Paul Welby

@Steve GillerYes, our Hornbill has been packaged for IE and this is still an issue. Thanks

We received the below email from Hornbill at the beginning of August. The change was implemented that day, since we have made this change, we have had issues with users not being able to see their own calls on the self service portal. also, if a call is set up on a customers behalf by our first line service desk, again, the customer is unable to see the call. Has anyone else had this problem and are Hornbill aware? This email originated from outside of the organisation. Do not click links or open attachments unless you recognise the sender and know the content is safe. Dear Paul Welby We are writing to you with in relation to your Hornbill instance cyc , We have identified a potential data visibility issue when searching for requests. In a small number of cases it may be possible for a team member to view the preview text of a request update from the request timeline search on a call that they should not have visibility of. In order to exploit this, the user is required to be logged into the instance, requires that the team member be part of a hierarchical group structure and be assigned to at least 1 of the higher level teams separately. This issue was reported today, and we have already corrected the issue in relation searching for new requests, however historic requests require an index rebuild in order to prevent historical searches from exhibiting this problem. We will be scheduling an index rebuild for the affected index on you instance during the course of next week, However, should you feel this is more urgent on your instance, you can perform this re-index yourself at your earliest convenience, following the instructions below: - 1. Login to the Admin Portal 2. Choose System->Data->Index Storage 3. Click the refresh icon next to Hornbill ITSM Timeline 4. Set Options to ALL 5. Set Page Size to 25000 6. Tick the Option for I Confirm 7. Click Process The re-index process will start and run in the background. Depending on data size, this could take several hours, but during this time, your instance will continue to function as normal. We take security issues very seriously, and we thank you for your understanding. If you have any questions or concerns, please do contact our support team. Kind Regards, Hornbill Cloud Services Team

@Steven Boardman non of the export types are working and this has now been reported by quite a few users within our Organisation.

Hi, We are unable to download any new or existing reports and get the following error message 'Error - Failed to save downloaded content' I have checked with a colleague and they are also getting the same error message. (see attached) Any advice would be appreciated

The first time that a user logs onto Hornbill that day, they get the attached 'Turn on Automatic Update' flash up, if you go into the settings as advised, the automatic update button is off anyway. I am not sure if this happens for other sites or is it just us? How can we turn this feature off permanently? Many thanks Paul

Good afternoon, Is Hornbill within scope for WCAG 2.1 and if so what are they doing regarding this? Many thanks Paul

