MacLean Ferguson

We're looking at utilizing the Power Automate integration with iBridge but struggling to track down how we can get the flow licensing set. Has anyone been able to tie the integration to an account or is the only way to license the premium flows option?

My regional settings are set to English (American). I know I had changed it for testing in the past so I cleared my cache and I'm still getting only the British English fields.

The new test IC system is not using system language.

As departments no longer have access to Allow Task Action can they be removed from the assign to groups in Human tasks? Below is an example from our system where one of those is a team and one is a department. If we end up assigning the department, then only the owner is able to clear the tasks since that right has been removed from the department. If the owner is on leave then we are unable to move the ticket along without accessing our Super Admin account.

This was solved by retiring the service. New requests are able to flow into the service still but we can have customer visibility without it showing in our all services option in the employee portal.

This is resolved for us now.

Some of our outbound mail is moving to failed now and is pulling this as a new error when trying to resend.

Hi James, Thanks for getting back to us. We're still failing for now but I'll look out to see if we start sending here soon.

Is anyone else experiencing outbound mail failing from an office365 connection. Inbound is working fine and we were able to disconnect and reconnect our keysafe but we're still not getting any outbound mail flowing. The first failed message happened at 6:08 AM Pacific time.

Here is the final error screen after reloading and coming up blank.

We are getting an error on the initial load of the app on all devices. After the reconnect timer we get some information loaded into newsfeed but requests stay empty.

We lost access to requests in the mobile app. We end up with a blank screen. After reloading and clearing cache we get to an image of sad Harry but no error message. First reported on iOS but all of our testing and troubleshooting has shown the same behavior on both iOS and Android.

We have a couple of services that we keep hidden. We are starting to run into an issue where customers lose access to their submitted tickets when they get converted to the hidden service. Is there a way to give customer access without making the service visible. We are using these services for ticket types that need cross team access. For example we have one for our intranet site that needs access for our communications team and our IT team. We don't want to give support access to everyone in IT to our communications catalog or vice versa so when a ticket gets submitted the workflow has it change services to the hidden service so both teams have support access. We want this functionality without cluttering our ticket submission page with some of these mixed team services.

This just came up as a topic for us as well. Would love to have this as a feature.

It looks like that might a different issue for us. I am still not able to access. I'll check with our team to see if we have changed our security settings.

We're experiencing an outage and it looks like out support portal and the status.Hornbill are all down for us here. Is this a known issue? @James Ainsworth

We're trying to improve our tracking of our tier 2 support tracking. Right now our tier 2 teams have a lot of failed SLAs that may or may not have failed at tier 1. Right now our best thought is to raise a new ticket at each escalation but we don't want to flood too many tickets into our queues or have a customer trying to track progress over multiple tickets. Does anyone have something in place to help track response progress on team reassign?

@James Ainsworth That sounds like that would work. We'd need to be able to call the results so we can route a decision based on the result. As long as that is possible it should work great. I'll start playing around there to see if I can get it to work.

We're looking to add decisions or update routing based on the time of day a ticket hits notification nodes. Specifically we want to know whether we're assigning a ticket round robin or leaving it unassigned and sending a message to our on-call phone. If we could have it check our Working Time Calendar that would be the most ideal so it would route to on-call for Holidays as well. Any direction/ suggestions are appreciated!

@Jim @Steve Giller Thank you for jumping in on this!

Our maintenance team interacts almost exclusively with the Hornbill app and have run into a number of usability issues. I'll try to list them here in the order of impact for their work. Activities not accessible through Tickets The biggest issue is the inability to access their activities associated through a ticket. Having them completely separate makes it difficult for them to sort through which activity goes with which ticket, especially since there is some overlap in work taking away the workaround of assigning activities directly to each user. No I'm a Member View With the nature of their work having primary and secondary coverage is really important to their work. The app currently only has My Requests, All My Teams, All my Services, and their teams. It would be ideal to have custom views so we could make queues for all requests Assigned or a Member but at least having access to I'm a Member would be a huge improvement. Load More hidden by Open/ Request With the amount our team is currently having to operate out of the full team queue, they are having a significant issue with the Load More button hiding behind the Open and Resolved buttons. When scrolling through pages one misclick and they have to start scrolling from the top of the list again.

We have a workflow with a Suspend set up as below. The goal is to have this ticket assign for an initial team for triage. Once that team assigns it the following Human Tasks assign to the new owner and an email goes out to the customer with the new owner's name. In practice this node is freezing all of the tickets at this node. No assignments or any action I have tried is able to pass this suspend. Am I misunderstanding/ misconfiguring this node?

@Gerry This is great, thanks for getting this added!

+1

We currently have our Hornbill emails flow through an OAuth2 mail connector. Currently, the account handling those emails is unable to have MFA enabled because it fails refresh and our emails stop going out. We don't have any issue with other OAuth2 connections just with the mailbox here. Has anyone else had success getting their mailbox configured with MFA?