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Izu

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About Izu

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  1. The Asset Import utility v1.9.0 was executed to test the removal of values for a specific field using the '__clear__' as clearcolumn in the SQL statement within the config file but it does seem that the utility inserts a new duplicate record for each asset record instead of updating the existing asset by clearing the value in the existing field.
  2. A user has identified that emails sent to a Hornbill shared mailbox is received successfully but it does not have the sender's details which is required when creating a new request.
  3. We have observed that the [Handle] attribute is used for only one user at a time hence users with the same first and last names are not imported after the [Handle] has been used. We would like to know if there is an alternative option whereby we can overcome this obstacle.
  4. We would like to know the steps required to fix/access 'broken' tickets created/amended after a service manager issue.
  5. @Steve G, 1. It's the Asset Import parameter/query to extract printers and scanners from our database into Hornbill. Rgds, Izu
  6. @Steve G, Thanks for the feedback. We will have a look once again. Furthermore, Please, could you let us know: 1. The parameters/Query to use in order to extract printers/scanners. 2. How to remove Assets that no longer exists in our database during the Asset import run. Rgds,, Izu
  7. In order to ensure that the [Asset Management] function reflects the current state of assets and the user-asset relationships; Is it possible for the utility clear the existing data prior to an import?
  8. I would like to know if we can have more than one report defined in the config file.
  9. @Victor, We have carried out a series of test on versions 1.2.0 to 1.5.0 and would forward a summary of the outcome to you . Rgds, Izu
  10. @SamS Below are the responses to your questions: 1. Can you confirm that you are NOT using a proxy? and that the following URLs are whitelisted? We use the same proxy server for all Hornbill related network traffic. furthermore the listed URLs have been whitelisted. 2. Could you please confirm that there is no proxy in use(*). There is a proxy server in use. 3. Could you please confirm that there is no Firewall limiting outbound traffic over https (admittedly unlikely, but the firewall might have a white-list(**) of which applications are allowed to make the connection). Our Infrasturcture team has had a look and can cofirm that there are no firewalls limiting any hornbill network from the dedicated server. 4. Could you please confirm that there is no Virusscanner which might be blocking ports/traffic (even less likely). None 5. Can you confirm that https://eurapi.hornbill.com/INSTANCENAME/xmlmc/ opens to page within the browser (the browser would likely use the proxy, so a no-show of the page would only mean that there is most definitely something misconfigured on the network side). No, it doesn't display via the browser on the server. (*) IF you are using a proxy, please double-check that you have implemented the section under HTTP Proxies : https://wiki.hornbill.com/index.php/Hornbill_Data_Export#HTTP_Proxies Yes, this has been applied for this utility and all Hornbill utilities. (**) The URLS to white list are as follows: https://files.hornbill.com/instances/INSTANCENAME/zoneinfo - Allows access to lookup your Instance API Endpoint https://files.hornbill.co/instances/INSTANCENAME/zoneinfo - Backup URL for when files.hornbill.com is unavailable https://eurapi.hornbill.com/INSTANCENAME/xmlmc/ - This is your Instance API Endpoint, eurapi can change so you should use the endpoint defined in the previous URL In ADDITION to this, please visit https://files.hornbill.com/instances/INSTANCENAME/zoneinfo and note the "endpoint" in that result. THAT resulting URL ALSO needs to be white listed. All these URLs have been whitelisted.
  11. I have been unable to proceed wit the Hornbill Data Export process as a result of a protocol and timeout errors.. Below is the most recent error message: retrieved from the log file: 'A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.'
  12. @Victor, I have had a look at the entity viewer but there is no option to script out the table definition. Please, advice. Rgds, Izu
  13. @Victor, Please, could you advice on this issue. Rgds, Izu
  14. As the table needs to be defined in the database prior to running the data export process; Is it possible to extract the exact Hornbill table definition rather than rely on the definition generated by the import/export process which utilises generic values?
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