Deen

@Joshua T M Have you set TLS encryption on the outbound mail configuration as the error appears to be TLS related?

Note that if the problem persists after a refresh, try flushing the browser cache instead.

@LifeOfJonny It should do, I'll look into why this wasn't the case on this occasion.

Regarding the issue itself, the following was the root cause: At 10:06 on 30/11/20, we detected a significantly higher load on one of our API distribution services (NGINX), whilst not a problem this was noted and a plan of action invoked that would release the resources during the next maintenance window (2am tonight). Unfortunately, this got worse and at 11:33 became critical. The planned action was then carried out as an emergency and resolved at 11:40. We are investigating the root cause to fully understand why the load increased and continue to monitor. As part of the emergency plan additional resources were added to prevent a second re-occurrence.

@HGrigsby From the Insert menu in Word there is a specific option to add a link. Perhaps if you simply copy and paste in a link it is treated differently and there may be some hidden formatting at play, so might be worth a try specifically using the Insert option.

@JoanneG In the Admin Console if you go to Home - Applications - Service Manager - Business Processes - Executed Processes Use the 'Ext Reference' field to locate the affected request. From here under the Actions section there is a 'Show Process Logging info' option. Locate the entries for the time the error occurred.

@lee mcdermott Yes that's a possibility. I'll see how the investigation pans out on the request.

@Mark (ESC) If you open the properties of a Service, and then select the Config tab for each request type there is an Email Template drop down list that allows you to specify the default template when mailing out from that request type. I cannot see how to filter the templates however, although that would be useful.

@HHH I'll tag it as an enhancement, hopefully something they can do in a future release.

@lee mcdermott Sounds similar to the following: Is this still happening and is only the one template affected?

@Adrian Simpkins I have double checked against our own system and these timings are in seconds. For example a request has its response marked 5 minutes after it is raised, Response time is then listed as 540 seconds.

Good to hear, let me know if you see any further issues with this.

@Paul Alexander The corresponding database field is a varchar(512) so I don't see how the email subject could exceed that.

@nasimg As far as I'm aware there has been no patches for either portal. Is it only this particular type that is affected and is it OK in the user app?

I've given this a try and for me it displays a 0 unfortunately so not sure this can be accomplished with the current services and portal.

Good to hear Adrian, everyone else affected should also now be back up and running.

All, we are aware of the problem and are looking into this.

@nasimg Are there no new requests at all coming through via the portal? If the issue persists please raise a request and we will investigate further.

A fix has now been applied for this issue. If anyone continues to see problems however let me know.

@nasimg The fix has been applied, can you try flushing your browser cache if you are still seeing the issue.

@AWeaire That shouldnt have made a difference. Either way the fix will be dropping shortly and should just require a browser refresh.

@AndyHill This looks to be the same issue as reported here.

All, we are aware of the issue and are looking into this with the highest priority. I'll have a further update shortly.

Conversations are a feature of Hornbill Collaboration, looking through the Collaboration settings unfortunately I cannot see a way to disable this, so perhaps an enhancement is required here.

@Adrian Simpkins Not something I have seen, but potentially could be a browser caching issue if the search failed the first time but then worked the second time. I would expect it to fail every time if the problem was with the search. I'll have a play around with my own system to see if I can reproduce this.