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Cristian

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Posts posted by Cristian

    "Unable to Load the Service Request details" error for a specific user

    in Service Manager

    Posted

    Hello everyone,
    one of our users reports a problem when opening tickets. when the intelligen capture process starts, he receives an error: Unable to Load the Service request Details. 

    This error only appears to this user, on several browsers, even in incognito mode. The user has the same roles (Basic user role and Self service User ) as all other users and is associated with the same organisation as his colleagues.

     

    The intelligent capture flow:

    Intelligent capture flow.PNG

    The error that the user see:

    immagine.thumb.png.9ad5845471cfd9e5c1bc1621ed584ada.png

    The role of the user:

    immagine.png.28c03caa78c15df3758ceab68225076d.png

     

    Can you help me understand where the problem lies?

    Regards

    Cristian

    Azure Import Utility - invalid memory address

    in Integration Connectors, API & Webhooks

    Posted

    Good morning,
    For a few weeks now, we have had a problem synchronising users between Azure and Hornbill. The import worked correctly for many months until it crashed displaying this error:

    immagine.png.33d39af5b60e1cbb85bec9db42b44969.png

    I read in the wiki that this error occurs when 'there is an incorrect attribute in the conf file. Our configuration file was last modified in August 2023 and has worked since then until a couple of weeks ago.  What tests can I do to find out where the problem is?

     

    Regards

     

    Azure Import Utility BearerToken Error

    in Integration Connectors, API & Webhooks

    Posted

    Hi @SamS,
    I checked the configuration file and removed the entries: APIKey, InstanceId, Tenant, ClientID, ClientSecret present in my original configuration file. I tried re-launching the synchronisation but I still get the same error. I am attaching my configuration file so that you can also check it. I did it with Notepad++ and I don't seem to be missing any parentheses in the file.

    I admit that I am confused between the KeysafeID and the KeysafeKeyID.  Should I enter a value under KeysafeKeyID in the configuration file? If so, what value should I enter? Should I enter the KeysafeID in the configuration file? Where do I retrieve it from?

    Thank you

    conf.json

    Azure Import Utility BearerToken Error

    in Integration Connectors, API & Webhooks

    Posted

    Hello everyone,
    I have updated the version of the Azure Import Utility from 3.2 to 4.1. I followed the guide here to configure the new version but I always get an error when running the software. Attached to this post find the complete log. The steps I performed were:
     - I created a new Client Secret on the Azure portal (the original one was out of date) and put it in the conf.json file
     - In the Keysafe repository I created a new AzureImports key with TenantID and ClientID
     - In the API Keys page of the Admin user I created a new API Key which I entered when I first ran the azure_user_import.exe programme. I also tried creating a new API Key in my user (which is part of the admin group) but nothing changed.

    When I run the programme I always get the following errors:
    Error Loading KeySafe Authentication: The specified key could not be found
    Error Decoding LDAP Server Authentication: unexpected end of JSON input

    Can you help me solve this problem?

    Regards

    Azure_User_Import_2023-08-22T09-58-30+02-00.log

    Microsoft 365 mail connector Oauth - Issues

    in System Administration

    Posted

    31 minutes ago, Michael M said:

    When you linked the keysafe entry, did you use the email address/credential of the o365 mailbox?

    No, when i linked the keysfae entry i use my global admin user

    image.thumb.png.8b9b5d5c21ac4f5d278ef12ecf8f550a.png

    32 minutes ago, Michael M said:

    And when you performed the pop3 test, did you use that same email address with the earlier keysafe entry?

    yes

    image.png.f04597be649ada71766e1c7eed747269.png

     

    I hope the two screens I have attached can help. 

