Paul Bierton

The new update to the UI is great, so much better to fill the whole screen rather than the center , however Is it possible to change the 'is-unassigned-to-team-1' CSS class colour, the light salmon is not a nice colour and is really distracting when its on a pale background. Could a setting be added like there is for webapp.view.ITSM.serviceDesk.requests.list.unreadColour?

We too are having an issue, inspection the console gives the following error

@Keith Stevenson I tried to add the account this morning using just the password (with 2Factor enabled).

Im happy to revisit, for now we are glad to have the emails sending. I will run a test tomorrow to get the required error messages and provide

Classic Auth rejects the send as well and points you towards the App Specific Password Edit: saw the post as I posted this one

We have resolved this by using the DNS routing and adding a valid SPF Record, However the downside of this is that the outgoing emails are no longer within our mailbox. Its not fixed by any means, but for now we are up and running and would much rather send via OAuth2 if Hornbill can get verified to use it. Thanks for your help @Keith Stevenson

@Keith Stevenson If you re-read my post I point out Which in turn mean I did exactly that, however the Google Connector is not verified with Google, thus get an error and can only access the Calendar. I appreciate the assistance and apologise if my replies sound short and exasperated.

So, ive just spent the morning going through a whole host of things with Google and also testing the settings that @Keith Stevenson Pointed out. We still have errors and are unable to send. In google we disabled 2factor on the account in question. Tried signing in with the username and password but it was rejected as we werent using an application password, so we tried with the application password with 2fa enabled, this also failed. This brought us on to this @Steve Giller https://support.google.com/accounts/answer/6010255?authuser=4&p=less-secure-apps Whilst this doesn't immediately affect us it soon will. Google are discontinuing their support for less secure applications in May, which meant we lookgin into enabling OAuth for sending, only to find out that using your Google Connector you can only connect to calendars as Hornbill is not verified with Google. If I click Advanced and Continue I can only share the Calendar with Google. and cos of this its not viisble within the OAth Settings of Send Mail. So currently STILL as it stands we cannot send emails and its causing no amount of issues, just by changing a password We declined as customer success call as we were more than happy with Hornbill but currently Im inclined to have a conversation just to raise this issue. @Keith Stevenson You were correct in forming me that it will test once, to which this does and successfully sends the email, but doesnt send on the scheduled sender.

Yeah We are usually reliant on the Hornbill notification for such things, shouldve checked

@Keith Stevenson Further investigation shows that Gmail doesnt support OAuth for email. Going to contact Google to see what options we have also.

@Keith Stevenson were getting this error now - We use 2 Factor Authentication, so This option is no longer available. SmtpCmdResp: 535-5.7.8 Username and Password not accepted. Learn more at SmtpCmdResp: 535 5.7.8 https://support.google.com/mail/?p=BadCredentials m9-20020a05600c4f4900b00389e8184edcsm351494wmq.35 - gsmtp gmail_hints: To send email via GMail using login/password authentication, your GMail account must be configured to allow for "less secure apps". See https://support.google.com/accounts/answer/6010255 Otherwise you need to use OAuth2 authentication. Examples for GMail SMTP OAuth2 authentication are available on example-code.com under the SMTP category. Is there any documentation for OAuth and Gmail? We already use SSO with Google.

@Keith Stevenson Ive now set the password in the new section, But still no emails are going out - just sat in the Outbox still. Edit: Looks like there might be a resend delay on fail, Ill check back shortly.

Well who knew, I thought that was just user preferences. I dont recall seeing any patch notes relating to the change, we normally get a Hornbill notification of such new features. Ill have a look in there.

@Keith Stevenson I open live.hornbill.com > Administration (which takes me to admin.hornbill.com) System > Email >Domains > Add Password > Press Save Raised a New Ticket, Go No email for Raising a Ticket, The email to say its been raised is sat in the outbox. So Emails are not flowing as expected. (Ignore the Sent error thats a user with a missing email) Whether admin.hornbill is being deprecated or not, the current ability to edit these credentials isnt available in live.hornbill and as a result, we even with a single submission (not a retest) able to send mail.

