Alberto M

FYI: I'm at the moment adding a new custom field in each request type we use, for each service we have: doing the same thing manually 735 times. Some automation in service configuration that would allow cloning/bulk copy data from one service into other services would be great.

@James Ainsworth, Will this be something we can do using Hornbill APIs? Do we need any special permission to use addRequestFeedback and rejectFeedback methods on Web Services API?

@Victor, we have data in custom p field, but it doesn't appear in the customization. Is this something to be fixed soon?

@Victor, FYI: it does't work again I believe you should be monitoring this, right?

Thanks, @Victor Yes, it seems to be back to normal.

Hi. We are having an issue with Hornbill. We cannot open Hornbill. Anyone else is experiencing this? Thanks and regards, Alberto

@James Ainsworth, is there a schedule for this to be released? We really need this feature!

Hi @Gerry, We need to have users from a different domain and, while searching the forums, I found this. As with this solution we avoid the need to choose the SSO Profile when browsing, I believe it will be the better solution, but I need to check it with our infrastructure team if it's somethin we are willing to do. I have, however, a couple of questions regarding our approach to this: 1 . will this solution works for both browsing live.hornbill.com/instance and service.hornbill.com/instance ? 2. having the SSO Profile created and running, is there a way - an URL - that we can provide to an external user so that person will login into hronbill with a input of user + password as defined in the accounts table? Thanks and regards, Alberto

FYI: we are still affected with this issue.

We are having an abnormal number of emails like this one as well. Can someone advise, please?

Thanks a lot, @Martyn Houghton for your help! Very useful. I forgot to check the wiki for this, my bad

@ArmandoDM, We plan to create requests from an external source using the available API and, in our testing requests we are creating before setting this live, the source fields (h_source_id, h_source_type) are appearing blank. Can we just populate these fields with something meaningful? Thanks

Hi. I don't know if this would be useful for someone else. From our service porfolio, we have several services with automatic email notifications activated, and other services where this is not activated. We have analysts working on requests from different services as well. I think it would be useful to have an icon indicating if the update action will send an email notification, or not, depending on the service/service_type email notification setting, so the analyst can be aware of it. What do you think? Cheers, Alberto

@Keith, I checked here with IE (we use Chrome) and I got that blank screen as well.

@David Hall, just to confirm: when has this been solved? I need to check which requests have been affected so I can raise a request to correct them.

@stuartmclennan We are using it in our mailbox for incoming IMAP4 emails without any problems. We had the issue I described above in the outbox.

@stuartmclennan, Be aware of the messages rate limit set in office 365. we've changed out Hornbill outbound email a couple of weeks ago to use office 365 and, after a few days we had to rollback the outbound email settings because a lot of messages were being rejected by office 365. At the moment we have out messaging team discussing this with Microsoft and we are still using our previous configuration as a workaround. Check here: https://docs.microsoft.com/en-us/office365/servicedescriptions/exchange-online-service-description/exchange-online-limits Regards, Alberto

Thanks, @David Hall, I'll raise a request and provide as much information as possible. Regards,

@David Hall, fyi, this is something that a couple of my colleagues complained about here two years ago but, for some reason, it hasn't been raised with Hornbill and got forgotten and today a colleague raised it again. Is this something you can try to reproduce and investigate? Cheers, Alberto

@David Hall, please check it. Regards, Alberto

Hello. We have an email routing rule that updates the requests with received emails. The emails are being updated in the requests but, whenever the received email has a text file attached, the update request is made replacing the original email contents with the contents of the attached text file. With this, we need to click on the email System AutoResponder generated action options and choose "View email" so we have access to the email contents. is this something you are experiencing as well, or am I missing any setting that is causing this? Regards, Alberto

FYI, @Deen, as from our security/privacy team: "They had to whitelist hornbill from Forcepoint DLP which was upgraded recently"

Last week we have changed the Hornbill outbound email to use smtp.office365.com. After some days working without issues, today we began to have non delivered emails due to the following error:--sendCmdToSmtpreadSmtpResponse:SmtpCmdResp: 554 5.2.0 STOREDRV.Submission.Exception:SubmissionQuotaExceededException; Failed to process message due to a permanent exception with message The message can't be submitted because the sender's submission quota was exceeded. SubmissionQuotaExceededException: The message can't be submitted because the sender's submission quota was exceeded. [Hostname=.(snipped out)..outlook.com]--readSmtpResponse Meanwhile we've rolled back the outbound email configuration to use the previous configuration with our internal server as a workaround while this problem is not solved and we are trying to get support from Microsoft about this.As per the Microsoft documentation here https://docs.microsoft.com/en-us/exchange/troubleshoot/send-emails/smtp-submission-improvements “In case any application or device is throttled, the application or device should be designed to retry submitting messages to make sure that the messages get sent.” It would be nice that Hornbill could have a setting or a feature that allows the emails to be forced to retry in some situations. We've lost several hours of missed sent emails with this.

Thanks, @David Hall. I'm keeping track of the affected requests and I'm asking its owners to check with the users which should be the correct star ratings. Once this is fixed, I'll raise a request with the requests list and ratings so they will be updated. Regards,

@Daniel Dekel, we already have 6 requests where the star rating is set to 1 resulting from this issue. Once fixed, will it be possible for Hornbill to correct the database if we provide the list of requests where this happened?