[Archived User not showing in User list]

Hi Nanette,

I should have said, yes I did. I have subsequently received more information from the person that reported this to me and the underlying cause was a duplicated email address....don't ask.

Thanks for your assistance

Osman

[Archived User not showing in User list]

Morning All,

This is a bit weird. I have been advised that a User has not able to access the self-service portal. I have checked the sync log and can see that there are the following entries:

2023/11/02 03:02:58 [DEBUG] Azure User ID: '{UserID}' NOT Found

2023/11/02 03:02:59 [DEBUG] User Create: {UserID} ({UserID})
2023/11/02 03:02:59 [ERROR] Unable to Create User: {UserID} Error: User already exists with account status: archived

I have checked the database, user doesn't exist. I have manually eyeballed the user list, user doesn't exist. I have attempted to manually re-add the user, and get an error that the user exists in an Archived state.

Any advice would be welcomed as to how I can re-activate the user?

Thanks

Osman

[IT Only Self-Service Portal]

Hi All,

With other ITSM's I have been lucky enough to administer there have been methods by which I was able to allow the Service Desk to create quick tickets for regular requests and incidents. I believe I can do the same simply by creating Workflows that pre-populate specific fields. What I would like to know is whether it is possible to publish these quick tickets in a Service Desk, or IT only area? Ideally, I would like a Portal similar to the user facing Self-Service portal but with the previously mentioned quick tickets linked. On the face to it, the only way I can think of to achieve this would be to create a new Service in the Service Portfolio and limit it to the IT Teams that would use it and then add the Quick Ticket workflows to that Service.

Any other suggestion/ideas?

Thanks

Osman

[Send email to users responding to Closed Tickets]

Thanks, much appreciated, I will give it a go.

[Send email to users responding to Closed Tickets]

Afternoon All,

Hopefully a simple one. I need to be able to respond to any user that emails into a Closed Incident or Service Request advising it has been closed and suggesting they log a new ticket. I found:

And assume if I disable these it will stop updates happening, but I also want an email sent. Can this be done?

Thanks

Osman

[[Azure] BearerToken Error: Invalid HTTP Response: 400]

Hi Steve,

Thanks for this, all sorted. Looks like the old exe was still working, I actually put a typo in the Client ID when updating the conf.json after creating a new Secret when it had expired in AAD. I have now moved over to the new exe anyway as I assume the new security process will eventually be mandatory.

Thanks

Osman

[[Azure] BearerToken Error: Invalid HTTP Response: 400]

Hi Steve,

Have downloaded the tool and attempted to get it working, but the documentation isn't particularly clear on what authentication information is required to be added to the conf.json. As each time I do a -dryrun it is asking for the Instance ID and API key even though I have specified a conf.json with the information included?

Thanks

Osman

[[Azure] BearerToken Error: Invalid HTTP Response: 400]

Thanks for the speedy response. I did find this, but as the exe had a different name, I wasn't confident that it was what I needed. Will give it a go.

[[Azure] BearerToken Error: Invalid HTTP Response: 400]

Afternoon All,

This may prove to be a timing thing or it may be that I need to update the Azure Sync executable. It was discovered today that our Sync between Azure and Hornbill has not been working for about 4 weeks, our Secret had expired in AzureAAD. This has been renewed and the conf.json updated appropriately. However, after waiting about two hours and then attempting the sync, I got:

2023/08/08 15:22:28 [DEBUG] ---- Hornbill Azure User Import Utility V2.7.3 ----
2023/08/08 15:22:28 [DEBUG] Flag - Config File conf.json
2023/08/08 15:22:28 [DEBUG] Flag - Zone eur
2023/08/08 15:22:28 [DEBUG] Flag - Log Prefix 
2023/08/08 15:22:28 [DEBUG] Flag - Dry Run false
2023/08/08 15:22:28 [DEBUG] Flag - Workers 1
2023/08/08 15:22:28 [MESSAGE] ---- Azure Import Utility v2.7.3 ----
2023/08/08 15:22:28 [MESSAGE] Flag - config goAzure2HUserImport
2023/08/08 15:22:28 [MESSAGE] Flag - logprefix 
2023/08/08 15:22:28 [MESSAGE] Flag - dryrun false
2023/08/08 15:22:28 [MESSAGE] Flag - instanceid 
2023/08/08 15:22:28 [MESSAGE] Flag - apikey 
2023/08/08 15:22:28 [MESSAGE] Flag - apitimeout 60
2023/08/08 15:22:28 [MESSAGE] Flag - workers 1

2023/08/08 15:22:28 [MESSAGE] Flag - forcerun false
2023/08/08 15:22:29 [ERROR] GET https://api.github.com/repos/hornbill/goAzure2HUserImport/tags: 404 Not Found []
2023/08/08 15:22:29 [DEBUG] Loading Config File: E:\Hornbill_User_Imports\HB_Users/conf.json
2023/08/08 15:22:29 [DEBUG] Processing Old Log Files Current Retention Set to: 0
2023/08/08 15:22:29 [MESSAGE] Querying Group [Hornbill User Access]
2023/08/08 15:22:29 [MESSAGE] [Azure] Query Azure Data using Graph API. Please wait...
2023/08/08 15:22:29 [DEBUG] [SCRIPT] Generating Bearer Token
2023/08/08 15:22:29 [ERROR]  [Azure] BearerToken Error: Invalid HTTP Response: 400
2023/08/08 15:22:29 [DEBUG] Processing Azure User Data
2023/08/08 15:22:29 [DEBUG] Azure Users Processed: 0

I went off to grab the latest goAzure2HUserImport executable in case it was that, but it doesn't exist anymore on Git. Has something changed? Notwithstanding the inability to get a newer version of the sync exe, any idea what might be causing the above?

