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Alberto M

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Posts posted by Alberto M

    Multiple Domains for SSO

    in System Administration

    Posted

    On 11/7/2017 at 8:22 PM, Gerry said:

    You can set up any number of SSO profiles on the Hornbill platform, so you could have one SSO profile per domain.  When a user browses the portal they would need to select which profile to use when logging in.  Thats quite messy though for your situation.  

    What would be better would be for your AD admins to pick one domain to work with and then set up trust relationships to the other two domains, it should then be possible to use a single SSO profile for all users regardless of what domain/AD server they are on.  I have seen this done many times. 

    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

    Request source type?

    in Service Manager

    Posted

    @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

     

    Suggestion: automatic email notification icon in action?

    in Service Manager

    Posted

    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?

    image.png.7678ca1fa15e81a37576c332a0abedf8.png

    Cheers,

    Alberto

     

    • Like 1

    Urgent - Office 365

    in Service Manager

    Posted

    @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

    downloadOriginalImage.php?commentid=urn:buzz:comment:fc67d074-391a-4b80-add3-bb35ffe36f24&accessToken=9VakqNibHp-K4z8T0ee4Ru83j6Oo-7q6CL2ZIR3himcj4bCcY0OkNllDOM7mAm3lEGYLKRu0V2aSh683M344Mel9CP8yYqTw7fo7Bwk-Zr0BTxQJ-U39bf8SLbSNXRiZSFWYV9O2M4yzziwfVJrHx2D_MSjdsYHTZ7hxFGFGehfQi-esD-qZOr7DQAM&APIKEY=null

     

    Regards,

    Alberto

    Update request from routing emails with attached text files

    in Service Manager

    Posted

    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

     

    image.png.b85af9758eb9347f95bb735561dd5370.png

    image.png.b237f6b35fdb769332ed4cd3fde735c9.png

     

    Force a retry of queued emails

    in Service Manager

    Posted

    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:
    --sendCmdToSmtp
    readSmtpResponse:
    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.

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