Thank you @Victor & @TrevorHarris

Hi, Is anyone aware of whether the below change will impact Hornbill? Apologies in advance for the information overload The specific change is related to cross-origin cookies, where cookies will no-longer be promiscuously shared between web origins by default, instead requiring them to be explicitly allowed. This may impact some system integrations, such as those using federated logon or where authenticated resources are shared between different web systems within a distinct browser session. With the stable release of Chrome 80 this month, Chrome will begin enforcing a new secure-by-default cookie classification system, treating cookies that have no declared SameSite value as SameSite=Lax cookies. Only cookies set as SameSite=None; Secure will be available in third-party contexts, provided they are being accessed from secure connections. Chrome first announced<https://links.ifttt.com/ls/click?upn=f94OggwzyIzwmwHd8yRaokQ3pZXcL-2B33BU2Gn2W6ZjVDyacfBbDLEYewFVXt8cdr7s8RVRlhGKAPB96oJLvIJl-2BnCzK1dvDhosl1-2Buwq9FgsNXAbovWXbdO6gT0EHhqnskim_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMnj2sVzCcmDbJPDoQrbWM3VwfpmAi27Vv6FlUC9h-2FnorL14fz50vzEvsAqObsfx4nMWqP94t6fp1waWPmc-2FR9adrDe7bcajCwGE4MfH8lkaV42-2FN3dKczYTvB6XvR9JOYW9qjuGPZSAVw4MVv2QSAtGR123dsrBBppMh2T6XjNXBfnwaqisG9SYslruHehf1Ze> this change and published developer guidance<https://links.ifttt.com/ls/click?upn=xOfceOCSwAUiDOty8Z8r3VQkGaLCzJxQGwXR4y3KCOaCbp10epIN8oS3R-2BTfT31QV7rBawbCrR0aLDdOO2-2FL6w-3D-3DIpzM_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMnHyBzEmpMgn8URHvvf6L1jwhCFAVLjDkHCR-2FeDRWaKlF6Y1JsZo-2B5PFTZXHVBOuGVtCMJnHdVmFiZI85OKSom3JNW6S1atIvHrtsl1w24yOLS0zbDZiVHr65ooK0u-2FU57oTbsZXcyTCjLnVNKyIweaffa471QUjaWaxqWP5xHhFjRp60s5iM4-2Bf7YD0bGAOyg> in May 2019, following up with a reminder<https://links.ifttt.com/ls/click?upn=f94OggwzyIzwmwHd8yRaokQ3pZXcL-2B33BU2Gn2W6ZjXBuU9FWb-2F-2FpkWpQnzrBLG88JoEEGXkuxcnTaymsYChNSesZl4bVCa-2BR05T-2F5Y-2BpCk-3D6mid_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMnS-2FUTcg9lVFC-2FTOzqyiakbPif5AsWppb8FGosQQUD6K6efGqv5QqsC6pzdUGNAzPJe8ne2IZONGdcf4yII5GW5TcTc8mcD1hOezeyYBkBwFOGEdTRM29i2w6b2ur5P8IGWESNueo5JMJGoeOd9P6TaaeydpZIpbeb-2FgA1Kbo8JolURo4FBfRFGZj3gOMoUsfA> and additional context in October 2019. As the rollout approaches, please review the video and information below to make sure you’re ready and know what to expect. Launch Timing: The stable release of Chrome 80 is scheduled to begin on February 4. Enforcement of the new cookie classification system in Chrome 80 will begin later in February with a small population of users, gradually increasing over time. To get the latest information about the rollout timing and process, monitor the SameSite Updates page<https://links.ifttt.com/ls/click?upn=udKeHIoEKLKReXATzSeZvcFZF9dk-2FXWUe7lpDJ3nJGb68GPH6ltT4Jrmi-2Bo3CtnCL6-G_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMnm2iontyQzsBaDtpx3zHZbml0oysQWOuxC-2FcvZeTs-2BtJQgNCoAB1tyh2p23ijsddaX-2Fa-2BnL-2BC-2FTbMV40uwtyy-2FN5g5zhgXklg2f4i7sEeYyOH6Xi3KtQpUxbkB-2FZqqoUdBINiAqSkKhoxGoe5GQebfZN8RQBsQA8meXOS6fWJNzTGP8DyKvDmXHbi8ImgLdlo>. To see if your browser