[Emails not sending]

We appear to be having an issue where most emails we are sending are showing in our outbox and aren't being delivered.  Is anyone else experiencing this problem?

[Unable to log into Hornbill]

We now have access again, however can someone please update as to why this has happened?

This is the second day in a row we have experienced a period of downtime.

Thanks

Andy

[Unable to log into Hornbill]

We are receiving the below error message whilst attempting to access Hornbill currently.  Can someone please urgently advise on this issue?

 

[Service Manager not working]

We are also experiencing this issue today.  Unable to access system at all currently.

[Services not showing]

It's all analysts it's happening with and they are all part of the team which supports the service.

[Services not showing]

2 hours ago, Victor said:

@Andrew Tasker are not showing...where? Raising a request in user app (meaning an analyst user manually raises a request for one of your customers)? Are your customers raising these themselves via Employee Portal (live.hornbill.com/instance/etc...)? or Customer Portal (customer.hornbill.com/instance/etc...)?

Does the service have the "Portal Visibility" turned on? Is the Incident request type enabled for that service?

Hi Victor it's one of our Analysts attempting to raise the request themselves for the Customer via the Service Manager Raise New button.  We have been raising the requests until very recently for this Customer with no issues, however recently there have only been two items showing under Services despite them being subscribed correctly.  We have not made any changes to the services or organizations recently which would be affecting this.

[Services not showing]

We have an issue where certain Services are not showing when attempting to raise an incident against a specific Customer.

The customer is allocated to an Organization which is correctly subscribed to the Service so I'm unsure why this would be the case?

Thanks

Andrew

[Complete outage of service]

We appear to be experiencing a complete outage of service currently unable to access the system.  Can someone please urgently advise?

[Apply to Request]

This problem appears to be happening only intermittently, can anyone please advise why this may be?  Thanks

[Service Manager unavailable]

We have experienced the same and are now up and running again, however it won't allow us to apply any emails to requests at the current time.

[Emails within call logs]

Good afternoon,

Is anyone aware of a way in which we'd be able to show the sender, anyone who is copied in and the time it has been received into the problem description of a new Incident when logging from the email itself?

Thanks

[Hornbill performance issues]

Complete outage of service being experienced here also.

[service manager down/constantly loading - service down]

Experiencing the same issue here

[Complete outage of service]

Good afternoon,

 

We appear to be experiencing a complete outage of service currently with the system not allowing us any access whatsoever.  Can you please advise why this is?

 

Thanks

Andrew

[Emails not being received]

Good morning,

 

We seem to be having an issue with emails not being received into our shared mailbox and others being received as undelivered, can anyone please assist with this?

 

Thanks

Andrew

[Email templates]

A number of new default templates have been added in Service Manager we have noticed, however is there a way in which we are able to turn any of these off so any ones relevant to ourselves are not visible for selection?  I can find the option to delete any which we have created, however can't find any way of removing the default ones.

Thanks

[Cannot initialise 'Core' Error]

Also experiencing the issue here.

[Unable to access system]

We are unable to access Hornbill at all this afternoon and receiving the below message.  Can anyone please assist?

[Unable to access mailbox]

We are experiencing an issue where we are unable to access any mailboxes within our Hornbill platform and are receiving the below message.  Can someone please assist?

Our emails are working fine on Outlook, but unable to do anything with them within Hornbill.

[Email delivery failure]

We seem to be having a problem where all emails to one specific address are showing as a delivery failure and aren't being delivered.  All other emails to other addresses able to be delivered, it is just one address.  Does anyone have any suggestions?

[Constant issues with Hornbill connection]

Hi Victor,

 

What is the instance ID?  This issue is still ongoing and is not with our local internet connection.  We are receiving the error code -1 when our searches time out.

 

Thanks

Andrew

[Constant issues with Hornbill connection]

Hi Keith,

Are you able to confirm where I would be able to locate the Ping Check?

Thanks

Andrew

[Constant issues with Hornbill connection]

@Deen It doesn't appear to be anything on our network as we have been able to use all other applications at these times with no issues, it is only Hornbill which has been affected.

[Constant issues with Hornbill connection]

Good afternoon,

We have been experiencing issues for the past couple of days where our connection to the system is being interrupted or slow to react with searches taking several minutes to load.  It appears to be starting around midday and continuing into the afternoon.  Can anyone please advise if there are any known issues with this recently?

Thanks

Andrew

 

[Sent emails report]

I'm trying to create a report in the Service Manager which would display the amount of emails sent from our linked email account to a particular address over a set period of time, however the information doesn't appear to show on the report as per the below.  The date received is filtered to today's date yet it is still displaying items outwith this.  Is anyone able to advise?