John C

@Steve Gillerthank you, but I am the only person with managed access and did not change this, I did change it back however!? See also the report I ran previously...

@Victorit's OK IO got it, I ran the below report and it doesn't show who changed this or when as it was only changed either today or yesterday!? Last change by report is 21/08/19...can you shed any light on this? Thanks

@Victor hello, our service seems to be impacted, do you know how I can rectify this please?

@TrevorHarris This morning I actually had to close the page and delete cookies etc as I tried 6 times to SSO and no joy...very frustrating for our end users... Also some end users cannot access the service anymore via Google Chrome and have to use Edge!!??

Thanks guys, learn something new everyday eh... @Victor can I ask if these recent outages/bugs are an issue with the newer Employee Portal as well as the current Service Portal?

Is there no way of notifying people via an email or something so we could update our customers re an outage etc? i only came across this after our own instance going down and then logged in here, kind of defeats the whole purpose no!?

Morning, I've just been informed that "You can continue to use service.hornbill.com after the 31/12/2020, at the moment the date is currently being deferred due to Covid"

This is obviously not correct either...

@Victor Cannot connect to Service manager as in live.hornbill.com/ nor service.hornbill.com??

@Victor I am not going to get into a to and fro with what I expect re service etc as that has dimminshed by now... Re the forum your mention and support etc, being a member of a forum fair enough, but one has actually paid over 5K per annum to be a "member" of this forum which others do not cost as much or near it.... Let us "all" keep things in perspective here...as previously mentioned this whole issue did stem from an error on Hornbills side...... Thank you (I won't post anything again here instead)

@Victor Apologies Victor, I thought you created it, the sync has not been working since the new API was created, 28/10 Re the poor service, I logged this yesterday and Steve sent several replies without an actual fix which I found and resolved myself this morning, about 4 hours wasted in the meantime however, plus new users not being able to log tickets etc. It would of been advisable at the time if you could of told me that this change with the new API needed configuring...this did all stem from Hornbills new update which auto installed and contained a bug of some type...

Hornbill configured this originally themselves, Bob in fact configured it... One more question while I am at it, re the API key and the expiry date, can I extend the date on this myself to reflect when I want or do I have to wait for this one to expiry and then create a new one again etc?

@Steve GillerI fixed it myself.......poor service I have to say:

@Steve Giller Below are my list of roles!? This is a small change that is needed, my guess is it would take 2 mins if I knew where to enter the new one exactly...

Going via the log it's using the OLD API KEY, all I asking is where do I change this!!??

@Steve Giller yes, it was created via the admin account which Victor used... I mentioned this re the API key earlier in our conversation yesterday, can someone fix it ASAP please? To be honest this is going on too long now, can you now remote in and take a look, our new users since 28/10 cannot log into Hornbill to create tickets etc... Is @Victor not about?

@Steve Gillerhere you go...

@Steve Giller I have populated the API key as per above and it is still failing when I run a manual sync etc... This issue actually occured on the 28th October when Hornbill pushed out an update that was giving issues, so Victor made a change and created a new API etc and it hasn't worked since, so I would appreciate more support on this..........

@Steve Giller is it the below option for each country or? This is currently blank for all 3 sites!?

@Steve Giller I have the new API but the task scheduled every night still has the OLD one obviously, where do I change this exactly?

@Steve Giller Yes, I need to change my API, can you point me in the right direction quickly please?

@Victor hello I have just noticed that since that change on the 28th October that was applied, our Active Directory LDAP sync has stopped working, which means new users created are not being populated etc, can you look at this ASAP for Ireland and US right now, see below....

@Victor I do not understand, the last ticket came through at 10:47 but no mail notifications since 08:41, the Service Desk in Ireland and the US cannot see new tickets in Service Manager? Here is API, please take a look: <removed>

@Victorexample of ticket logged but not appearing in our queue, nor are we receiving mail notifications re new tickets being logged Is there is wider issue now?

@Victor I have a bigger issue now, users logging tickets and they are not appearing on our Service Desk, I reverted the only two changes I made re the status, but tickets are still not appearing in our queue, please help ASAP?