Steven Cotterell

Glad it's not just us affected following the statement that ALL instances have been patched.

Hi, This is affecting us too - please can our instance be patched. We validated the error was occurring only 15 mins ago. Thanks in advance. Steve.

Good morning @Victor, were you able to make any headway into investigating why we cannot get the fields to stay in the order I put them? I'm forever getting questions asked when this is going to be corrected. Thanks in advance. Steve. @James Ainsworth, is there anything you could help with here maybe? Cheers.

Massive thanks 'Hornbill' folks - the quick resolution is really appreciated, especially at this time of year. Great job!!

All, its working for us now - please check yourselves.

@JO_7001 Looks like a lot of people affected - this looks to be the most popular thread.

Same for us too... has anyone from Hornbill acknowledged any issue yet? Also affecting our 'Customer Portal' too - so none of our external customer who we support can reach out to us.

Thanks @Steven Boardman, I can confirm the issue is now resolved. Thanks again folks.

I can see the update has gone out - getting this confirmed and will update you ASAP.

Thanks @Steven Boardman, was hoping it was a quick fix. Cheers.

@AlexTumber Hi there, are you able to help us with this one - this could be affecting others, not just us. Cheers.

Hi, Our customer 'contacts' are unable to re-open tickets again following a recent update to Service Manager. We are on the following build versions and yesterday I updated our instance of Service Manager. When clicking on the "It's still broken" button we are seeing this error in Chrome's Developer Tools console. Is anyone else running on 1781 who is seeing this issue please? Also, could someone from Hornbill look into this please. Thanks Steve.

@Gerry, I agree with @Martyn Houghton here. A password should have a configurable life duration. As this expiry date approaches a notification should be sent and/or if you login you should get an on-screen notification. After the expiry date you should be forced to change your password. There should also be some settings that block people using the same password again to go alongside the other Password Policy settings. Thanks for the response Gerry.

Thanks @James Ainsworth, we were not aware that it was possible to enable duplicate email addresses for contacts. This should solve this particular issue. Brilliant!!

@Victor, this worries me as I was about to use the Contact Importer tool to bulk add some contacts for an existing Organisation, plus if this goes well, add a bunch of new contacts to a new Organisation. Is this version the correct, non-buggy one??? https://github.com/hornbill/goDb2HcontactImport

Hi, We have a new external customer that we are going to support and I have created an Organisation for them in Hornbill. They have a service desk team of approx 20 people and their IT Security team are requesting that they have individual logins to Hornbill (so I would set up 20 unique contacts, associate them with the Organisation and give them Customer Portal access). They have requested that whenever we send any email comms (using the Email action) relating to & from the request, the email goes to the person who logged the request, and the email also goes to a group mailbox address that all the service desk team have access to. The reason for this is that the service desk team operate in a shift rota and if we communicate out via an email, currently it will only go to the requester and not get looked at until they come back on shift, unless we always remember to manually add the group mailbox address directly to the email, or (if at set-up time, we add the group mailbox address as a contact,) always add the group mailbox contact as an 'interested' person then manually add the interested person to the email comms. Is there any way that on a per contact basis we can say that both their email address & the group mailbox address will ALWAYS be selected, or at an organisation level, all emails to contacts will also always go to the group mailbox address. Not all our external customers operate in this way so to have it left to a 'human operation' to add this group mailbox to the email comms is not practical. If we can get something working for this new Organisation, I want to be able to move two of our other Organisations to this model (remove their 'generic' logins to the customer portal and give all their service desk personnel their own logins, to help us spot things like, which contacts are consistently logging requests with us that are woefully missing the right information or are just being logged using the wrong Service Item, etc....) Thanks in advance.

Morning folks.... @Gerry, is there anyone that can give us a steer as to when we might be able to expect this functionality. Our new customer is chasing has chased me twice on this since I visited them on Tuesday. Cheers.

@James Ainsworth / @Gerry, Is there any update on Martyn's request about expiring Customer Portal passwords after a configurable period of time. We have been asked this by a new external customer who are very hot on their security. Cheers Steve.

Thanks so much @Victor - a veritable wealth of knowledge as usual. As a 'reward', here's a little joke for you..... How many 'Hornbill' Sith Lords does it take to change a light bulb? None. It's already on the dark side. Thank you, I'm here all week......

Hi @Victor, @Martyn Houghton, anyone else, Can anyone let me know how I can make the Priority of a request visible to a contact in the Customer Portal. I need to make this visible urgently for a customer demo. Any ideas folks please?? Cheers. Steve.

@David Longley, I'm just about to attend a new customer site & urgently need to know this setting. Would you be able to share the setting please? Cheers Steve.

Great. Thanks for the info @Gerry. Much appreciated.

Hi, I can see from the Hornbill App Store that this product is £19 per agent/month. How does the licencing work please? If we took the product, we currently have 32 Service Manager licences/users, would this mean an additional £19 would be bolted onto the each one of those 32 Service Manager users or is it £19 for every user with a certain 'Customer Manager' role applied to them? Thanks Steve.

Thanks @Victor. Do you have any idea if something is being actively worked upon to bring out a Github tool or something?

Do you think this would be chargeable @Victor? I'm hoping as an activity that would not be done very often, the answer might be "no".