[Is there a way we can receive an email notification when we are tagged in a ticket in Hornbill? as currently it only shows up in the notifications in the portal and are being missed.]

@Sahana. Shenoy
Thanks for the clarification. I think I may have mis-understood the original request. The email notification will only apply to assign or updates of calls you are a member of , it wont email on adhoc @XXXX type posts. 

Kind Regards

Keith Stevenson

[Is there a way we can receive an email notification when we are tagged in a ticket in Hornbill? as currently it only shows up in the notifications in the portal and are being missed.]

@Sahana. Shenoy
You can set the notification options under your analysts properties (Top Right Icon and My Settings) 

Kind Regards 

[2 External customers using the customer portal getting error 'Could not load portal configuration']

@Adrian Simpkins If so its likely this. 

Kind Regards
 

 

[2 External customers using the customer portal getting error 'Could not load portal configuration']

@Adrian Simpkins Are both on BT or a subsidiary of this and do they have child safe guards enabled? 

[Outage across multiple platforms]

@MacLean Ferguson
Also https://status.hornbill.com/ is the URL to access . That was not effected

Kind Regards
 

[Outage across multiple platforms]

@MacLean Ferguson
This is now restored. We will be providing a full report later once we finish tidying the remaining issues up 

Kind Regards

[Outage across multiple platforms]

@MacLean Ferguson
Since around 20:10 the cluster of machines hosting your instance has suffered a disk issue. We are looking to resolve. 

KInd Regards

[Shared Mailbox - Rename Folder option]

@Martyn Houghton
We can inform you that this has been added in the new UI , there is now an option next to compose to rename any non system folder. 

Kind Regards

Hornbill Cloud Team 

[KeySafe entry token refresh failing.]

All,

The ESP release containing the fix went live this morning and testing shows the issue with Keysafe creation no longer occurs. 

Kind Regards

Hornbill Cloud Team 

[KeySafe entry token refresh failing.]

All
Thanks for the information. We have now replicated and resolved the issue inhouse. This will be part of tomorrows 5AM ESP update .

Kind Regards

Hornbill Cloud Team 

[KeySafe entry token refresh failing.]

All,
Thanks for the posts. We are checking the change. 

Kind Regards

Hornbill Cloud Team 

[KeySafe entry token refresh failing.]

@Berto2002
Just to clarify the change made is to specifically fix the ""Instance endpoint call failed" on the creating KeySafe. Not any other issue and it should be this that is tested\confirmed.

Kind Regards

Hornbill Cloud Team 


@Adith
Will make the change to your instance now..  Give it 10 minutes and test again 

Kind Regards

Hornbill Cloud Team 


 

 

[KeySafe entry token refresh failing.]

@JamesGreen
We have identified an issue with the generation of new Key Safe items and made a change that should resolve this. Can you try again and confirm 


Kind Regards

Hornbill Cloud Team 

[Issues posting comments and changing statuses]

@Mike Hillman
Thanks for the post. We have had 1 other customer report something similar when trying to set Sub Statuses . We are investigating. 

Kind Regards


Hornbill Cloud Team 

[Issues posting comments and changing statuses]

@Mike Hillman
Thanks for the post. We cant see anything unexpected in the logs and everything appears normal. Can you confirm if the comment appears after a refresh of the browser?  If that still doesnt post as expected can you create a HIR file and send this via direct message. 

Kind Regards

Hornbill Cloud Team


 

Generate a HAR file in Chrome

1. Close all incognito tabs and windows in Chrome.
2. Open a new incognito window.
3. Click the more actions menu (...) to the right of the toolbar and select More toolsDeveloper Tools.
4. Select the Network tab.
5. Ensure that Chrome is recording. A red button indicates that a recording is already in progress. Otherwise, click Record network log.
6. Select Preserve Log.
7. Clear any existing logs by clicking Clear network log ().
8. Go to the page where the issue occurred and reproduce the issue.
9. Click Export HAR (the down arrow icon) to export the file as HAR.
10. Save the HAR file.

Generate a HAR file in Firefox

1. Close all private tabs and windows in Firefox.
2. Open a new private window.
3. Go to the page to be recorded.
4. Click the application menu () and then More toolsWeb Developer Tools.
5. In the developer tools docked tab select Network.
6. Go to the page where the issue occurred and reproduce the issue. The page automatically starts recording as you navigate.
7. When you're finished, click Pause/Resume recording network log.
8. Right-click anywhere in the File column and select Save All as HAR.
9. Save the HAR file.

