Archana

Hi @James Ainsworth Thank you for your response. I have checked the under User options as you suggested in the Data import configurations and Search For Manager Id option is already 'ON' for us. Attaching screenshot for reference.

Hi Team, For some of the users in hornbill, the manager details shows incorrect. Could you please advise, how this can be amended or where to edit the details.

Hi @Steve G, I have given the same user account who encrypted details first, for the field in task scheduler: 'When running the task, use the following user account:' But still it gives error. Also Do not store password box is ticked. does this going to be an issue?

Hi @Steve Giller, Thank you for the reply. As mentioned above, I have tried the fix mentioned in the troubleshooting page. Tried resetting the encryption. After resetting encryption the task run successfully for the first run and the it failed with same error message in the log when it run the schedule from task scheduler. It always works when trying to run from command prompt manually as user account defined to run the task. But never works for schedule.

Hi, I have scheduled Asset Import (v4.3.1) using Task scheduler to run everyday at 11:00 PM. It was working fine, but recently after a server restart the task shows error message "Error processing authentication details: Decryption of authentication data failed: Key not valid for use in specified state." in the log. I have tried running the task manually from the task scheduler and it failed with same error. However when I am running the task from command prompt as the same user account which is used in task scheduler it works fine. I have tried resetting the encrypted credential and it runs successful from first run from command prompt. But again it failed the schedule at 11:00 PM with same error message in Log. Task scheduler shows return code as 2147942503. Could you please advise how I can fix this? Is this something with task scheduler or permissions as I can run the import successfully from command prompt using the same user account which is used in Task scheduler.

Hi @Steve G , Thank you for the information. We have scheduled the Asset Import to run everyday by task scheduler and we see that we receive the above mentioned error after every reboot of the server although the task is scheduled to run automatically from the defined user.

Hi, Asset import program fails with the below error: Error processing authentication details: Decryption of authentication data failed: Key not valid for use in specified state. Current version we are in: 4.3.1

@Victor It worked after creating custom role as you mentioned. Thank you for the help.

I have tried a dry run for asset_import.exe v4.2.2 and received the same error in log file. But the records processed and import completed without any other error. And the the user I used is having "Hornbill Service Manager Integrations" role.

@Steve Giller Could I please ask for an update.

@Steve Giller Thanks for the reply Steve. Yes. I have added User Roles and Asset management User roles (which were missing)to the account we are using and now log shows '[ERROR] Unable to run Query [getUserAccountsList] You need the right 'sys.a.manageUsers' in order to invoke the query: ' Are there any other roles or rules needs to be added.

@Steve Giller I have added admin:keysafeGetKey to the existing rules (above mentioned screenshot) for AssetImport API key. When I am trying to run the import, it is giving the below error. [ERROR] Unable to run Query [getUserAccountsList] The following rights [executeStoredQuery] in Group A are needed to invoke the method data::queryExec 2023/11/10 11:50:33 getUserAccountsList Count: 0 2023/11/10 11:50:33 Users Loaded: 0 2023/11/10 11:50:33 Caching Site Records from Hornbill... 2023/11/10 11:50:33 [ERROR] Unable to Query Sites List The user 'AssetImport' has the privilege level 'none' for the 'com.hornbill.core' application but requires 'user' to invoke this operation: getSitesList 2023/11/10 11:50:33 Caching Application Records from Hornbill I am using the 'conf_example_db_sccm' template given with the download file for v4.2.2. can you suggest how to resolve this error. I am trying to update directly from v1.8.1 to v4.2.2 is there anything that I am missing to setup since I have missed many versions in between.

Thanks @Steve Giller We already have an API key set for AssetImport and the Rules added for the AssetImport API key are the below as specified in the Authentication for AssetImport. Do we need to add admin:keysafeGetKey along with these rules?

Hi, I am trying to upgrade Asset import tool from v1.8.1 to v4.2.2. However there is a change in the configuration file used for import. In v1.8.1 the API key, instance ID and database authentication details are hardcoded, but in v4.2.2, it uses keysafe key for database authentication. When I am trying to run the import the log file shows below error message. "API call to retrieve key information from Keysafe failed: The API key specified is not authorized to invoke this operation (admin:keysafeGetKey), please contact your system administrator for assistance". Anyone knows what needs to be done? Any setup missing or anything needs to be added?

To add to above, We have noticed one of our ticket send reminder email on Oct 4 and another on Oct 5 at 10:29:40. But one other ticket supposed to send reminder on Oct 5 11:23 did not send the reminder. Both uses same workflow process. The issue still occurs to tickets assigned to 'Awaiting Authorisation' team after 05/10/2023 10:29:40(time approximate). Is there any way to find out what exactly happening with the tickets. We did a comparison for the one send reminder and other did not. But nothing suspicious.