RobW

Hiya, I was hoping for a bit of advice on reporting on updates on requests from my 1st and 2nd line team...... At a high level I've found a couple of my team are resolving far fewer requests now they're working remotely however they've mentioned that with the majority of the organisation working remotely that they're encountering delays contacting users so I'd like to be able to see just how often they're updating requests each day and if possible (and better still the type of update e.g. comment / phone call etc) however unfortunately I lack the skills and intellect to work this out for myself. Thanks!

I've had complaints from my team about this too (all Chrome users - none of them like Edge) - have a couple starting later so will ask them to note the URL and cookies etc......

Can I confirm when the next service manager release is scheduled for in that case?

Hiya @Hornbill Support Team- is there any update on customer names not populating when raising a request from e-mail? I'm covering my first line team for a bit and it's frustrating to say the least.

It's all working now - our Infrastructure team reported that they were unable to find anything amiss however I have had reports from all of my team that they were prompted to log on to Hornbill again within the last 20ish minutes or so. @Hornbill Support Team - is there anything that took place which would have required my team (and potentially all of our users) to log in again?

We've noticed that e-mails aren't pulling through to Hornbill following yesterday's outage - the timing is a bit too coincidental as last e-mail appeared in Hornbill at 16:39 while the first e-mail "stuck" in Office 365 was received at 16:51 and we first noticed Hornbill issues around 16:45ish which were reported resolved via Hornbill Status twitter at 17:14. I've checked the hornbill pop3 e-mail connector successfully also checked the servicedesk account in both AD and office 365 accounts and they appear fine (was able to log into the O365 web portal and see e-mail is being delivered there) and have been able to successfully been able to send e-mail from within Hornbill so am unsure where to look next. Our infrastructure team will be investigating shortly however would appreciate any assistance in the meantime?

Morning, well, afternoon now! Has anyone else noticed issues with reports where csv files are corrupt however xls files appear ok - we have a number of scheduled reports and it appears they broke between 00:00 on the 9/11 and the next report run on 00:00 on the 10/11. Have just tried running a couple of reports which output to csv and the output is garbled so added xls to the output formats of these problem reports and once again, the xls output is fine. Thanks, Rob

Hiya Hornbill - is there any update on this issue as it's causing some frustration amongst my team........

Help, I've just had this reported to me from one of our more interesting internal users - apparently this just started recently and I haven't had any other reports of affected users (let alone which OS/browser this user is on - and unlikely to get a response before Monday from them now) I am absolutely stumped on how to progress this (I suspect that it's one for our Infrastructure team given the error message however I don't know where to start troubleshooting this (and Infrastructure are likely to send it back to me claiming they can't help) so would appreciate any pointers? Thanks!

Hi, is anyone else encountering performance issues with Hornbill - had a Cloudflare timeout while both live service manager and the admin pages were particuarly sluggish this morning. I'm working from the office so have decent bandwith (I checked......) while others working from home are also noticing degraded performance. Thanks!

HI , apologies for what's probably a very simple question - have searched high and low through our documentation and Hornbill help and not been able to find an answer so posting...... Most of our users are set up to synchronise with AD however we have a couple of accounts which are set up directly within Hornbill for historical reasons (I probably should have asked my predecessor why but I digress) - one of these users is trying to logon however they're using the live.hornbill.com/xxxxxxxxdesk link. I vaguely recall that these accounts had to use a different URL to logon but I've had no success finding any record of the URL in question - could anyone point me in the right direction to find this? Thanks!

Similar issues here - most of our reports export to csv so it's more of annoyance than an issue though.

Thanks @Nanette I've literally just seen that there was an update available for Service Manager in the last few minutes!

Hiya, we've come across an odd issue with Hornbill service manager where when raising a new request from e-mail that any attachments aren't included - have been able to replicate this myself a couple of times now with carious attachment types. There's been no changes made to the associated progressive captures or business processes (disclaimer - that I know of......have checked and I don't think so). This was first noticed late last week so we've only gotten around to replicating this issue late yesterday and then again today - not sure if it's related to the update to build 1958 as the timing would match (or just be a concidence). Has anyone else noticed this or do I have a bit more digging to do on our environment? Thanks!

Hi Steven, many thanks for all this! I've had some success pulling the information requested and it's one of those times where I have just enough Hornbill and SQL knowledge to be dangerous! I can see the Top 10 Bounced incidents widget being particularly useful in other areas too........

Hiya, I've been asked if I can pull together a report on the number of requests an individual analyst has reassigned and after a fair bit of googling and research I'm stumped (probably not helped that I'm no expert at SQL and have had limited training on Hornbill). Has anyone had to put together anything along these lines before and if so, any pointers in the right direction would be greatly appreciated! Thanks.........

Thanks Victor!

Hi @Victor - we don't have huge numbers of names changes but the majority requests for names changes tend to be weddings/divorces. Probably should note that we're looking at moving from JSON to the LDAP user import too as well.......

Hi, is there any guidance on how to handle name changes in Hornbill? The majority tend to be basic users (I've had a handful of "user" user types - we've just updated the new account with the same roles as previous) and I'd like to make sure I'm handling these properly (there's a json process which runs to create users however get the occasional blip with duplicate names) - especially ensuring that request histories are still accessible under the new account. Thanks!

Thanks @Steven Boardman! Looks like I have a bit of light reading ahead of me.......

Hiya, we have a bit of a hardware refresh going on and are taking this opportunity to tidy up our asset management. Apologies for the newbie question however is it possible to import linked asset relationships (e..g desktop and monitor(s)) or is this something that has to be done manually later? I've read through https://wiki.hornbill.com/index.php/Database_Asset_Import however can't see anything related to linked assets? Thanks!

Hi @Steve G, thanks for the advice (and apologies for the belated reply) - I don't think I'd have every found that setting otherwise!

Hiya, was hoping for some advice on an issue we recently came across when trying to import a new user....... We had an existing user called Dave Smith (for the sake of the post) and had another Dave Smith recently start - the first Dave was set up in AD as dsmith while the second was set up as dasmith however the second Dave's account failed to be imported into Hornbill. I managed to get as far as the scheduled job which handles imports - was pointed in the direction of the log files and found an entry Unable to Create User: The specified handle [Dave Smith] is already in. Turns out the original Dave Smith left a while back (AD account disabled) so we renamed the original Dave Smith's handle in Hornbill user management and then successfully re-ran the import job. Is there something that needs to be done to cater for this scenario? Apologies for the vagueness - I'm very new to Hornbill administration.

We're also having issues with Hornbill here - was slower than usual to respond about an hour ago however have just had a couple of actions time out completely.......

Hi, I was hoping someone may be able to provide some guidance on how to update 2000+ orphan requests? We tried setting up some rules to automatically create requests based on incoming infrastructure alerts - something went a bit haywire and we now have 2125 orphan requests which are stinking up our Hornbill instance. I'd rather not spend a day going through and manually resolving them so was hoping there might be a way of updating them in bulk. I've been able to export a list of the orphan requests however it maxxed out at 2000 so need to look where to increase this limit if an export will help. Disclaimer is that I'm not strong with SQL but can call on assistance if required? Thanks!