so then get prompted to input admin account for approval.

Hi Steve Yep that sorted I hadn't set the rule up correctly Doh!

Hi I have SLAs set up that are : No SLA, Low, Medium, High, VIP The business process is set to set the priority of a ticket based on the role. Therefore anyone classed as a VIP should get the VIP SLA. However this is not working and shows a NO SLA. if I change it manually in the support ticket to something else then it picks up the right SLA I have attached screen shots i take it I may have missed something setting up the SLA but any advice would be appreciated thanks

Hi Not sure if this is possible or something i am missing. I have a progressive capture that depends on an answer given then will switch to another progressive capture. This appears to work fine however i cannot get the Service or category to update. i have tried various combinations of request update but nothing works. any ideas ? What happens is Service Request A (prog capture A) with Category A is raised by the user - When they select it as a one of it switches to Prog Capture B (service request B etc) however the ticket raised still has Service and catergory A . I am a bit stuck now but probably something simple that I have missed thanks

Hi Martyn Thanks for the response. Yep that seems to have fixed it all my rules were just set to apply a priority had nothing there for request type. Knew it would be something simple thanks