grayat

Same for us

Thanks for your response and explanation @Steve Giller

Hi all. Just want to ask if there's a timer associated with sub-statuses. We have sub-status like On-Hold, In Progress, Passed to 3rd Party. For reporting purposes, we want to know how much time a ticket has spent on being either of those statuses. Do we have that? Thank you.

It's working now for us. Able to reply (via email) to tickets as well. Thank you.

Still blank on our side. Do we need to do anything? Or just log out and log back in? Thanks.

Same issue here.

Hi @James Ainsworth Looks like the dev team has already deployed the fix. It's now showing again. Thank you.

Thanks for the response @James Ainsworth

Hello all. I'm trying to create a new rule but for some reason, the Routing Rule Template has disappeared. As far as I'm aware, there used to be a way to select the Routing Rule Template as shown in the wiki guide here: https://wiki.hornbill.com/index.php?title=Inbound_Routing_Rules Please advise. Thank you.

Please ignore my comment @John C. We have sorted this out now. Thank you.

Ah sorry, please ignore this as we have now resolved it. The resolution was to open the .PEM file on a Notepad and then copy the string of characters between the BEGIN and END of certificate. We then have to paste it to the Key Data field and click Ok. Then new certificate is then successfully uploaded. I think it'll be good to add that step here: https://wiki.hornbill.com/index.php?title=Single_Sign_On_with_SAML_2.0#Overview or maybe just add a text below the Key Data box saying paste the certificate string from a .PEM file.

Hi @John C, I have the same issue now. What did you put under the Key Data? Thank you.

Thanks for the response @Steve Giller. Unfortunately, nothing in the wiki documentation you shared the type of format and how we can upload the new certificate. We have renewed our certificate in Azure and our Infrastructure Team here is have a couple of options but not sure which one to use: Certificate (Base64),Certificate (Raw, )Federation Metadata XML & PEM format What do we enter in the Key Data field? Is it XML? Apologies, it's our first time to renew certificate in Hornbill. Thank you.

Can someone advise please if Hornbill need to import the SSO certificate, if so what format is it needed in? We are notified that the signing certificate for the SSO profile is expiring. Thank you.

Looking forward to some update on this please. Thank you.