This is now Urgent - We have spent 3 days being unable to send emails from Hornbill due to this issue - the ability to send emails is a CRITICAL core component of Hornbill and how we service ours users. We can receive the emails but cannot send to our end users. I have tried multiple times to add the password here: Each test is successful, you press SAVE CHANGES and then exit the page. Go back into the Page and press Test, the test fails. Something isnt right.

We've had to change the password on the SMTP mailbox (Gmail) that we are using to send out Service Manager email. Im using an application specific password due to it being a 'Less Secure Application' in Googles eyes. When you initially test the account with the ASP, it sends the email is is received via the tested emails account. Press Save to accept the changed credentials, then Retest and we get the following error. Unable to send test message to the specified recipient ChilkatLog: SendEmail: DllDate: Feb 9 2021 ChilkatVersion: 9.5.0.86 UnlockPrefix: HRNBLL.CBX102021 Architecture: Little Endian; 64-bit Language: Visual C++ 2019 / x64 VerboseLogging: 0 Component successfully unlocked using purchased unlock code. sendEmailInner: renderToMime_pt1: createEmailForSending: Auto-generating Message-ID --createEmailForSending --renderToMime_pt1 sendMimeInner: ensureSmtpSession: ensureSmtpConnection: smtpParams: SmtpHost: smtp.gmail.com SmtpPort: 587 SmtpUsername: <REDACTED> SmtpSsl: 0 StartTLS: 1 --smtpParams smtpConnect: smtpHostname: smtp.gmail.com smtpPort: 587 connectionIsReady: Using existing/open SMTP connection to send email. --connectionIsReady Reconnecting because the connection has been idle for too long. smtpSocketConnect: socketOptions: SO_SNDBUF: 262144 SO_RCVBUF: 4194304 TCP_NODELAY: 1 SO_KEEPALIVE: 1 --socketOptions --smtpSocketConnect smtpGreeting: readSmtpResponse: SmtpCmdResp: 220 smtp.gmail.com ESMTP f13-20020adff8cd000000b001f03439743fsm1047731wrq.75 - gsmtp --readSmtpResponse --smtpGreeting startTLS: sendCmdToSmtp: SmtpCmdSent: EHLO live.hornbill.com<CRLF> --sendCmdToSmtp readSmtpResponse: SmtpCmdResp: 250-smtp.gmail.com at your service, [87.117.243.10] SmtpCmdResp: 250-SIZE 35882577 SmtpCmdResp: 250-8BITMIME SmtpCmdResp: 250-STARTTLS SmtpCmdResp: 250-ENHANCEDSTATUSCODES SmtpCmdResp: 250-PIPELINING SmtpCmdResp: 250-CHUNKING SmtpCmdResp: 250 SMTPUTF8 --readSmtpResponse sendCmdToSmtp: SmtpCmdSent: STARTTLS<CRLF> --sendCmdToSmtp readSmtpResponse: SmtpCmdResp: 220 2.0.0 Ready to start TLS --readSmtpResponse TLS connection established. --startTLS ehloCommand: sendCmdToSmtp: SmtpCmdSent: EHLO live.hornbill.com<CRLF> --sendCmdToSmtp readSmtpResponse: SmtpCmdResp: 250-smtp.gmail.com at your service, [87.117.243.10] SmtpCmdResp: 250-SIZE 35882577 SmtpCmdResp: 250-8BITMIME SmtpCmdResp: 250-AUTH LOGIN PLAIN XOAUTH2 PLAIN-CLIENTTOKEN OAUTHBEARER XOAUTH SmtpCmdResp: 250-ENHANCEDSTATUSCODES SmtpCmdResp: 250-PIPELINING SmtpCmdResp: 250-CHUNKING SmtpCmdResp: 250 SMTPUTF8 --readSmtpResponse --ehloCommand --smtpConnect --ensureSmtpConnection ensureSmtpAuthenticated: smtpAuthenticate: No SMTP password or OAuth2 access token provided. Skipping SMTP authentication because no login/password provided. smtp_host: smtp.gmail.com smtp_port: 587 smtp_user: <REDACTED> auth-method: NONE smtpAuthMethod: NONE smtpAuthenticate: login_method: NONE or already authenticated --smtpAuthenticate ConnectionType: SSL/TLS --smtpAuthenticate --ensureSmtpAuthenticated --ensureSmtpSession sendSmtpEmail: sendWithPipelining: sendMailFrom: mailFrom: do-not-reply@live.hornbill.com sendCmdToSmtp: SmtpCmdSent: MAIL FROM:<do-not-reply@live.hornbill.com><CRLF> --sendCmdToSmtp --sendMailFrom sendRcptTo: sendCmdToSmtp: SmtpCmdSent: RCPT TO:<REDACTED><CRLF> --sendCmdToSmtp --sendRcptTo sendCmdToSmtp: SmtpCmdSent: DATA<CRLF> --sendCmdToSmtp readSmtpResponse: SmtpCmdResp: 530-5.7.0 Authentication Required. Learn more at SmtpCmdResp: 530 5.7.0 https://support.google.com/mail/?p=WantAuthError f13-20020adff8cd000000b001f03439743fsm1047731wrq.75 - gsmtp --readSmtpResponse readRcptTo: readSmtpResponse: SmtpCmdResp: 530-5.7.0 Authentication Required. Learn more at SmtpCmdResp: 530 5.7.0 https://support.google.com/mail/?p=WantAuthError f13-20020adff8cd000000b001f03439743fsm1047731wrq.75 - gsmtp --readSmtpResponse bad_address: <REDACTED> --readRcptTo readSmtpResponse: SmtpCmdResp: 530-5.7.0 Authentication Required. Learn more at SmtpCmdResp: 530 5.7.0 https://support.google.com/mail/?p=WantAuthError f13-20020adff8cd000000b001f03439743fsm1047731wrq.75 - gsmtp --readSmtpResponse smtpRset: Sending RSET command. smtpSendGet2: sendCmdToSmtp: SmtpCmdSent: RSET<CRLF> --sendCmdToSmtp readSmtpResponse: SmtpCmdResp: 250 2.1.5 Flushed f13-20020adff8cd000000b001f03439743fsm1047731wrq.75 - gsmtp --readSmtpResponse --smtpSendGet2 --smtpRset --sendWithPipelining --sendSmtpEmail --sendMimeInner --sendEmailInner Failed. --SendEmail --ChilkatLog We have access to the account and can send normally through that email. Just not hornbill. Please Advise

Ill admit, I didnt search - was in a rush sorry

Since the latest update to the font awesome icons the feedback stars have disappeared and are no longer clickable for customers in the customer portal to provide a star rated feedback. I have tested this on Chrome, IE and Firefox to determine its not a browser issue and attached a screenshot.

Hi James, We've ditched the boards and moved to use the Service Manager Boards instead which is doing everything we needed. We just wanted to have a public board. Thanks for the help Paul

All Users of the boards have access who need it, our basic users do not have access to the boards, but can obviously use the service side. I know it should realistically skip any non existing cards (as the flows we used never even made it to the board) but instead we get that error. I can recheck the users permissions, but it errors for me as well and I have super user and board super user roles.

Actually We still have an issue since that change. The change raises this error on all flows. Is it becuase the card doesnt exist on the Board unless it meets the SLA Criteria?

Fabulous, Thanks James exactly what we needed.

Hi all, We have started using boards for tracking which tickets are due to breach our Urgent and High SLA's however once the ticket is resolved I cannot get it to remove from the boards. Ive looked through the posts I can find here as well and tried a few things including the inverse of this: But alas no luck. I have attached the BPM i am using to test with currently, essentially on resolution I want to remove the card from the board. Thanks other-request.bpm.txt