Generate a HAR file in Safari

1. If the Develop menu doesn't appear in the menu bar, go to SafariSettings.
2. Click Advanced.
3. Select Show Develop menu in menu bar.
4. Close all private tabs and windows in Safari.
5. Open a new private window.
6. From the Develop menu select Show Web Inspector.
7. Click the Network tab.
8. Go to the page where the issue occurred and reproduce the issue.
9. When you're finished, click Export.
10. Save the file.

Generate a HAR file in Edge

1. Open Edge.
2. Close all InPrivate windows.
3. Press Ctrl + Shift + N to open a new InPrivate window.
4. Click the Settings and more menu (...) to the right of the toolbar and select More toolsDeveloper tools.
5. Click Network.
6. Ensure that Edge is recording. A red button indicates that a recording is already in progress. Otherwise, click Record network log.
7. Visit the page and complete the steps that trigger the issue.
8. When you're finished, click Stop recording network log.
9. Click Export HAR (the down arrow icon) or press Ctrl + S to export the file as HAR.
10. Save the HAR file.

[Unable to load instance configuration data]

@Mark Priest
Thanks for the post. This is most likely something on the users network or machine blocking access to our URLs.  We see this from time to time with BT users who have Parental controls enabled and the following post may help with those
 

) 

[Outbox is growing but not sending]

@LawesD
This does appear to be a problem with your SMTP server for port.ac.uk in the way its terminating TLS connections.  The first error was at 

2023-11-03 10:22:02Z [INFO]:[GENERAL]:[1084] MAIL: Failed to send message data: ChilkatLog:

You will need to contact the admin of the SMTP server and ask them to investigate. 

Kind Regards

Hornbill Cloud Team 

 

[Routing Rules - toaddress]

@Malcolm
The check for which user to log the call against will look at the h_email field in the h_sys_accounts table (users).. In your instance the test email address (from ) you used (which was your own) is set against your own user and the admin account.  These can be configured in the Platform Admin -> User section 

Kind Regards

Hornbill Cloud Team 

[Routing Rules - toaddress]

@Malcolm
Thanks for the post. From the logs it appears that it fails to log the call as more than 1 account has the same email address and therefore it cant decide which 1 to use. You should update the accounts with duplicate email to remove the ambugity

2023-10-24 08:01:49Z [INFO]:[SYSTEM]:[8012] Processing auto-e-mail-responder request ... Subject: Re: Test Automation Boom
2023-10-24 08:01:49Z [WARNING]:[COMMS]:[8012] Operation[apps/com.hornbill.servicemanager/arOperation::raiseNewRequest] /apps/com.hornbill.servicemanager/flowcode/fc_ar/raiseNewRequest.js(305): error X1001: Uncaught Found more than 1 account with the same email address.

Kind Regards

Hornbill Cloud Team 

[Hornbill down?]

Chris
Thanks for the post. We can see no issues with connectivity and our monitoring of all instances from 5 remote locations showed no issues. During the time post we can also see users accessing your instance. 

Kind Regards

Hornbill Cloud Team

[BT and Plusnet Customers]

Dear Customer
Unfortunately, BTs (And therefore any subsidiary such as PlusNet etc) parental filters are blocking valid Hornbill URLS due to an incorrect listing on their system. As this is a BT issue and not a Hornbill issue and as Hornbill are not BT customers we are unable to escalate to them or resolve. We therefore recommend that you send via the BT support channels that you as a customer of BT has the below. 

The problem will manifest as shown in the below image when using a BT (or Subsidiary service) with Parental Filters enabled. 

========
Dear BT
The below URL is being incorrectly intercepted by your parental control filter 

mdh-p01-api.hornbill.com

This is being DNS poisoned and returning IP of 81.130.111.239 i(or similar) instead of the expected  78.129.173.117 

The Address mdh-p01-api.hornbill.com/78.129.173.117  is owned by Hornbill Technologies and should not be blocked.  Please unblock this ASAP 

========

Kind Regards

Hornbill cloud Team 

[Enabling AI assist]

@Jim
No at the moment its all 

Kind Regards

 

[Cannot Upload pdf as an Attachment]

@Nikolaj
Thanks . I can now replicate the issue.  Will investigate. 

Kind Regards

[Cannot Upload pdf as an Attachment]

@Nikolaj
Thanks for the post. We can see no errors in the logs. If the file is not sensitive can you send it me in a PM or just the file name. 

Kind Regards

 

[Intermittent Email Failure - Sending to Customers fail due to MC and SPF checks to domains intermittently.]

All,
There was a cloudflare DNS issue this morning for a 2 hour window.  You may have seen intermittent mail delivery failures, however the emails should have been resent automatically 

Here is a link to the cloudflare status page. 

https://www.cloudflarestatus.com/#past-incidents

Kind Regards

Hornbill Cloud Team