davidrb84

In the last hour or so we've seen an issue whereby emails with attachements are either spinning forever (as below) or showing an errorr in the bottom right corner. Emails without attachments seem to send with no issue. Any ideas on where I might look to resolve the issue?

Thank you all for your comprehensive responses. Really helpful in thinking about how we approach support going forwards

Slightly unusual post for this forum, but I'm interested in how others are approaching management of Service Manager (and/or the other products in the hornbill line-up) I suspect many/most have some fraction of 1 person* doing all support/development including PCFs + BPMs (Creation and updates) User Management (including role assignment and creation) Support (everything from training to diagnosing unexpected behaviours) Housekeeping and other management (checking logs, editing templates, managing the portals, etc) *Probably with some sort of backup person for emergencies Question Do you do things this way? Do you split the duties amongst more than 1 person/team? Roughly how many BPMS or PCFs do you have (just to get a sense of the scale/complexity of your instance)

same here too

Hi @Steve Giller Just for clarity we have 447 of both.

License issue. This looks like more of a potential Admin rather than technical issue, but we've noticed that while our license count is at 447 the number shown in usage is lower, looks like this is preventing users from signing in. I've sent an email to customer.success but it's a bit extra time sensitive as we're trying to get a new department trained this morning! As such if anyone in Hornbill could nudge the team, it would most appreciated. Note: happy for this to be deleted if appropriate.

Still dead, I have nothing. Cache cleared, incognito tried (same result)

Hi All, I'm looking to calculate a "bounce rate" for each ticket, essentially how many times was it assigned to another team. I currently pull various tables out of hornbill via the API to interrogate them via Power BI. Has anyone done something similar? I can't see an existing column that generates this within Hornbill, but not sure of the best way to approach the problem. I could look for key words in the buz_activities table but that feels a little open to errors.

This morning we've seen several instances of failing to connect to Service Manager from a range of sources (several home connections and on campus) Anything going on for anyone else?

Hi, We have an automated chat bot service that is used by our staff and student populations. Currently if it's unable to resolve an issue for a user, it sends a generic email to our service desk to have it logged. I would prefer if we could find a way to have this logged in real time via the api, which would then in theory enable the user to receive positive feedback and a reference number. Has anyone managed to log a ticket via the API using power automate?

Any chance of an update on the status of this fault please?

and we're back

Our instance appears to be dead, no page load, no error, just sits spinning. Support checker also comes back with "Checking Instance" forever.

actually support checker is spinning forever as well saying "checking instance" edit: and now it shows the below

Looks like we've got an outage of our instance. We recieved "Cannot load framework" errors then a spinning hornbill logo. Support instance checker shows service up.

support portal also down

our instance of Service Manager seems to be stuck loading the requests list. loading.... with spinning hornbill logo

Has anyone else noticed that Service Manager seems more responsive than usual. I'd say it's normally 'average' sometimes 'slow' but this morning it seems positively nippy! Just wondered if there was an infrastructure/architectural change that might explain it? instance is uopservicedesk

I'm looking to review the email addresses that people have used to contact the service desk as part of a piece of work I'm involved in. Emails in the Mailbox obviously show both a cosmetic name "David Smith" but also the email address "david.smith@something.com". When looking in h_msg_messages the h_msg_from field almost always only contains the Cosmetic name. Obviously as the mailbox is working, the from address must exist somewhere, does anyone know where this might be found? Note: I don't use direct database more than I need to, generally the relevant tables are cloned out into a data repository we use for reporting. Direct database is just useful for finding the correct table/fields.

thanks @Keith Stevenson I can confirm they're starting to arrive now. Thanks for sorting.

Morning Hornbill team, I replied to the outage post on friday to say this, but thought I should add at the top level as well. Our mail (imap) service seems to have stopped friday at the same time as the general outage, and hasn't restarted. We've had no mail arrive in our inbox since 12:40 ish on Friday afternoon. Post is here including screen cap of logs.

@Deen @Jeremy we've had no mail delivered (we grab it from google via imap) since the outage either. last entries in mail importer log are

aaaaand it's at the bottom of the screen, what a numpty. Is this relatively new?

We process rather a large number of emails through the Service Manager mailbox, to help with that we have to have multiple folders. We occasionally would like to be able to delete a folder. I don't think there's an obvious way to do this? It's very rare, so I'm not adverse to using API or other less obvious methods to accomplish this.

if it helps, this suggests it could be infra end :-)