Ben Maddams

@Graham The above is the output from the Debug log on the job itself. The Console Output is blank. The Monitor tab still produces Remote execution did not receive a heartbeat. The process was started, but was terminated. No heartbeat has been received. Thanks, Ben

@Graham Hi Graham, Just a quick update, following your suggestion regarding setting the IP address in the config manually, we added it as the interface in the EspSisService config file, and tried again. It seems to be getting further along in the connection process, but is still not working, giving us the same results on the job (AWOL), with the extended information below. Standard -------- 2024-03-25 16:13:52Z Package filename: C:\WINDOWS\TEMP\Hornbill\SIS Package Processor\fab285de-e6b1-448c-8d3b-1815900e0851\d8e1c75bff1f347982e2f9b9bfdb5f4256d6b4e1.pkg 2024-03-25 16:13:52Z Operation: Update Full ---- 2024-03-25 16:13:52Z Log filename: C:\WINDOWS\TEMP\Hornbill\SIS Package Processor\fab285de-e6b1-448c-8d3b-1815900e0851\Processing.log 2024-03-25 16:13:52Z Local computer name: KPPADDC01 2024-03-25 16:13:52Z Package filename: C:\WINDOWS\TEMP\Hornbill\SIS Package Processor\fab285de-e6b1-448c-8d3b-1815900e0851\d8e1c75bff1f347982e2f9b9bfdb5f4256d6b4e1.pkg 2024-03-25 16:13:52Z Operation: Update 2024-03-25 16:13:52Z XML result filename: C:\WINDOWS\TEMP\Hornbill\SIS Package Processor\fab285de-e6b1-448c-8d3b-1815900e0851\Result.xml 2024-03-25 16:13:52Z Timeout: 60 2024-03-25 16:13:52Z Encoded parameters: okpfR9fnZEwMovC0_-G_42TYE2Mo5b75u0qQUTTgsa6mx5GSj7HFkit8--pAYT5phA0eaL4rLSF7-3SCmrveB88s8xKb5-G-lMfS_T6C3w1eplsxBJGt19jIrFbDTjXNpAAgc5LhHQgq_1zJCX7oVVzNf5ecVrymJIIQZpT1wX79RVrlNAnnKZjP8BgmhyguX9wX9upG6L4MOxv31xBMIqAvUm8z1kgnUrTGgjY7tZRkAoNXgNwW_zuqbSKnL0Wp16nUpzw4ZXKrss_SQxXS_IfKnimajbRXCMtfbNDAwXUnRWi9nC1YFC1UZYbvdN0ASpIfiW0sjZx5bqqnUUm2doIkJ4bB9BcuT_zH9VvPjCkh1PRjehM10RUEQYNIRffr3WSODLDOU-KwCC2iqQx5y1Yg7ZLbruqlfpK1b9KXRJLqxD7BQRJjZntrHEOCDiEnQns9ITOxYh32EfGfrpjXZLIo4SvqIBj8T6GbbshVMxOBctY1Q493jyh-foSPSQ9xHWFVxV578uulIpMQXHmJRIchbjq-lFquT6tK6u5tgtCST3re4MB7WghUOcoucI-gJexiqyYeQ8AtcnG94sW84ykqlaGfWGaxdWjJvul5G_hnQ-rnJRBi-FX8GkyB-j9vOd_29K5Hg0XVtY1VtB3CQlsFcbODgGY2H3n2QMdy4-bF6_b0yxmocPb6DihsN5u0BvM6TMgJ4cTetNd0U02o1a6BD9x064qyjnDLsu9LC7fnUDaaJeX5NzSImMn-8KGlYZB-Ac2wN-HoYp_jUj6hNX5o2Acjl-yg64eLlP57-kKp_25ZZiBLIYVTldMDEAqM2AIT7kie5cmqXHSUwM5B0ZooTmO2XPXw5WAoW_yxWQOJt9acITToWAAxDM1w8by2F-iGRE2UvcVMgnX1nspUElF3N6YjsyMXUV1s9nPoNJhAgGNUS5RAmnQr7-q9jPzf25gXyAUIkjKn4MHkZpcrT_5GSwuN0MfHDXZsTSIgipbeUIXG1qvOZ5e0Ep_GlYgCaVHA2LHgRrG1ZmFjfVVFT6-Bp2KeZ6ORCG1VU2QPgtpzX5sXzK4lgvXbJ21rexvfOJanJuWWpfs5Y3zu58rYP94-cAWuuWIJlexsWkqetFV2bTXfFCK5vzsC4roChwqanG9izb2YcCrHnD9f2Xa4bnhZePBKj9oIWY5HdUb95N1wK0ZuxLPDo8qQDdUDMD4EApc8r-E1elvCb_89hrdbEF_mDIvS0jINpH65Ipf8XZndcgx60zuwjtOI_iAsTI959IJvaXF7NL2GsxcnbQJ_BrTWEx7zNBIzld0MsIpcTZvBYd50Ys8FYxewt0PSKjN5uRnec3nI5ZG4RiHKDyR3UDwN4yEV80UijrCE4YWS9DNL3GkngSJnt3yB7o1ndD_Qa7Cr-oM1zKrm4xOtA45UsSE9ZdlTSEzcWTlkdbzimFgg3Fcz-M1idK23S5vBi_AY2AWZiA8ZKC3zBwPKBVwxQ6DGxclofxFdlLFextqU7bin5W12X7psgQzVKRRdbP3RMH0qEvtSt9wKKq0bCmeyf1Y0sjfJX_nVlRnCBStm9q-HOtlkU1iLiaq5Ot8GR7gN8zsqXzIb2zpV0Yq5MSpxcx-baxwf9gZ9rrf7VUGGM6e5L8Rq1AX90hKy_4LIxT7V-s3szpAQpmm51CALe1W4uwHDVmubzyXnyul8LUOeJ-ix4SnESYwtoJcyfvHCnTfDTOrdNfvYhTJLnwM9c7iu76s3WiGcdYdEv3UlwlZS2vtrrxPPIwf61QmjApD_ds6rgmM3-dfN10GZfTgSsqLanBZkgLhL5cujwrunP73co53wgULx5XQNXvOiA370Ou_wiHgDAddRi9PH5sIeQeJPrG4wiEzhUjIw_rAxAxh0Se9OnSOWiuTC01VtpCtkXBqHDpvUEHnW2LWjzmh10v3JdGXdXYq91BtuKFsw1OmjjZJaeZjlQx-mteTXEDcZuDZQJ_pNqa13nZ_YCVDnss10ZgDOQrLsAc5swmSZ6VZWdt1BgJmZYbyAIaUOjeZPMEd2EXMiUR1E4x0-I2O449LRzr5LR9T5r4c2vtpHuGPvKTBBEWQGZilXNZGVV4ViIcV4oAbfBuHUG9hb-I0_zJ3jGhJk7GP_MgpkgxvI1qaXf6R0YimdAGnatGqofFp9wNWOYtcdDSa6VuQ2kgGbI1erjY5dQkGQ8gJKfDMYwsJvtr82G92X9XufLQWthVkIZBaebqfa94HjuCgPz3aM-TfKsRD87UxXcQG52SuWs6RBdQ7FaJZ4oP-W6jnahTB0g7G5A-8GsPRKPogQcGR83afVPfR7hk2c74ckCC6aJ4rp967xIrX1DxCzALBzf6m4bb-1YlXrSweMaXr8O1C9GLF4vdB6DmTl8iYfy_EDRZ98QLc9Svogf4MkuDnFWhZBCmKuS_1tQQXJyxniX0R9ijJEw2wdgdn-SoOgIMfG7DiwW4jcRzala83kxws17rYO7rzT5wovoZwnQMTXfNTtI2Fn_YrW499Ph7t2eFpjOPPCUk-EW9e0aE3rsPxSpVqO4U15nTPgLoxdTk81Y6dMo-Y9KvxTDr4QenySPG9sucT2d2HGDW2jbTn1LSAysRyG3hI_OQGNu-dKSGRcnzCVryvGWf5T4_8Fa-4OqMra5zFFgXlnpI7r-ZN8n_qL10hyk2ffSCv8ht-2RAeSz88Qlbljeoh7H5iqVl0HOo4ZaWSkLNxN52_6KTMbQQ92g0JX7T0m60YZylY_P7dmUgQb5NaSUCAzFCTwr9iiBtZQO76578UGTk2XWlOWRfUEMtCaTn5WnljA7TLgv5YEwZCjJW83W7bIzusexEr2YcS9tkjRudGn1pQYqeeLo_ZaaJK6lQj-OuFXxkJMBgZEumCoAz--6CM6wkih9qiTv976CKlf0j32q4CF-jViHR0 2024-03-25 16:13:52Z Encoded credentials: RMFrQFMVdXvfl5MRvBNLUrH8QwNHF3CeioK1TGCfUO-TsWEwS2TMFuHY3OOAs3M7Mgq8vdFJC199A7CuUacSwbVVTFdj1yJ7nuuxlW9NEKh6e-CEgvTD8lwM1--RTBK9eqfR0EXJs8Z9ynpPKrzZzGy-907QbBA_dhZeSJVkV-QTkBBT20s3-M_RyL1Lp0Xzlc1EKfGipx3eEMH2yBUJ-j3EbBiEGQywTfbkNMpJdMWWxsKwpwVE 2024-03-25 16:13:52Z Callback context: zEmgs7Gp31vYr23mB4kYjIXvYis_uEMG51ke4_KbXAx8MWKJORKBIh9faqQ8-6QZ9gAStYQpeveDemPQAVNc43aDJVxmZJUMiGF67RmJEVwyMehFccOQ-V4eJPlUhKy_naUKnkVjgk2uduVcVzpxfnOD1FGxMSkB9l8CoU9Y06Y1lwi-AvjTLarHrFhtuRwsZMpRxZMkl5C37-9Y91pw3BOB6KIigWNAUP4n8_opSVb-BU2h-n-2F89F3BN0m6vsY9H_wJZG-bJPFeMK8wkVb4v3vRH8mgq3YH-2rgr_r_YLOs8T1zYtiQRcTLIbGNtCR6zMJ6IFPFtladytjtlRNsD5f-FRyb0iXy32db5d4jT9 2024-03-25 16:13:52Z Logging prologue: Q29ubmVjdGlvbiBwcm90b2NvbDogV2luUk0= 2024-03-25 16:13:52Z Log line prefix: P 2024-03-25 16:13:52Z Connection protocol: WinRM