has been updated, you can visit this page<https://links.ifttt.com/ls/click?upn=tYG-2BdewwMlQqcHiINRPM2Zjyj23huLXFA9yHd5oT0-2FbEwB00fkd2jcp9OHOmR3QuLOPQ_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMnDJPlsd47bgNZ-2Bg9Qp5J5pGoJF0sUM2jCvbJgJrSn7V8i6Tf0oq6vzgfryIER5SuwcJ-2BWbGreKjN1uZLj9pOqcmOyEW4Qi19-2Fav1vpaeqFcE60WQmNcoJ348zVrcrznC4n6VCv8hRjZQSEuHfROzhN0iNHXhn5XTzTGyUdKqUbYpnaMTetT-2Fm7Pm-2FOj5nEM1P>; if all the rows are green then your browser is applying the new defaults. Developer Tools Console Warnings: The Developer Tools console provides warnings when a page contains cross-site cookies that are missing the required settings. If you see these warnings while viewing your site in Developer Tools, that could mean cookies which support features on your site are not properly configured. Here is a Developer Tools warning in Chrome 80; earlier versions of Chrome (77+) provide a similar one: [https://1.bp.blogspot.com/-R9N7zNSEyIg/XjiU6uHcflI/AAAAAAAABD4/KcVFmV5Jb4IpHgZJMuft-hyJbJzIkQd-gCEwYBhgL/s640/SameSite_warning.JPG]<https://links.ifttt.com/ls/click?upn=X-2B4rMXYOXPRWxWh2FkSpDERPNmcjxk88P-2FjhwrHEbgEJI7BslnKCac5QcrMIDrixgbkSWVLkwiwnuYymNW9WaMQGksH-2FXAnXNmlWIdtBJQVA15hCSbGYwJD9QU-2BW5LT5YxTW24nS6d05JG5VDQ-2Fuka-2F-2FbfPRiXdGD6k5-2BXisOodpVjckYSioiCp32hVpVfNmO_95_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMnuLPKiLubLo8wvlWCpDOlNro4722k2DAoHmPAZH7OHTjGYU1WdhD3WbrtTXqus7YwqAJzQXx9wWWfbZCmvEDmnWZ0GgvJmQt3P-2Fd-2Bb5-2Bh0rQacwAFpzCTBt6xKgyTIjFjxTOYIqn-2BUlKvxPaTKR0ZjQLP-2BmBmMh2PLaqBLlFarIhCHEUZmsatg2WUx7co4t0o> An exception is the case where a service issues a pair of redundant cookies: One cookie with the new settings, and one cookie with the legacy settings for incompatible clients. In that case, you may see a warning triggered by the legacy cookie even though the service is working as intended. This approach is described here<https://links.ifttt.com/ls/click?upn=xOfceOCSwAUiDOty8Z8r3VQkGaLCzJxQGwXR4y3KCOb2-2BlAFe9Wkw1ZtiCor7Jm7Cqb-2F31qNNr3P5zwBn7OxAzMxo-2Fu0-2FNCzjpDD6cUCXdw-3DnZ5k_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMnSXtOIz99wKKP4e0fM5pBvFaN-2BqeWpkJbLhwFi-2F8Gg17MM8HqOq7nw-2BJdcMVo4XI0FGw5p9qBGFzzY7aSxaumZCfXDbWS7x9nDWX6Gn2qYlIR61WhgriMmRLyscrSsvGLtEETjZ9qhxrkTmK3aUhyoExFx676jhobR6w9WMJpue-2FB4UjEKZx9JskcS-2F-2BLfrJq>. Google Cookies: Some Google services will use the approach described above, issuing a cookie with the new settings and a cookie with legacy settings. For this reason, you might see the Developer Tools console warning for Google cookies even though the Google service is working as intended. Temporary Transition Effects: If a cross-site cookie provider updates its cookies immediately before the Chrome 80 release, some known or returning users with Chrome 80 may temporarily appear as unknown or new users until their cookies are refreshed with the new settings. Providers who updated their cookies farther in advance are less likely to notice an impact because their users had a longer window of time to pick up cookies with the new settings. Temporary Mitigation for Sign-On Flows: To help avoid broken user sign-on experiences when cookies are