Adambingley
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Posts
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Enhancement Requests
Posts posted by Adambingley
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13 hours ago, Victor said:
@Adambingley I think the Update not working was a defect confirmed by development. We have a fix ready, afaik it will be included in the next Core UI update.
Thanks - Do you have any ETA on that?
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HI Trevor,
Thanks for your response, I have updated the URL.
However, when I try to update the metadata by posting the XML, Hornbill just hangs at "Importing Data..." with a spinning hornbill logo...
Further to this, when I try to log in, I get a new error:
Unable to load framework
Show DetailsTypeError: Cannot read properties of undefined (reading 'modules') at runAppModules (https://live.hornbill.com/(INSTANCENAME)/app/esp.bootstrap.js?rel=1710_2:370:63) at https://live.hornbill.com/(INSTANCENAME)/app/esp.bootstrap.js?rel=1710_2:456:12Thanks
Adam
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31 minutes ago, TrevorHarris said:
Apologies the metadata url seems incorrect, you should be able to access the correct metadata from:
https://hhq-p01-api.hornbill.com/(instance)/xmlmc/sso/saml2/metadata/user/live
You should import this metadata to your google SSO IDP, You will also need to click on the 'Update SAML Profile' button on your Google SSO Profile page in hornbill to update the metadata there. This should only be done after importing the metadata from the URL above.
Thanks
Trevor
HI Trevor,
Thanks for your response, I have updated the URL.
However, when I try to update the metadata by posting the XML, Hornbill just hangs at "Importing Data..." with a spinning hornbill logo...
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Hi
We have multiple email domains which means we have multiple IDP setups that log into Hornbill using SSO, however, when a specific idp is selected, we are correctly directed to log in via Google and provide MFA etc, however, instead of logging in, users are met with:
Quote403. That’s an error.
Error: app_not_configured_for_user
Service is not configured for this user.
The certificates do not expire until 2024, and the ACS URL and Entity ID in Google match our other idp settings that are working...
One thing to note, which could be related.
When we go into SSO Profiles within Hornbill, there is the following message:
Your SSO SAML Metadata Configuration needs to be updated, this can be done from the SSO Profiles page. Please see here for more detailsHowever, when we try to follow the instructions as advised by above and upload the METADATA via XML, Hornbill "hangs" at "Importing Data..." and never finishes?I'm aware we have had SSO since it was a PHP setup and our other "working" domains are still pointing at the php setup, unsure if this is related or not.One other thing is when you download the XML from the SSO profiles page you'll notice this has "BETA" in the URL?Tried setting up from scratch, still no luck.Any help would be appriciated.ThanksAdam -
On 8/20/2020 at 9:14 PM, James Ainsworth said:
Hi Adam,
My "go to" place for searching is the advanced filter on the request list. So many options to find just what you are looking for and it keeps you in the context of the request list. It works the same as a View but without the need to create a View.
Thanks for this - It's what we currently do.
It would be nice if you could just search without creating rules from the filter, rather than having to specify searching in the summary, description, raised by etc etc.
Usually an issue if you are looking up to see if a member of the team has answered a similar ticket, a fuzzy search against all tickets against a keyword would work much better for this.The top search bar seems to have this feature, but it just shows results in a random order which isn't useful at all.
This has cropped up multiple times in the past 18 months where work has been replicated unnecessarily when staff had not being able to find older occurences.
Thanks
Adam
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Hi All,
I'm aware this has been asked in the past and have previously been told this is being worked on, but wanted to just post here to have this in writing.
The search functionality in the top section makes life hard, the results that are returned seem to be in a very random order and aren't filterable once searched.
Obviously works fine if you know the ticket ref, but without that you have to resort to creating a custom view, likely to capture ALL tickets, with multiple filters to attempt to find what you might be looking for.
One great thing about Hornbill is that whole teams can refer back to older tickets, such as if a rollback was required on a change and the primary contact wasn't available, but this obtrusive search makes that very task frustrating.
Are we doing something wrong, IS there a better way, or do others have the same issue?
Best Regards
Adam
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On 5/19/2020 at 1:58 PM, Daniel Dekel said:
Hi @Adambingley,
Regarding the edit options for the Service View, what would you expect to edit if we added such option?
What service icons did you change?
Regards,
Daniel.
See Tina.Lapere post above, this pretty much hits the nail on the head.
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22 hours ago, Ehsan said:
Hi @Adambingley,
Thank you for your post. I will aim to answer your questions below.
Thank you for bringing this to our attention. I can see that there's an issue with the Search facility. We'll look into this.
We have not confirmed a date but we've already catered for the migration path to automatically redirect Service Portal links to the new Employee Portal. Whenever you're ready to switch, you can enable the automatic redirects via the Admin Tool (https://admin.hornbill.com/[Instance Id]), click on System tile > Manage Portals tile > Advanced Settings tile.
- Enable "guest.anonymous.portal.redirectServicePortalToEmployeePortal" setting.
- Set "guest.anonymous.portal.redirectServicePortalTarget" setting to "Employee Portal".