Hi @Graham I've ommited out Hostname/DNS suffix information - Please let me know if you want me to send this directly. The line in the log you've requested is: 2024-03-25 15:27:57Z [INFO]:[GENERAL]:[25864] Starting HTTP responder on port 11117, binding to all bound addresses (0.0.0.0, 10.5.1.153, 0.0.0.0) Ethernet adapter Ethernet2: Media State . . . . . . . . . . . : Media disconnected Connection-specific DNS Suffix . : Description . . . . . . . . . . . : vmxnet3 Ethernet Adapter Physical Address. . . . . . . . . : 00-50-56-BF-F4-C6 DHCP Enabled. . . . . . . . . . . : Yes Autoconfiguration Enabled . . . . : Yes Ethernet adapter Ethernet1: Media State . . . . . . . . . . . : Media disconnected Connection-specific DNS Suffix . : Description . . . . . . . . . . . : vmxnet3 Ethernet Adapter #3 Physical Address. . . . . . . . . : 00-50-56-BF-B6-0C DHCP Enabled. . . . . . . . . . . : Yes Autoconfiguration Enabled . . . . : Yes Ethernet adapter Ethernet0: Connection-specific DNS Suffix . : Description . . . . . . . . . . . : vmxnet3 Ethernet Adapter #2 Physical Address. . . . . . . . . : 00-50-56-BF-3A-0D DHCP Enabled. . . . . . . . . . . : No Autoconfiguration Enabled . . . . : Yes Link-local IPv6 Address . . . . . : fe80::7142:a57e:7b57:56b8%2(Preferred) IPv4 Address. . . . . . . . . . . : 10.5.1.153(Preferred) Subnet Mask . . . . . . . . . . . : 255.255.0.0 Default Gateway . . . . . . . . . : 10.5.0.1 DHCPv6 IAID . . . . . . . . . . . : 117461078 DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-22-FF-D0-6F-00-50-56-BF-F4-C6 DNS Servers . . . . . . . . . . . : 10.4.1.1 10.36.1.1 NetBIOS over Tcpip. . . . . . . . : Enabled Tunnel adapter isatap.{05EED201-BE4D-4802-AB19-3EE1123F915A}: Media State . . . . . . . . . . . : Media disconnected Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2 Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0 DHCP Enabled. . . . . . . . . . . : No Autoconfiguration Enabled . . . . : Yes Please let me know if you need any more info. Many thanks, Ben

@Graham Can you let me know if this is enough, or I need to provide any more information?