passed between websites and third-party providers during the authentication process, Chrome introduced a temporary mitigation known as “Lax + POST” so that, within a two-minute window, cookies without specified SameSite settings can be available for the type of top-level cross-site POST request typically used in sign-on flows. (This does not change behavior for top-level cross-site GET requests, which will attach “Lax” but not “Strict” SameSite cookies.) This mitigation is described in the Chromium tracker<https://links.ifttt.com/ls/click?upn=udKeHIoEKLKReXATzSeZvW-2FptNpOMddHpe-2BELH7BCLGaVC6UVoJRCMQ3qOyw-2BU-2FneLjqEh0uDfNeLIgL5Dzvmw-3D-3D-VaZ_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMneqHR9OdyR-2BnREb8cFmcqtSXEI2R3pWgj2PzYnlH-2F-2FRLlMwt7CxbZ8jSd30k7RNsiR4DfoNdTFNX7EsAqAbQvOmfNi4RnOhNH45RUvoTwEDiymImPlPEEXquU0-2BQ0-2F-2BVPFPOxs3Ii6S37uUqEon7fgqK-2BGkhBA671bn0XOVCHk2lTWDxetFbDi3sLVV5Hjbwj> for the new model. If you use or provide third party sign-on services we strongly recommend testing your sign-on flow immediately. Enterprise Policies: Enterprise administrators may need to implement special policies<https://links.ifttt.com/ls/click?upn=udKeHIoEKLKReXATzSeZvcSKgbq7aZfUa2-2BxuEpwOgagvUPQHHcY5NrgQZNQsjThy9-2Btm6DUiPSTxpJP1xZuFi4e1Z7yvT8Bvk0ce7pghL-2F4qpDcTHaAqQrLGLYfGiO5GuCr_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMnnNp66wtqUzxWkn-2BjZFgdtHatKxATA1ZSPEOC0CbebMrCybBKlHJguqLTdBrY9BW8bl-2Fcanlrrxwl72-2FdA-2F2o9hi5LK6HNnKP688YFJsRyGSU-2FLnCP6azNEd6jrV0yuMWTKtwrLrOv3HPZb-2FW-2BEN53iqNGhPnsHsuni8YFvuKoPCvZtPLgVqY55wGVtKGmwVG> to temporarily revert Chrome Browser to legacy behavior if some services such as sign-on or internal applications are not ready for the Chrome 80 changes. Testing and Troubleshooting: To see how a site or service will behave under the new model, we strongly recommend testing in Chrome 76+ with the “SameSite by default cookies” and “Cookies without SameSite must be secure” experimental flags enabled. (To enable flags to go chrome://flags.) Since the new model will roll out to Chrome 80 gradually, when testing, you should also enable the flags in Chrome 80 to make sure your browser reflects the new default settings. You can also test whether any unexpected behavior you’re experiencing in Chrome 80 is attributable to the new model by disabling the “SameSite by default cookies” and “Cookies without SameSite must be secure” flags. If the issue persists with the flags disabled, then the cookie changes are probably not the cause of the issue. You can find more testing and debugging tips here<https://links.ifttt.com/ls/click?upn=udKeHIoEKLKReXATzSeZvcFZF9dk-2FXWUe7lpDJ3nJGb68GPH6ltT4Jrmi-2Bo3CtnCixa6XxRf3vvFn3GofxEdfA-3D-3Da20i_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMnxjL-2BGkr1KrgeXV5ThAnuLhEtbo8d1y16Fo6pplQ7gArSiiQiGhu5s9s3C19o9lVJ6BOFTKjWxT7XkT6rTnVMTsviNXmQi-2BrP2ZgW4UqujZ4Ix219rRpYzg0BrWf3TTvMu-2BVGdI9XwZvGvnttmqmRQp2qoKx5RA46sZvHa-2FRAdFlYw1aGv1LMQvs9aPJLk-2F1B>. More Resources: * SameSite