    Regards
    Cristian

    Microsoft 365 mail connector Oauth - Issues

    in System Administration

    Posted

    Hi,
    for a few weeks now we have been unable to check our office 365 mailbox from the Hornbill portal. We have configured the new authentication method via Oauth2. I created a new key of type MicrosoftO365Mail:OAuth2 from the KeySafe page with my user global admin and followed this guide on the hornbill wiki to configure the mailbox. Now when I try to make a test connection to our mailbox I always get this error:

    Unable to login to POP3 server via oauth2.
    HornbillMailApiLog:
      Pop3Authenticate:
        DllDate: Mar 28 2023
        ChilkatVersion: 9.5.0.94
        UnlockPrefix: HRNBLL.CB8102024
        Architecture: Little Endian; 64-bit
        Language: Visual C++ 2022 / x64
        VerboseLogging: 0
        Pop3Authenticate:
          username: [omitted]
          popSPA: 0
          greeting: +OK The Microsoft Exchange POP3 service is ready. [TABPADYAUAAxADIAMwBDAEEAMAAwADQAMwAuAEcAQgBSAFAAMQAyADMALgBQAFIATwBEAC4ATwBVAFQATABPAE8ASwAuAEMATwBNAA==]
          pop_office365_xoauth2:
            PopCmdSent: AUTH XOAUTH2
            PopCmdResp: +
            auth_xoauth2_response_1: +

            PopCmdSent: <base64 string in XOAUTH2 format>
            PopCmdResp: -ERR Authentication failure: unknown user name or bad password.
            POP3 response indicates failure.
            AUTH_XOAUTH2_response: -ERR Authentication failure: unknown user name or bad password.

          --pop_office365_xoauth2
          POP3 authentication failed
        --Pop3Authenticate
        Failed.
      --Pop3Authenticate

     

    can you help me solve the problem?

     

    Regards

    Cristian

    Hornbill Azure User Import Utility

    in Integration Connectors, API & Webhooks

    Posted

    Hi,

    when we configured Hornbill ( about one year ago) we configure a script to import Azure 365 User in Hornbill. This script use the Hornbill Azure User Import Utility to import users each and has work fine until the 1st of april. After this day the script stop to work. In the log i see this messages:

    2023/05/10 13:40:09 [MESSAGE] ---- Azure Import Utility v3.2.0 ----
    2023/05/10 13:40:09 [MESSAGE] Flag - config goAzure2HUserImport
    2023/05/10 13:40:09 [MESSAGE] Flag - logprefix
    2023/05/10 13:40:09 [MESSAGE] Flag - dryrun false
    2023/05/10 13:40:09 [MESSAGE] Flag - instanceid
    2023/05/10 13:40:09 [MESSAGE] Flag - apikey
    2023/05/10 13:40:09 [MESSAGE] Flag - apitimeout 60
    2023/05/10 13:40:09 [MESSAGE] Flag - workers 1

    2023/05/10 13:40:09 [MESSAGE] Flag - forcerun false
    2023/05/10 13:40:10 [MESSAGE] Overridden Page Size 1000
    2023/05/10 13:40:10 [ERROR] Unable to run import, a provious import is still running

    in the past days i have:

    update the version of Hornbill Azure User Import Utility to 3.2.0,

    checked the ClientSecret key, the key is valid until july 2023

    rebooted the server

    after this steps i always receive the same error. Can you help me to resolve this issue?

     

    Regards

    Cristian

    "Unable to Load the Service Request details" error

    in Service Manager

    Posted · Edited by Victor
    EDIT: Phone numbers, email and instance name visible in the screenshot

    Hello everyone,
    one of our users reports a problem when opening tickets. when the intelligen capture process starts, he receives an error: Unable to Load the Service request Details. 

    This error only appears to this user, on several browsers, even in incognito mode. The user has the same roles (Basic user role and Self service User ) as all other users and is associated with the same organisation as his colleagues.

    Can you help me understand where the problem lies?

    Regards

    Cristian

    Intelligent capture flow.PNG

     

    image.png

    Send a mail notification when a comment for the teams is added

    in Service Manager

    Posted

    @Victor In our configuration of Hornbill we have 4 Teams ( IT support, Application Italy, Argentina and Leather)with different desk guy. The best solution for us is: If a desk guy a add a comment in a ticket assigned to the Leather Team , Hornbill generate a mail notification to all the member of the Leather Teams. In general if a desk guy  add a comment in a ticket visible only for your team is possibile that the team ( where the guy is member) receive a email notification?desk guy a add a comment in a ticket assigned to the Leather Team , Hornbill generate a mail notification to te mamber of the Leather Teams. In general if a desk guy  add a comment in a ticket visible only for the teams is possibile that the team ( where the guy is member) receive a email notification?

    Regards

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