Chris Bardell

Hi All, I have just noticed when viewing a request on the Self-Service Portal the font changes from the main Employee Portal view. Here is the main views font and size. Within a request on the Self-Service Portal, the whole page changes to this font. Will the main Employee Portal screen be changed to match this font? I'm not commenting to say its bad - i quite like the new font apart from my OCD doesn't like that our Orgs Name isn't all on one line anymore.

Hi All, I have uploaded a new document to Document Manager, and I would like to hyperlink this in a PCF. To get the link to the document I have copied the link from here: And placing the URL into a PCF. However, when users are logging a call using the Self-Service Portal and are trying to view the document, they get the following message appear. I have also tried copying the URL from this link and placing into the PCF however, the same message appears. If you select Direct Link you can quickly notice the page gets redirected from live.hornbill.com…. to mdh-p01-api.hornbill.com… I have been able to do this in the past. The document has been published to a library where all basic users can view. All other documents that I have done in the same way in the past their URLs go to live.hornbill.com not to mdh-p01-api. Thanks, Chris

I have noticed something that might be good as an additional feature, feel free to correct me if its already in place or if i am doing something wrong here When raising a request through the Self Service Portal users have the option to 'Paste Images Here' when adding any attachments to a call. When an Analyst/Service Manager User uses the same capture they can only upload an attachment and not copy and paste. When analysts log calls and want to add any attachments to the call they have to use (for example) Snipping Tool then save the image and then press upload attachment and navigate to where they saved the image and then upload it. It would save analysts/Service Desk members of staff several clicks if we had the option to paste the image in the same way users can in the Self-Service Portal. Chris

Hi Dan, Thank you for this information. In most of our other BMP the Analyst will select the priority however, in this case as its a quick log call i don't want an analysist to select a priority, category and assign to a team as this will waste time. The purpose of this BMP is just to quick log and close calls that take our helpdesk 1-2 minutes to resolve, for example password resets. In all other instances they would use another service and/or progressive capture to log calls. In these cases it requests them to assign to a team, select priority and category etc. Just to clarify, when this call is getting logged it switches from the Default Rule to our P4 rule? If so, it does show this in the Timeline from switching between the Default Service to P4. This is the Default Rule Service Level.

Hi @DanielRi, No worries. Thank you for your help also. Screen shot as below for you Hopefully this is what you mean by Service Levels? Chris

Hi @DanielRi The response target i have placed below for you. Working Time Calendar: Hope these help. If you need a copy of the BMP and the progressive capture i am more than happy to provide these. Chris

Hi All. I have created a Quick Log Call capture for things like Password Resets etc for our Service Desk to use. I have created a separate business process for this also. However when using this progressive capture and business process it fails to mark the response time even know the node is there. I have tried to troubleshoot this by adding a Write Response success/failure to timeline message. On the call the timeline shows: Also tried on the Mark Response Time when it gets past this marking the checkpoint. The checkpoint is marked also. This issue is really intermittent sometimes it will mark the response time sometimes not. Then sometimes it will mark the response time but fail the resolution. Just raised a further call using the same BMP and Process Capture but this time its mark the response and resolution. We have had this issue for a while now and when setting this up before Go-Live of Hornbill we could find a way to fix this.

Hi All, Is there something that would be possible - when a call has been marked as resolved is it possible to configure something so the end user isnt able to update the call by email? Thanks, Chris

Hi @TrevorHarris It was taking around 30 seconds or so before it would re-direct the page to our ADFS Login page. We managed to find the issue. The issue was with our ADFS Server, the server was performing at full capasity. After a reboot of the server everything was back to normal again. It now re-directs to ADFS in around 1-2 seconds Thanks for getting back to me on this one. Another quick question if that is ok, is it possible with ADFS and Hornbill to configure it in such a way that is seamless, so when members of staff select Sign In With Single Sign On it will automatically authenticate them with there Windows Login? At the moment we have it configured so when members of staff select Sign In With Single Sign On it then re-directs to our SSO page and asks them to login with there Windows Username and Password. Chris

No to sure if anyone else is experiencing this on there instance but we are experiencing real slowness when selecting Log In With Single Sign on and then it redirecting the page to our SSO logon. I am not really to use if this would be a local issue with our ADFS (SSO) Server or the Hornbill page redirection? The issue started when the changes were made on Tuesday. Masked out our server name.