Updates<https://links.ifttt.com/ls/click?upn=udKeHIoEKLKReXATzSeZvcFZF9dk-2FXWUe7lpDJ3nJGb68GPH6ltT4Jrmi-2Bo3CtnCk9JF_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMneGpgrgayBKMVV20asx5A-2FVzMz0-2FiNWwCKmJDlKjk6xNV2aPdAm5w8mVnrFnimP7k9gJdoGzmVdQ9h-2FFODaE-2BgwtDKT1nFQG4xWWHoySw7LWvz78IVtq-2BjEfekJu2BK77b3u5tpmRrUpBsNFhFDBctSzimGzkoJpKHwrhxbStHqCGLgvsByE9cVw3BgoHNwsZ> * SameSite FAQs (Including Lax + POST mitigation)<https://links.ifttt.com/ls/click?upn=udKeHIoEKLKReXATzSeZvcFZF9dk-2FXWUe7lpDJ3nJGb68GPH6ltT4Jrmi-2Bo3CtnClJOmyrgKoAV2sMmPFSvVCw-3D-3DXss5_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMn3CeITRmBXskZ8qB0J-2FrnzyWpyLIOTU-2FoXGJmcdZXyq5-2FoCf-2B8LPMrZgOtJQQuwTr4CvLCjC2bmFQVTDBjo5rIwDpxkyTF8q1-2BzOfkvKRjBRtt-2F4YwnwPFvCvy-2Bs-2FFH0pNJfA1RnfYAPOX-2BNm4yB08IILbCumCSF-2FQe0G-2FH9GEyouxDBh8s3dczKIXsvMRyOM> * web.dev: SameSite Cookies Explained<https://links.ifttt.com/ls/click?upn=xOfceOCSwAUiDOty8Z8r3VQkGaLCzJxQGwXR4y3KCOaCbp10epIN8oS3R-2BTfT31QV7rBawbCrR0aLDdOO2-2FL6w-3D-3Dsfxg_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMnou5uQyl1VEW4YO0bVPuHNTaM758YwegcGHyE3t5ctVfOZFtf2hj4w1kWdCUf9aJ3aAPeWSkqeI7OgK6dBfBYSV5sxxVZ6613S-2BukmZnw2LtUeQTZLmyriWb5u7eAFAeH408pg6k8kmiwCw6UlTNGiuLW2kkb0dtL-2FGxXA741fHC3PPE3DmcFbQdrVAUdRbsS> * web.dev: SameSite Cookie Recipes<https://links.ifttt.com/ls/click?upn=xOfceOCSwAUiDOty8Z8r3VQkGaLCzJxQGwXR4y3KCOYORzhcN99a1s4upkLI8VGrbj6l_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMn8FEKei5Gpjf2amXFMKOeTSQfbalyxVCLk-2BsCiDCQLKS382WGTdjozHT0r0rqq-2B-2FsLdiRZv1GQauW-2BlOAjt-2Fuf32YoNLE19LCUuREgq0yTVCyguJXKKZgPvkdzlGXL0UBsE1VkCixKfhs9zfyAjnDwgzhi9wE5p0QRdaX5I1j1mgW-2FGQNVvaycgPJSwVy7ugG> * Tips for Testing and Debugging<https://links.ifttt.com/ls/click?upn=udKeHIoEKLKReXATzSeZvcFZF9dk-2FXWUe7lpDJ3nJGb68GPH6ltT4Jrmi-2Bo3CtnCixa6XxRf3vvFn3GofxEdfA-3D-3DoAPb_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMnr-2FgNV-2FLn1d9s9DIflG8h1abXFDVar9YAScsdyX7LyoPv8me5bNU4n1nRN8A6wZTiMZ0XVm76cwhxlrEIy50eXSC7GAijWu-2F1tAeaKe3gY2qr3Ih3c4Przi13QVGOhlLTSNag5v75RYYEoKypTkwRyGUQK2RHh4Ntxk59OjmjgPxTwtMyGVEuXt3BVFYZzhVH> * Known incompatible clients<https://links.ifttt.com/ls/click?upn=udKeHIoEKLKReXATzSeZvcFZF9dk-2FXWUe7lpDJ3nJGb68GPH6ltT4Jrmi-2Bo3CtnCT43W4zvzq3TyGyTw6fxEdr-2FGr2x2tc0rxvre-2BN8PyBM-3Dc34X_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMn9ogVc-2F4cL1CH4BWH9LMbPArG9NWnPdp54jhuJ71Rr3TZrXNWClIg4i5WDrE8yBc-2BBCwCnuHL-2F2r7ZARHyiQVMN163HX2Nh-2BgiF9pow5Hu4aZO0x0PM4Q0asvr82M9m0-2B97HHBxEyVjLA5bCaY13wEe95-2B37m5JIuG83QHrnnK8C1Dt0citSMqFBdzDsr9Vc6> and Handling incompatible clients<https://links.ifttt.com/ls/click?upn=xOfceOCSwAUiDOty8Z8r3VQkGaLCzJxQGwXR4y3KCOb2-2BlAFe9Wkw1ZtiCor7Jm7Cqb-2F31qNNr3P5zwBn7OxAzMxo-2Fu0-2FNCzjpDD6cUCXdw-3DiyxU_hdUBxRK3cZAk1NPkWnLewVc-2BwXrOeXT7VgURy6jOGRaLDW7cZ2wSxSh-2FoZDgMCg-2F-2BfDPZ0xcPE0BNF9mREa8HW-2BMcTHRJepjzOYylOEaoS06GIs0Zr2IHCyN0U-2FjFgMno10aFltrbz7SiWhef8hx51yYS57LPRX-2B-2FdXq9fPilY0xtrf2A03NgsceNCTMMBBHx5K27lAj1hUNNj76NBVT6yRuXQhXUTyqOvWkxlArzmd2g-2FZiC5DP2Sd-2BuZSKPNILs4Flas06-2BdFpCjMliljJnbxaEexmdvUfk7d0Sm9xhahP0-2FW-2BXc8yr2ZF0u2bm-2BV7> * Guidance for enterprise 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@Ehsan Just to confirm that we need to update to (Build 1847) and you think that this will rectify the problems we have been seeing?

