Jack_Podmore

The health check is now failing for our instance

Hi guys, Is anyone else experiencing quite a bit of slowness on their instance today? We are also seeing multiple errors (below) when trying to browse through tickets, add updates etc. (phservicedesk) We have run a status check but this is coming back clear. Thanks, Jack

@Gerry @Ehsan thank you for getting back to me on this. Like I said, I favour the continuous delivery method but this along with a couple of other changes recently in addition to this have caused us issue in house although you are clearly well aware and are trying to avoid any impact to us as customers which I appreciate. @Ehsan as per @sprasad's comments there are statuses that were able to be used before to stop allocation of tickets which do not stop this assignment since the update so we would appreciate any patch/amendment to our instance too unless we have the flexibility to change this ourselves any time soon? Thanks again, Jack

Hi @Ehsan In response to below before the update "Do Not Disturb" would not assign tickets to any of our users - our instance has "Include Offline Users" set to off, following the update it does - surely we should be told of this change? I am not sure about anyone else but I cannot find any information in regards to this change for example on the wiki and it doesn't seem we are able to configure this. We are a smallish sized team but I expect teams of a bigger size would find this change very frustrating. Do you have any advice on where the best places are to look out for changes? Since you have turned on automatic updating of instances (which I have no issue with) a couple of things have gone in that we would have previously made note of and checked before manually updating (the "update" notification was very useful!). I think notifications of changes would be helpful so we at least know what's going on, right now we personally feel a bit blind. My team have come to me a couple of times now asking why things are different and why didn't I give them a heads up . We do not find "Home > System > Hornbill Change History" very helpful whatsoever. Again "Home > System > App Store > Hornbill Service Manager" is better but still even now there are no details at all about said change in this thread. Thanks, Jack

Thanks @Gerry - is there a new permission associated to allow me to access this? I have logged out/back into our instance but don't have "User Availability States" as an option. Regards, Jack

@Ehsan I am set to "Do Not Disturb" thinking this was an old status that stopped tickets auto assigning to me prior to the update however I am not getting them assigned to me along with anyone who is set to "Out Of Office"

@Ehsan Sorry to hijack but do you have a list of which statuses should stop assigning tickets to users? I have someone set as "Out of office" (done manually this morning through the "Users" section) yet they have still had tickets assign to them via round robin. Thanks, Jack

Hi @Mohamed Thank you for looking into this and for putting something in place that makes it easier for our end users to attach screenshots of issues! I'm sure lots of others would see the benefit of this functionality added so it can be done within the "description" field. Regards, Jack

Hi guys, In the migration steps on the wiki and video it mentions the use of service domains and domain specific pages. Is this a requirement or can we just progress with a home page? Thanks, Jack

Hi guys, I think this has been brought up before in regards to the service portal but noticed its still the case on the employee portal. One bugbear for our users is that they do not have the ability to paste a screenshot/image from snipping tool directly into the description field when creating a ticket. At the moment they have to paste into something like Word first, save and then upload that document. Are there any plans to allow end users to do this going forward? Thanks, Jack

Thank you @Steven Boardman !

Hi guys, When trying to change the availability of a user within "Home > System > Organisational Users > Data" the list of options is just set to "undefined". This is causing issue when trying stop tickets going to agents this morning if they have forgot to change it. Thanks, Jack

Hi guys, We have found another issue since the update rolled out last night. When opening a ticket, even if no updates have been put on it when going back to the "Request List" the "Last Updated" time automatically updates - this is causing us issues with looking at old tickets which haven't had updates for a while. This seems to only happen if the ticket is assigned to you as an "owner" (if I open a ticket and someone else is the owner and then go to the request this the "Last Updated" remains as is) Can this be looked into please? Thanks, Jack

Hi @ArmandoDM, I can confirm this is now working as per previously. Thank you for reverting this for us! Best, Jack

@ArmandoDM Sorry I know your message was aimed at @John C but I have just checked and this is what we are seeing: Are you saying we need to change these to fit to what they were yesterday? Thanks, Jack

+1 on this - we are getting all notifications through from "no reply" rather than our support email address too!

Hi guys, Sorry if this has been asked before. We currently use the LDAP User Import Tool to manage our users but are soon migrating over to Azure. Would this be a case of configuring the Azure User Import and stopping the LDAP User Import come go live? I assume when we migrate our Windows accounts over that the handle will still be the same in Hornbill so we shouldn't run into issues? https://wiki.hornbill.com/index.php/Azure_User_Import Thanks, Jack

+1 on this

Hi @Steve Giller Sorry about that, I filtered wrongly on "date modified"! I have checked over our configuration and we only have 1 "Data Import Configuration" setup which has always worked without issue. Could this be to do with the "LDAP Hardening" Microsoft have introduced? Thanks, Jack LDAP_User_Import_2020-03-16T16-52-37Z.log

Hi @Steve Giller Thanks for replying on this. There is nothing in the logs from what we can see (attached with API key removed). The configuration hasn't been touched within Hornbill and nothing has changed with the user account that runs this. We have updated the LDAP Import Tool as our first try at resolving this but with no luck. What is odd is that existing accounts are being updated without issue it just wont import any new ones. Thanks, Jack LDAP_User_Import_2018-09-24T13-02-36+01-00.log

Hi guys, For some reason our LDAP import setup has stopped creating new user accounts. No changes have been made to our setup that we are aware of. Existing users attributes are updating normally without issue - does anyone have any ideas!? This started happening around the 1st March. Thanks in advanced!

Hi guys, I'm not sure if its us not looking in the right place but when a ticket is on hold the "category" button is greyed out: When trying to change this under Hornbill Service Manager > Configuration > Request Settings this doesn't seem to be available as an "on hold" setting to change. Are we looking in the wrong place? Thanks, Jack

@ArmandoDM Thank you for getting back to me so promptly on this - much appreciated. What's the normal lead time on something like this, its been like it for some time now Thanks again, Jack

Hi guys, @Hornbill Support Team @Victor @James Ainsworth Sorry to pick you out directly but we have been dealing with this issue for a number of weeks now and cant get to the bottom of it. For some reason since the upgrade to build 1805 we are getting the below error message within our tickets. In terms of BPM a task is is assigned to a ticket which is then resolved which changes the status of the ticket, its at this point the error message is coming up. If I "restart the last step" it seems to then re-process this step without issue. We haven't made any BPM changes and have "re-published" just in case. This is taking up a lot of time each day as the only sys admin to restart the last step to clear the issue. Any advice welcome! We have also got this error on 1 or 2 occasions

We are now also getting this error on some tickets. Please can someone help @Hornbill Support Team?