The concept of widgets is new in the Employee Portal. In the Service Portal world, the Requests list is not drag-able and certainly not configurable. The Requests widget in the Employee Portal however is adjustable in size and position and there are some configuration options (Such as filtering by Service Domain) available. I will discuss your feedback with the team.
I'm not entirely sure what you may be referring to here - Could you please elaborate on this and if possible, provide us with a screenshot?
Thanks for the responses, much appreciated, would be interested to know roughly how long until the "slimmer" request list will be available.
With regards to the screenshot request, the below shows the page, if you click a service (circled service shown below), you go to a second page, shown by the further screenshot.
This second page which looks like its used for customers to place requests doesn't look like its editable, as you can see the Icons are in the default style rather than how we changed our service icons etc.
Will this page become editable ?
Th
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Hi All,
I have spent some time configuring the layout of the new employee portal, mainly to try and make this look as close as possible to the original on "https://service.hornbill.com/." and encountered a few issues.
Possible Bug) Screenshot attached "newportal.png" shows that there's clearly a ticket for request CH00003511, however, when using the search feature it states no results found.
This works fine on the old portal see screenshot "oldportal.png" so guessing this is just a bug, possibly relating to searching for change requests or a setting maybe?Layout Requests)
1) See "newportalrequestlist.PNG" is there any possible way to increase widgets height, specifically the request widget or at least add a scroll bar rather than paginated results?
2) On requests widget, can we toggle how much details is shown or change the layout within so we get 1 line per request which would hopefully make it 'thinner' and fit more on screen rather than two which take up half the screen.
3) Add the ability to sort requests like the old portal, see screenshot "oldportal sorting.PNG"
4) Add ability to design the layout when clicked through to a service, currently this seems to look like the "default" theme.How long is the old portal going to be active so we can plan the transition, and once removed, will the old link redirect to the new portal?
Thanks in advance.
Adam
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22 hours ago, Ehsan said:
@Adambingley @HGrigsby The issue with "Logged On" in Service Manager Reports will be addressed in the Service Manager build that is due to be released tomorrow (Wednesday 12th) morning.
Thanks Ehsan, unfortunately this has not fixed the issue.
Your issue seems to be on all date filters, I was using "Date Closed" as mentioned above in my previous screenshots and this is still an issue.
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On 1/27/2020 at 2:17 PM, Adambingley said:
Thanks Ehsan, I appreciate your feedback.
Best Regards
Adam
Hi Just wanting to post here again because the reporting issue I posted about has still not been fixed.
Currently cannot run the report "Incidents Caused By Change" for a "Date Closed" of any filter such as last 365 days....
Thanks
Adam
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2 hours ago, Ehsan said:
We found an issue with creating a Custom Report based on "Logged On" as a condition. This will be rectified in the next Service Manager build. This build is due to be available in the week commencing 3rd February.
Service Manager Reports is an area which we continue to consider during our planning stages and we have already committed to undertaking more enhancements in the first half of this year. I appreciate that it is currently not as advanced but it remains one of the areas that we prioritise our efforts on.
Ehsan
Thanks Ehsan, I appreciate your feedback.
Best Regards
Adam
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37 minutes ago, Gerry said:
When you say completely broken, is there any errors being reported? None of the built in reports should be broken, its possible that something might be, and if it is we will of course fix. I am wondering if you could be any more specific?
"Is there any plans to improve the reporting?" we are always trying to improve both the way our reporting engine works and of course the reports we provide, the main issue with reporting is every customer has different needs and its not always easy to anticipate and meet these.
"I'm having to write custom reports constantly using the direct database SQL which is very time consuming trying to find the right columns and relationships between tables" if you had a distinct set of reports that you need, it might be worth feeding these back to our dev teams, in order that we can bake some of those into the in-app reporting we include.Gerry
Hi Gerry,
Thanks for responding.
No actual errors, just get "No Data Available" when there clearly should be.
As an example, using the built in report "Requests Caused By Change" immediately shows no data as soon as you apply any date filter, this seems to be the same with many of the others.Below shows a snip from the "Default Report" data, for "Requests Caused By Change"
If i then create a custom view on this report with the following criteria (or anything to do with dates)
I get the following..
All issues seem to relate to when you use the Custom Reporting, the default reports work, although they include nonsense data such as cancelled testing requests etc so are unusable.
The bespoke SQL reports I've had to create show:
- SLA compliance. (First Response, First Resolution etc) by year/month
- % Tickets raised by Analyst vs Self Service by year/month
- % ticket reopen by year/month
- % Incidents caused by change by year/month
- % staff satisfaction year/month
- Avg resolution times by SLA (This is in the reporting but the data doesn't seem to include actual working hours and cannot be filtered to show anything meaningful)You can probably produce most of these form advanced analytics, but the cost I was told was an additional 50% of our annual Horn bill spend .
Thanks
Adam
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Some of the reporting built into service manager seems to be completely broken.
I had various custom reports, that now show no data and there's no reason as to why.
As an example, the built in report "Requests Caused By Change" immediately shows no data as soon as you apply any date filter, this seems to be the same with many of the others such as reopen request count etc.
