[Unable to apply emails to requests]

15 minutes ago, David Hall said:

@Euan Coleman

Just something to check.. there was a performance tweak which now checks for a valid request reference format before making a search... I notice you have a 3 letter request prefix so if you check the setting in the screenshot.. has this been updated from 2 to 3 in the curly braces to match the new format ?  If not then might be worth changing it to 3 and then retrying.

 

Kind regards,

Dave.

Hi Dave,

This is a read-only setting so it won't allow us to amend unless I'm missing something?

Thanks

Andrew

[Unable to apply emails to requests]

We are currently unable to apply emails to requests from our mailbox by entering the request ID. When we enter the exact request ID no option for this request shows.

Can someone please urgently assist?

Thanks

[Attaching e-mail to call via "Apply to request" not auto-populating from e-mail subject]

@Jack Stanton Yes we are also experiencing this issue as well as several other concerning other bugs after the switch to the new UI has taken place. We have raised issues on the forum but we're still awaiting a response at this time for some of them.

[Mailbox - Inserting Attachments]

On 25/03/2024 at 12:07, Miro said:

hi @Euan Coleman

Thanks for reporting. I will look at it and let you know when it is fixed.

Thank you,
Miro

@Miro do we have any further update as to when we can expect this issue to be resolved? There have been multiple issues that have been caused with the most recent update to the UI and it's concerning that we are having to continually chase for a response on any of them.

[Email Issues with new UI]

This is causing additional time to be spent updating our system and no response as yet. Can we please get an ETA when we should expect an update to resolve this issue?

[Update to Hornbill UI]

Hi @Daniel Dekel,

Unfortunately it appears that we are now unable to export any of the contacts on this page and we receive the below error message.

Can you please urgently advise?

Thanks

[Framework Issue]

Can we please understand why this has happened? I understand that our team are experiencing issues on almost a daily basis recently. In particular an outage on the morning of our busiest day of the week has a massive impact and will incur additional resources to have to be put towards recovering the lost time which will ultimately have an additional impact across the business.

[Custom32 Field - In email template]

This may be related to the issue we're having which is that several custom fields have disappeared from the details forms within the Config area of several of our Service Portfolios.

[Custom fields not showing in forms]

@Euan Coleman

[Custom fields not showing in forms]

Good morning,

Has anyone else had an issue with custom fields now not displaying within incident details forms? We seem to be able to add the fields in again, however any forms which have previously been configured look to have been removed.

Thanks

[SLA showing as Breached despite Resolution time not reached]

@Euan Coleman

[SLA showing as Breached despite Resolution time not reached]

We seem to be having issues where we have instances showing as having breached their SLA, yet the resolution time hasn't yet been reached with the incident still on hold. Has anyone else experienced these issues? Thanks

[Email not applying to request]

Hi Steve,

Thanks for your reply, but unfortunately it doesn't show the option to "View Email" within the Timeline once the email is applied, it doesn't seem to actually be applying to it in the first place yet the system is behaving in the same way that it would if it had applied, i.e. moving the email into the deleted items folder.

[Email not applying to request]

We are having an issue where we have an email which is not applying to a request. The system appears to be applying it as normal, yet when we go into the Timeline it doesn't appear there. Has anyone had any experience of this?

[Integration with Service Channel]

Hi,

I was hoping to see if anyone else has had experience integrating the Service Channel system with their Hornbill system at all?

Thanks

Andrew

[Data preview in Reporting just whirling and nothing displayed]

Not sure if this is related or not, but we are unable to make any amendments to any of our reports this morning.

 

Thanks

Andrew

[Unable to save requests Details section - Site field mandatory]

2 hours ago, Victor said:

We asked development to look into this. If the site is not required on requests you can choose to temporarily hide this field from details. Might or might not be a suitable workaround.

Hi Victor, unfortunately not as this would mean having to alter the forms on each of our Service Profiles.

[Unable to save requests Details section - Site field mandatory]

Yes it appears that the Sites field is causing the issue and there is no option to remove it.  Can you please confirm how we are able to get around this?

[Unable to save requests Details section - Site field mandatory]

We appear to be experiencing an issue where we are unable to save the Details section of a request once it has been edited.  The option for Save is there, however it will not allow us to select this.  Has anyone else experienced this issue?

[Unable to logon to system and unable to raise a support ticket]

We're also experiencing the same issue currently with a complete outage of service.

[Restricting access to raised requests]

8 hours ago, James Ainsworth said:

Hi Andrew,

Access to a request is based on the Service that it sits under.  Any team that supports a particular service will have access to all the requests that have been associated to that service.   If there is no service, the request may be seen as an orphaned request and it will be accessible to those that have the rights to see orphaned requests.  By default this includes the Service Desk Administrator and I believe any of the "Full Access " roles, such as "Incident Management Full Access". 

Hi James,

Thanks for the quick response, there does appear to be a service associated to the request so I'm not sure why this would still be visible only when searching for the specific reference?

[Restricting access to raised requests]

I am trying to restrict access to a request which has been raised and have created a Team which allows me to exclude this from the normal Service Manager view.  However if I enter the exact reference for the request in the search bar it still allows me to access the request details despite not being a member of the team.  Is there a way to separate this out to completely restrict my view of this?

[Request list - Export]

We are experiencing the same issue

[Incidents reopening]

We appear to be having an issue where Incidents are closing themselves after a user is reopening them having previously been resolved.  This seems to be occurring almost immediately as soon as the request is reopened, I've been able to rule out user error so I'm unsure why this would be happening?

[Emails not sending]

9 minutes ago, Keith Stevenson said:

@Andrew Tasker
This appears to be a problem with your Email Server. It initially accepts the connection, allows us tp send the message then says


            SmtpCmdResp: 400 Temporarily unable to process mail
            (leaveContext)


This is from the SMTP Host

     smtp_host: mx4.mywatchtower.co.uk
                smtp_port: 25

You will need to contact the owner of that service.  We are not seeing any other issues

Kind Regards

Keith Stevenson

Thanks for your help Keith