@Graham This is the debug log, I've stripped out some of the larger strings. Problems -------- 2024-03-25 12:17:40Z Failed to post callback command 'log' to http://0.0.0.0:11117/_exec_callback/log/ Standard -------- 2024-03-25 12:17:40Z Package filename: C:\WINDOWS\TEMP\Hornbill\SIS Package Processor\2ebe9ccd-60a6-4004-a636-7b6221de6064\d8e1c75bff1f347982e2f9b9bfdb5f4256d6b4e1.pkg 2024-03-25 12:17:40Z Operation: Update 2024-03-25 12:17:40Z Failed to post callback command 'log' to http://0.0.0.0:11117/_exec_callback/log/ No response was available. Full ---- 2024-03-25 12:17:40Z Log filename: C:\WINDOWS\TEMP\Hornbill\SIS Package Processor\2ebe9ccd-60a6-4004-a636-7b6221de6064\Processing.log 2024-03-25 12:17:40Z Local computer name: XXXDC01 2024-03-25 12:17:40Z Package filename: C:\WINDOWS\TEMP\Hornbill\SIS Package Processor\2ebe9ccd-60a6-4004-a636-7b6221de6064\d8e1c75bff1f347982e2f9b9bfdb5f4256d6b4e1.pkg 2024-03-25 12:17:40Z Operation: Update 2024-03-25 12:17:40Z XML result filename: C:\WINDOWS\TEMP\Hornbill\SIS Package Processor\2ebe9ccd-60a6-4004-a636-7b6221de6064\Result.xml 2024-03-25 12:17:40Z Timeout: 60 2024-03-25 12:17:40Z Encoded parameters: 2024-03-25 12:17:40Z Encoded credentials: 2024-03-25 12:17:40Z Callback context: 2024-03-25 12:17:40Z Logging prologue: Q29ubmVjdGlvbiBwcm90b2NvbDogV2luUk0= 2024-03-25 12:17:40Z Log line prefix: P 2024-03-25 12:17:40Z Connection protocol: WinRM 2024-03-25 12:17:40Z Failed to post callback command 'log' to http://0.0.0.0:11117/_exec_callback/log/ No response was available. As mentioned all this job is doing is trying to change one field on an AD record.

Hello, We've recently invested in IBridge, and while testing the functionality on a simple auto-task to poll the ticket requester's MSTeams status and report to the timeline, we're getting issues with the connected that we need assistance with. When we add the error code to the output to the timeline we get this, the other fields (status, availablity, etc) are all blank. I've confirmed the Hornbill automation is getting passed a working UPN as this is the same as the user's primary email address. Error: Failed to get user details from Teams: Refresh Token Generation Error: AADSTS900144: The request body must contain the following parameter: 'grant_type'. Can anyone assist? Many thanks, Ben

Hi Graham, Thanks for the speedy reply. I've just asked out networking team to check any traffic between our admin server (XXADMIN01) and DC (XXDC01) and they can see nothing has been going through between the two, but there hasn't been anything blocked either? They say there shouldn't be anything blocked on that port between these two internal servers. Is there anything else we can try? Many thanks, Ben

Hello, We've been scratching out heads attempting to set up ITOM and have a few questions to ask. To use the OnPrem AD packages, does SIS need to sit on the Domain Controller, or can it be based on a seperate Admin box? Our test jobs come back with: Remote execution did not receive a heartbeat. The process was started, but was terminated. No heartbeat has been received. Can anyone shed any light on the cause? So far we've set up SIS, confirmed the connection and pairing is working, and added our Admin box and the DC to the managed devices list. The user account added to keysafe has admin rights against the DC. Unless this account has the (SeAssignPrimaryTokenPrivilege) and (SeTcbPrivilege) rights too, will it fail when we run an AD update job? We're just attempting to update one field on one AD account to confirm the connector is working for now. Our IT OPs team has been battling this for about a week so any assistance would be highly appreciated! Many thanks, Ben.