Just tried this but its still doing the same thing I have also just tried turning off the backup of the App to iCloud.

I have installed the Hornbill App onto my iPhone 11 Pro however, when trying to open the app it crashes instantly and closes down again. Tried to re-install the App, update my phone to iOS 14, restart, force restart. Removing all the Apps saved data. I can't seem to get the app to work. Any ideas please Chris

Thanks Steve, as you mentioned the LDAP import last night ran as expected. Many thanks for your help. Chris

Hi @Steve Giller Many thanks for your help that has got it working again - new users have imported in. When our next scheduled import is due to run are we to expect issues similar to the one i reported today? I suppose at this point in time its more of a we will have to wait and see tomorrow. Many thanks again.

No new users in AD are being imported into Hornbill. Our LDAP import has failed since the 02/09/2020 at 01:00am. I have been on our server and updated the LDAP User Import program to V3.9.0 and upon running a dry run it states, [ERROR] Unable to run import, a previous import is still running Looking on Hornbill under our LDAP Import > History. Its stuck saying Running on the import dated 02/09/2020? How would we fix this, can we manually stop this import running so i can try a another dry run? Help!! Chris

Same is happening here to, i thought i was going mad!! I will await the change next week :)

@David Hall Hi David, We have managed to resolve the issue, our anti-virus software Sophos was blocking one of the connections. We have now allowed this through and testing again its working as expected. Kind Regards, Chris

@David Hall Hi David, thank you. i will pass this to our Infrastructure Team, they have asked the question of do you guys have a list for browser specifications? Chris

This morning we have gone live with Hornbill, when using IE we are getting the error message. Could not connect to server (Error Code: -1). It is working ok through Chrome and Edge. Any ideas what might be going wrong here.

Hi All, I am wondering if anyone is able to help us please. We have configured Single Sign On on our instance and it appears to be working however when going to our instance by IE or Chrome it is promoting for login details (Username and Password), we want to configure it so its seamless and no logon details will be presented to our end users - it will automatically passthrough and log them in. We understand from the Wiki pages this is possible. Anyone got any ideas how to configure ADFS or IE & Chrome to allow seamless login to work. We have tried the Microsoft Website and this didn't help unfortunately. Unfortunately, we have never used ADFS before and are a little stuck. Any advise anyone can give would be most appreciated Many thanks, Chris

Hi @Chaz, I just noticed Hornbill Service Manager had an manual update i could do. I have just updated Service Manager and it appears to have gone back to normal and the logo is now displaying correctly. Now using Service Manager build: 1967 . Maybe a bug in the previous build? Chris

Hi @Chaz We are using the Employee Portal (live.hornbill.com/instancename) Values are below for you. This was fine and working up until the update that happened last night to Service Manager? Hope this helps, Chris

Our instance update last night automatically, ever since the update the Logo now is stretched. It never used to look like this before the update? I have tried to change the size of the logo within the employee portal settings but to get it to a size where it doesn't stretch i have to make it really small.

Hi All, I am currently setting up the employee portal for use. It lists all our services but there is a scroll bar for some reason. A couple of the services are 2 lines, would it be possible for the my services widget to move down slightly to stop the scroll bar? Anyway we can get around this? In total we have 6 services showing. Chris

Hi All, Is it possible on the Employee Portal to have multiple lines of text rather than one line on the title (name)? If not, is this something that can be added please? For example, on the Employee Portal i am configuring for our Organisation, we would ideally like on the title (name) 2 lines of text rather than just the one. First Line: NHS Trust Name Second Line: What the portal is. Many thanks, Chris