Is there any plans to improve the reporting? I'm having to write custom reports constantly using the direct database SQL which is very time consuming trying to find the right columns and relationships between tables.
Thanks
Adam
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Mine too...
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On 11/20/2019 at 11:36 PM, James Ainsworth said:
Hi Adam,
This change is still in our backlog and not yet currently scheduled. I'll be sure to update this post when this changes.
Thanks James - it will make our customers happy. at present, they get two emails one form the resolutions and one from the email if an attachment is required.
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Very interested, I've registered for the Technical session!
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On 4/4/2018 at 9:12 PM, James Ainsworth said:
I agree that attachments will not be added directly to a request when the Routing Rules are used, however this is not what is being asked. It seems that on occasion the icon that highlights that an email has an attachment is not displayed. This does normally show even when using the Routing Rules.
Hi James,
With regards to this, can 'clicking' the paperclip show you a list of attachments for you to select from, its quite frustrating having to look through the email.
Thanks
Adam
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On 2/23/2018 at 6:54 PM, James Ainsworth said:
Thanks for your posts. I will make sure that you are all added to the change.
Regards,
James
Hi James,
Has this been added as a feature yet, if not, when can we expect this change?
Thanks
Adam
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18 hours ago, Keith Stevenson said:
Adam,
Thanks for the post and clarification. I have now gone and read the ISO270000 standard around Service catalog management, which is different to what I suggested above which was us providing services to customers under 27001 etc, as you need to manage\audit the actual catalog items themselves rather than just present them for use. If I were to do this I would be tempted to have a library in document manager for each catalog item and within that have all required artifacts including full documentation, list of dependencies (assets, suppliers, configuration items\information etc within this as its then fully audit trailed and versioned ) but lett me speak with our Service Manager team and see if we can come up with a less manual way of achieving the requirements objectives.
Kind Regards
Keith Stevenson
Thanks Keith, that would be much appreciated!
If not, I'll streamline the services in Hornbill specifically to categorising incoming requests. (Feature Enhancement, Report an Issue, etc..) rather than trying to channel users down services they don't understand.
Best Regards
Adam
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9 minutes ago, Keith Stevenson said:
Adam,
We use Hornbill exclusively for all our ISO management (27001 and 27018) , Document manager for storing all our docs and artifacts and Service manager for all incident management. We have a top level service for Cloud services (Which is the area of Hornbill covered by ISO) and within this several catalog items under Incident\Change and Requests, of which 1 is Security Incident. These have their own progressive capture which is pretty basic and is based off the required data from ISO standard. The BPM for each then drives what happens to it (For example some get added to ISO boards for management to see, some will result in tasks either changes to process, documentation or software etc) but that depends on what your process says for each type of incident.
Hope this clarifies.
Kind Regards
Keith Stevenson
Hi Keith,
I appreciate taking your time for your input, this provides some insight.
What i'm trying to get at, possibly not explained very well in my original post, is, do you use the built in service catalogue for your full ITSM ISO20000 catalogue of services, or, do you use these simply as progressive captures for routing specific requests through the various BPMs and have a proper ISO20000 catalogue of services in the Document manager. Although we use a separate system for our QMS so will likely put all out SMS documents in there.
Thanks
Adam
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Hi All,
Just looking for some advice regarding the Service Catalogue.
Does anyone use the Service Catalogue as their ISO 20000 compliant catalogue of services?
The reason I'm asking is because we are often creating a Hornbill Service to make logging tickets via the service portal a cleaner solution.
As an example, to make things clear to the customer, we have a service called "Security Incident" this is obviously not a "real" service, but it allows us to send the customer down a relevant progressive capture and means we cannot use the service catalogue successfully as an ISO 20000 compliant platform.
Wondering weather I should simply create an official the catalogue of services document and ignore the Hornbill definition..
It would be nice if there was a catalogue of services, and a separate solution for the start of progressive captures with the ability to automatically assign services to specific progressive captures if applicable.
Best Regards
Adam
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Hi All,
Is there a nice way of performing or at least displaying some form of risk assessment for change requests.
Ideally, this would be build into either the progressive capture or the BPM based on Impact vs Likelihood.
If this isn't an option, does anyone have any suggestions for assisting with Risk assessments regarding change management.
Thanks
Adam
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On 10/10/2019 at 3:02 PM, David Hall said:
Hi @Adambingley
Apologies, I should have pointed you more clearly in the direction of the linked requests tab. If you raise the change from here it should pass through the summary and description for you.
Kind Regards,
Dave
Hi Dave,
Sorry, I knew where you meant, however, this does not copy the summary & description for us?
Thanks
Adam
SSO SAML Google Workspace Issue
in System Administration
Posted
Thanks - I set up a test user on this domain to do the testing, working as expected again for other users.
The point was that the Entity ID and ACS URL was pointing to a BETA address, changed the link provided from BETA to LIVE and it worked.
Will wait for the META data upload fix before we do the other domains as they appear to remain working at this point in time.
Thank you for your assistance.