Hello, We've been looking at setting an auto-task from a incident, which would allow an engineer to send an entry to their O365 calender as a reminder for when requesters come back with their availability to address the issue at a specific time (i.e, The user is available after 3pm on Friday, to for us to look into this, will contact them then). I think we understand the IBridge integration enough to set a calendar entry for the specific engineers calendar, but how would we capture a dynamic date/time variable set by the engineer during auto-task, to set the calendar entry to this variable time? I don't really want to build this as a mandatory task included on all incidents as it would only be sed in cases where the user isn't immediately available. Many thanks, Ben

Hi Steve, This image is broken, can you confirm the link is still working? Many thanks, -Ben

Sorry, when I refere to the master user list, I mean the list of basic and full users accounts in Hornbill. Cheers, -Ben

Hello, Is there any way to add a field to a progressive capture form that can only be populated by names on the master user list? We would need this for approval processes to ensure we can confirm a requesters line manager for various purposes. Many thanks, Ben

Still missing the options on all our tickets....... This still needs looking into.

Same here - We've also noticed the customer response is turned on (star feedback, etc) which we've never used. I've emailed support directly as this appears to be affected multiple instances.

Hi James, That looks good - Ill give it a go thanks!- -Ben

Hello all, Is there a way of ensuring a field in progressive capture matches a user entry in our existing Hornbill user list? There doesn't appear any way of validating the contents of a field to ensure that if we were to use this field later for example, an approval process, that it would accurately match the intended recipient. Any help much appreciated. Many thanks, Ben

Hello all, I've just got off the phone with Hornbill support - We've temporary put a workaround in place by changing our mailbox authorisatin from IMAP to POP3 - this seems to have addressed the problem. Try changing this from IMAP in your mailbox settings and then see if the connection test works as normal.

Hello, Reporting exactly the same issue this morning - Have confirmed with our IT OPs team we've made no changes to the authorisation account, or associated mailboxes. We've logged this as an emergency with Hornbill Support - Yet to hear anything back.

Hi all Have been getting this error messages when specific users go through one of our processes, any tips on how to interpret the meaning of this description? Many thanks, Ben

Was there ever any progress on allowing users to provide this feedback via their resolution email rather than through Service Manager? Would be extremely useful, at the moment it is the thing that is stopping us implementing it. -B

Is this possible using the HB reporting tool? I'm looking to extract the following info. There doesn't appear to be a way of pulling this out as a csv. Directorate Department Team Budget Holder Cost Code Contract reference Description Contract Manager Supplier name Supplier reference (e.g. Tax registration number or similar) Supplier contact name Contract Start date Contract End date Contract Value

Hi Keith, Thanks for the swift reply, it is very much appreciated! We noticed the outgoing mail can still be sent out without any modifications, I'm assuming we don't need to adjust the Outbound Smart Host config if it continues to work as intended? Many thanks, Ben

Hello, Yesterday we started to experience failing importing any mail across our account mailboxes into HB. So far we've confirmed the authorisation account is working, we can log onto the mailbox in 0365 and confirmed the mails are present. The account is not locked or subject to MFA. Our environment has not gone through any network/account changes so we're at a loss at why this is not longer functioning. When testing the mail connector, we receive the following. Has there been any changes we should be aware of that might has caused this to stop? Our change calendar for yesterday was completely empty so no modifications have been made to either HB or our M365 tenant.

I can confirm the issue - New reports are failing on generation with the issue below: LoadAppContext: com.hornbill.servicemanager(783m) AppRghts=6 ms, AppOpt=24 ms, AppFmt=35 ms, AppDb=288 ms, AppEnt=421 ms, AppStr=9 ms Unable to Execute Report: MySQL Error 1064: You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near 'FROM h_itsm_requests AS Requests LEFT JOIN h_sm_requests_extended AS Extended...' at line 1 Its the most simple, bare-bones report I could create. There isn't anything wrong with it's contents. As it is month end/start we've got a lot of reporting requests building up! Cheers, -B

Hi Victor, Just double-checked, I think I found some ancient comments from previous users and was working from that, sorry! In reference to my original plan though, is it possible to trigger a set of capture forms on a ticket from an embedded button/auto-task, or do I have to look into another method? Many thanks, -B