davidrb84

to add, this is confirmed as an issue showing the attached error, along with error 504, tried in several browsers and with and without our VPN connected.

@Dean we've also been having the same problem, particularly this morning (8.30 ish) We're a home working team, so it's 10 or so Service Deskers working over several counties on different ISPs. As a frame of reference, loading "my requests" has taken 45 seconds, usually it would take 5-10.

Thanks @James Ainsworth I'll follow that forum. Just as a note though, I've gone back and read all ESP posts back 15 months and there are no references to ldap import, or any functionality being deprecated. Is it possible it's called something different? I'll make arrangements for the LDAP import app to be updated once a year or so. Interestingly we also perform account creation via API for a different class of users, this seems to have been unaffected.

@Steve G thanks I wonder, I've obviously missed where this was published. Are there platform release notes somewhere we should be monitoring for this sort of issue? We used to read the release notes before applying application updates, but those are automatic now so not sure where we would see this sort of change?

So, we use the LDAP sync tool to sync all our students into the system. This has been running nightly without issues until we think the 2nd Sept. Now every time it runs it fails with "2020/09/28 21:01:02 [ERROR] Error Loading Configuration: The specified primary entity [Imports] was not found" We don't believe anything has changed at our end, does this error lead anyone to guess what might be the cause?

Hi @vkurbis I'm a user not an Hornbill bod, but it appears this new page is mandatory for all logins, both agent and self service users. I would imagine also the external Customer(?) portal as well.

Seems like it, so it's added a step (that our users will occasionally get wrong at a time of phenomenal service desk load in our case) and breaking single sign on (i.e deep links are no longer transparently handled). This is a big step backwards in user experience. I'm not sure why this isn't a per instance option that can be disabled, it seems to only exist to offer an Admin login, which we will never use (our admin accounts are SSO, and if we needed to avoid SSO there is a direct URL for that) @Gerry I'm sure the rationale was circulated before (this isn't a surprise) but I don't recall any reference to why this was a global setting, and not per instance toggleable? User experience has always been a focal point for the product I thought, and there's a sticked post about being in IT all together (this has already generated calls this morning when we've got about 3x inbound demand for service desk resource already)

Hi, So, we have a need fairly frequently to reference our wildcard certificate. generally *.example.ac.uk However, this is translated to mean .port.ac.uk as a result of the wiki markup. Is there a reocmmeneded escape character that isn't then printed. adding ANYTHING (sort of) before it stops it being intereted. But that then changes the text e.g. \*.port.ac.uk prints correctly, but with a preceding '\'

hi @Keith Stevenson and @David Hall looks like we had more issues last night. such as various people losing jobs mid log, and some getting chrome errors saying " "live.hornbill.com says Could not inititialise core data - Error code" Variously hanging. These were all around 4pm +/- 30 mins Are there still DB issues?

Hi @Keith Stevenson We're looking ok this morning, thank you.

Afternoon all, The team have been noticing some 'slowness' in populating drop down, or loading pages recently, it was particularly noticeable this morning. Is there anything obvious that might have been causing that? instance is uopservicedesk. The team are all at home, so a common connectivity issue our end seems less likely than normal. While some were VPN'd not all were. The team also noted other websites didn't have issues at the same time.

Thanks Steve that helps, I did search but couldn't find it. To clarify, tickets assigned to my team, but not me personally. Would I expect to see a coloured update bar if that's been updated?

Hi all, I have a question about the specifics of the update notification, the coloured bar that appears in the request list for a job that's had an update. 1) What constitutes an update 2) What interaction would cause the update notification to clear 3) s this unique to the person looking at the job, or if I look at an updated job, is it now cleared for everyone else as well?

we had a 5 minute period about an hour ago where we were getting 552 cannot connect to host server (or similar) errors on the main Service Manager pages. All seems ok since then.

Thanks for this, but it isn't honoured in the Co-worker view it would appear.

Hi There, I wonder if it would be possible to add a setting to let us change the default search filter in the co-worker requests view (below) currently it defaults to 'All my Teams' but certainly in our instance if you've gone to look for a job in the name of a customer, it's almost certainly not in you teams (or you would just be able to see it in your own request list) Could we be allowed to change this default to "All My Services" instead?

Hi There, I was wondering if there is a definitive list of activities that would cause the h_datelastmodified field in h_itsm_requests table to be updated. i.e. is it all other elements of that row in that table, ANYTHING to do with that 'ticket' (including things like the buzz updates that aren't in h_itsm_requests), or is it some subset of these?

Thanks @Victor as always a detailed response! That was more or less as I would have expected. The only exception being I would have thought the support check wouldn't have included "my" client to server communications, rather a 'virtual' client in a known state. Interesting to know though, thankyou!

Looks working again now. I've always assumed the /support test was run server side rather than from my connection?

Hi James, My understanding is that with out service plan (essentials) we should be reporting through here. Certainly we have the last 10 outages. Happy to be corrected :-)

Hi guys, looks like our instnce is down

+1 for us to

I much prefer jeremy's suggestion of a global setting to mean ALL requests where they are the customer are shown to them on the portal. However, would an interim measure (when the new employee portal is usable) be to have a category per service domain that was for self serve. Then filter for that in a widget? i.e. never show ALL services.

Thanks @Deen our service monitoring does not currently raise requests automatically otherwise that could be helpful. That being said, it would be a little complex to then mark it as resolved if the whole thing happened while we were out of the office. Manual corrections really will be a key feature for us.

We're moving to use the built in SM service availability functionality and would like to use the reporting. However, is there a way to record outages other than changing the status at the appropriate point? e.g. our VLE may be unavailable for 2 hours overnight. We would want this recorded, such that availability is accurate. Equally services may be restored but the Service Desk may not be notified immediately, likewise for outages.