[All Supplier Information Has Vanished!]

@Ben Maddams I've sent you an email, if you could reply to that mail with the requested passcode we can take a closer look into this for you.

 

[Critical incident affecting the service in customer instances]

@Trevor Tinsley Below is the RCA for last weeks outage:

"At 16:26 BST on 14th June our monitoring systems detected a loss of connectivity to one of our datacentres (MDH - Maidenhead). This was a temporary loss of communication between the firewalls brought about by a temporary loss of power to a switch during routine maintenance. The power outage should not have caused any issues, but on this occasion, all remaining firewalls incorrectly took on master status. Steps were taken to resolve the issue by demoting secondary firewalls and this was completed at 16:42. The total impacted time was 16 minutes.

A planned update to the firewalls which includes changes to mitigate this situation is already in place and will be scheduled over the coming months.

The chance of the error occurring again is extremely low and we apologise for the inconvenience this will have caused."

[Service no longer visible to Service Desk]

@Adrian Simpkins @Daniel Good to hear you are back up and running.

[Service no longer visible to Service Desk]

Further changes have been made to correct the problem, if anyone still affected can flush their browser cache please and let me know if the problems persist.

[Service no longer visible to Service Desk]

Unfortunately although the patch did correct one of the issues there were further issues discovered here that needed to be addressed.  Therefore a fix is being rolled out now and should be deployed to all shortly.

[Service no longer visible to Service Desk]

All, the patch has now been deployed, let me know if any of the problems persist.  If you do continue to see issues be sure to flush your browser cache before trying again.

[Service no longer visible to Service Desk]

A patch is now in the process of being deployed to all instances.  I will post confirmation once this has been completed.

[Service no longer visible to Service Desk]

All, we are aware of the issue and are currently working on a fix.  I will have a further update for you shortly.

[Critical incident affecting the service in customer instances]

@Trevor Tinsley I will have that for you shortly and will let you know here when it is ready.

[Critical incident affecting the service in customer instances]

@Adam Toms I should have an RCA early tomorrow for you.

[Critical incident affecting the service in customer instances]

The issue should now be corrected.  Please accept our apologies and let us know if any issues persist.

[Backup of request data in the live instance prior to executing the Hornbill Cleaner utility]

@Izu Normally this utility is used for wiping a new system of demo\test data before a go live.  I'm not sure there is any documented backup method as such and running the tool results in permanent data deletion.  There is a dry run option you can use with the utility though if you want to test it out before committing to a live run.  If you want a backup though that would likely need to go via the Cloud team.

[No Team Assigned]

@Adrian Simpkins Looks like a refresh issue of sorts, does hitting the refresh button clear the notification?

[List of email templates in a request]

This issue was caused by blank email templates, deleting any blank templates from the below location in the admin view should correct the problem.

  

[Asset Management - List View Search does not work on certain fields]

@Frank Reay, From discussing this with my colleagues and looking at your setup via the passcode provided, I believe you can only search on values in the h_cmdb_assets table, h_devicename which as the name suggests stores the Device Name is taken from the h_cmdb_assets_mobile_device table which would not be searchable.  It would probably require an enhancement to enable this.

[Asset Management - List View Search does not work on certain fields]

@Frank Reay, thanks for this.  I'm currently taking a look and will have an update for you tomorrow.

[Asset Management - List View Search does not work on certain fields]

Hi @Frank Reay, Apologies for the delay in getting back to you.  I've been trying to replicate this but not having much luck, if you could PM me a support passcode I can take a closer look at your setup.

[Portal search and bulletins not loading]

The patch has now been deployed.  Please let me know if anyone sees any further issues here.  If the issue persists try flushing the browser cache.

[Portal search and bulletins not loading]

All,

We now have a patch for this issue, this should be deployed to all instances shortly and I will confirm when this has been done.

[Report / audit on individual performance (timeline)]

You could create a report using the main requests table and also h_buz_activities I believe.  There is a h_actor column in the activities table which you can use to filter by technician.

[Change Calender Filtering]

@Ann I've tagged it as an enhancement, if feasible it will be considered for future releases.

[Request category tab not showing until refreshed]

@Michael Sharp It would be interesting to determine if this affects all the commonly used browsers or is limited to just one.  Is everyone using Chrome for example?

[Change Calender Filtering]

@Ann Not possibly currently from what I can see but would make for a useful enhancement.

[Custom buttons]

@Alisha Don't think this would be possible with the current setup so I'll tag it as an enhancement.

[Could not connect to instance: timeout]

@Jamie Talbot Good to hear thanks.