Hello again Ehsan, We are still experiencing issue with forms and for the life of me cannot see why it isn't working as expected..... My colleagues on first line are logging an incident and going through the process and completing each screen as they normally do but when they select the site it should ask for the desk number but it is bypassing this form and going straight to asset details? any ideas? I have attached another screenshot of the progressive capture form

Many thanks for the advice, I will look into the form ID's. Cheers

Hi, Thanks for the reply. Yes, there are tool tips highlighted (see attached screen shot) but what concerns me is that we have not made any changes to the Progressive Capture and this seems to have only happened since we upgraded at the end of last week? Service Manager.docx

Hi, since we updated to build 1838, there have been issues with form ID's within the progressive capture and get the attached warning. Email updates seem to have changed as well, when a call is not assigned to a user, the email no longer provides the content of the update without opening the call Is anyone else seeing these anomalies? Thanks Paul

We are also having this issue

Following the latest Service Manager update, I have found that if you put a note on the call to the customer, when you pause the call, the pause note will only publish to the customer. If you put a note to the team on the call, you can pause the call to publish to both the team or the customer. Another work-around is to close the window with the call and re-launch the window which then allows you to pause the call and publish the note to the owner, customer or team. Has any other sites experienced this issue? Can this please be looked into and rectified by Hornbill Thanks Paul

The incorrect hyperlinks are displaying in the 'Details' view, specifically under the 'Description' section. This is after an email is received by our ICT Service Desk and has been logged on a Service Request ticket.

When people send HTML email to hornbill, e.g. 'rich text' email, hyperlinks within it are sometimes incorrectly displayed, resulting in them not working when clicked. The exact cause of the issues seems to be at the end of the hyperlink is not correctly detected, causing extra characters to be included as part of it. This is most commonly seen as an extra '>' symbol at the end of the link. The '>' is not supposed to be part of the hyperlink, this therefore stops the link from working. Has anyone else seen or had this issue I have attached screen shots showing the issue and extra characters Paul

When people send HTML email to hornbill, e.g. 'rich text' email, hyperlinks within it are sometimes incorrectly displayed, resulting in them not working when clicked. The exact cause of the issues seems to be at the end of the hyperlink is not correctly detected, causing extra characters to be included as part of it. This is most commonly seen as an extra '>' symbol at the end of the link. The '>' is not supposed to be part of the hyperlink, this there for stops the link from working. Has anyone else seen or had this issue I have attached screen shots showing the issue and extra characters Paul