Thanks

Osman

[Workflow suspended indefinitely at suspend wait for category node - how do I stop this?]

Afternoon All,

I have read through this conversation about three times, and I am still none the wiser. Though I am experiencing the exact same behaviour as the OTP. I have been working through our Resolved tickets to see why they are not now set to Closed after the prescribed period, or in some instances immediately on completion. I have looked at the Suspended list and have found examples where it has stopped at the Suspend wait for Logging Category, further investigation on the examples revealed:

- The Tickets were not categorised;

- The User that actioned the Resolution does not have Access Control rights to override the Lock;

- The observation made previously where the override is allowed due to assignment seems also to be true in my examples. Specifically, assignment to an Owner, not necessarily assignment to a different team.

This really does need to be looked at as we will end up with potentially ever growing Resolved list, which is inappropriate for our, and probably most other organisation where there is an expectation for Tickets to move to a Closed state after an action or period of time.

Thanks

Osman

[Re-Open Resolved Ticket on Update of any kind]

Afternoon All,

I have been having a little look around and have found allusions but no clear solutions. At the moment, all tickets Resolved will not automatically reopen when a user responds to an email. Looking at the BPM, this looks to be intentional as we have a timer that only waits for a Status change. There is a node available for Suspending until Request Update. I have looked through the documentation and can't find a definition for what constitutes and Update. Would this include an email response? Also, is there any reason we would not reopen on user response? 

Thanks

Osman

[Single Sign-On not working]

@Keith Stevenson The url was https://lon-p01-api.hornbill.com/{InstanceName}/xmlmc/csrf_token?_=xxxxxxxxxx. Our Proxy is provided by Censornet, no idea where they generate their lists from.

[Team Assignment Notification]

Hi Steve,

Thanks, that is perfect, exactly what I was looking for.

Much appreciated

Osman

[Single Sign-On not working]

@Mark Priest Have just looked back over the email chain at the time, it seems that our Proxy was blocking the underlying Hornbill URL categorising it as a Pornography site. If you launch the site to the error, hit F12 on the keyboard to open the Dev Tools, I think under the Network Tab you should see an error with a Status Code: 502 Access Denied. The associated URL is the one being blocked. Your situation may be different, but if you have updated anything internet security wise recently, then it will probably be the same issue.

[Team Assignment Notification]

Afternoon All,

I have been searching and searching and have yet to find the answer.  Is it possible, without amending every BPM, to notify a Team when a ticket is assigned to them?

Thanks

Osman

[Date/Time Issue on new Service Request]

Just by way of an update, I have kind of figured out how to fix this, it seems if I place square brackets around the value, it works. The only negative side effect seems to be that the UTC value shows up in the summary with square brackets around it in search results. But I think we can live with that for now.

[Date/Time Issue on new Service Request]

Thanks Steve,

Apologies if I missed it, but how do I format it for local time. As I have tested using both the RAW and Display Value for the date/time?

Thanks

Osman

[Date/Time Issue on new Service Request]

Morning,

I have only now had the opportunity to circle back to this and try the suggestion of mapping a Custom Field to a Pro Cap answer. I have done exactly as suggested and have mapped a Date/Time picker form field to Custom 21 and tested. The result is the same, the time is still an hour out, but it seems to be in a different part of the form:

To be clear, the correct time is the one in the Questions section.

Thanks

Osman

[DKIM for Outbound Email]

Afternoon All,

I appreciate that this is an old post, but thought it a good place as any to place a follow up query. As show in the screenshot from @Gerry above, we have enabled DKIM and added the appropriate TXT record to our domain DNS. However, everytime the Verify DKIM button is pressed to verify the record, we receive the same as above:

No matching DKIM TXT entry found

I suspect that I know why. We have added a TXT record with a custom selector, not the one that is default(DKIM). This is because it would not be practical to have the selector be so ambiguous, as we will have multiple DKIM entries for other 3rd Party providers. My question therefore is, how to we change the DKIM Selector value in the admin portal as it does not seem to be editable? I have checked through the settings that it I could find, but nothing?

Thanks

Osman

[Single Sign-On not working]

Afternoon All,

Looking at the status page, everything seems to be green, but we are currently experiencing SSO failure on our HornBill instance:

We have tried on both Domain and via Direct Access, and it still isn't working, are there any issues?

 

Thanks

Osman

[Conditional Statement in IC not working]

Thanks Steve,

I figured out on the basis that contains was required, that it must have concatenated the two values into a single string to be tested against.

 

[Conditional Statement in IC not working]

Hi Steve,

That has worked. Still don't understand why, but it works.

Thanks

Osman

[Conditional Statement in IC not working]

Morning All,

A bit of an odd one. I have created a form element that has two tick boxes, with Values Mailbox and Calendar. I need a subsequent field to only show if Calendar is ticked. Weirdly it will work only if Calendar is ticked. If both Calendar and Mailbox are populated, the field disappears until I untick Mailbox.

Any ideas why?

Thanks

Osman

[Request/Incident Ticket Form not Refreshing when changes are made]

Morning All,

A bit of an odd one. Hornbill page doesn't automatically refresh when working on tickets in one of our regional offices, however it works at others or whilst connected via DA. I am reasonably certain this will be an issue with our web filter, but need to understand how the form update process works so we can take this to our networks team. What triggers the update that might be blocked by a proxy or firewall?

Thanks

Osman

[Hornbill not working for Single Sign-On]

Looks like it is all back up.