[HSM - How to fix/access 'broken' tickets created/amended after a service manager issue]

We would like to know the steps required to fix/access 'broken' tickets created/amended after a service manager issue.

[Hornbill Asset Import - Can the utility purge the data in Hornbill prior to an import]

@Steve G,

1. It's the Asset Import parameter/query to extract printers and scanners from our database into Hornbill.

Rgds,

Izu

[Hornbill Asset Import - Can the utility purge the data in Hornbill prior to an import]

@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

[Hornbill Asset Import - Can the utility purge the data in Hornbill prior to an import]

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?

[Hornbill Data Export - Can we have more than one report defined in the config file]

I would like to know if we can have more than one report defined in the config file.

[Hornbill Data Export - Protocol and timeout error when running Data Export tool]

@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

[Hornbill Data Export - Protocol and timeout error when running Data Export tool]

 

@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.

[Hornbill Data Export - Protocol and timeout error when running Data Export tool]

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.'
 

 

[Hornbill Data Export - Database table definition]

@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

[Hornbill Data Export - Database table definition]

@Victor,

Please, could you advice on this issue.

Rgds,

Izu

[Hornbill Data Export - Database table definition]

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?

[Unable to download the API Scheduler 1.3.0 executable]

The API Scheduler 1.3.0 executable is not available to download from https://github.com/hornbill/goAPIScheduler

[LDAP Import v3.2]

I was  unable to find the CHANGELOG for V3.2 as I want know what fixes and new functionality has been implemented.

Please, could you let me know where to find the information.

Rgds,

Izu

[Asset(s) to User relationship differs between LIVE and TEST instance]

Some users are linked to more assets or one asset multiple times in the LIVE instance as compared to the TEST instance. The assets uploaded to the LIVE and TEST instance were retrieved from the same source database.

It is essential that the two instances reflect information that is similar and is up-to-date.

[Asset Import utility]

@Steve Giller,

Please, could you let me know your feedback with regards to my last post.

Rgds,

IZu

[Asset Import utility]

@Steve Giller,

Please, could you confirm if the Asset Import V1.7.3 still uses the conf.json file or has the confirguration been moved to the Cloud as it is with the LDAP Import?

Rgds,

Izu

[Asset Import utility]

@Steve Giller

Thanks for the feedback.

Please, could you let me know how to make the 'Asset Management' menu option available in our Test instance?

Rgds,

Izu 

[Asset Import utility]

We are currently running the Asset Import utility V1.3.2 and have observed that the most recent version of the utility is V1.7.3. Please, could you let me know benefit of any new functionality/fix in V1.7.3

Rgds,

Izu

[Could not connect to server Error in Service Manager]

Thanks for the feedback. I have already raised a request with Hornbill Support.

[Could not connect to server Error in Service Manager]

@James Ainsworth,

This issue (Could not connect to Server...) has persisted for a couple of days now and I would like to know if we should try the option of implementing re-indexing?

 

Rgds,

Izu

[How to extract table colums with data types used by a report]

I would like to know how to retrieve the  columns and datatypes of a table  used  in a report. I used the desc [Tablename]  keyword in the Database Direct query window but nothing was  retrieved.

[Could not connect to server Error in Service Manager]

 

@Victor,

We have been receiving this error message 'Could not connect to server' within last 20 minutes and its seems to be affecting everyone.

Rgds,

Izu

[Hornbill Cleaner utility fix]

@Steve G,

Thanks for the feedback.

Rgds,

Izu

[Hornbill Cleaner utility fix]

@Victor,

Please, could you let me know who is in-charge so I can contact the person.

Rgds,

Izu

 

[Implement a Rule on a closed mailbox]

@Victor,

With regards to this issue; there is a correction. It has been confirmed that the mailbox is in use and what is required is an auto response to a new email to log a request to the service desk mailbox with a message asking them to use the self-service portal but there are some exceptions to the rule.

I look forward to your feedback on this matter.

Rgds,

Izu