Keith Stevenson

Paul, Thanks for the post. We are investigating. Kind Regards

All, A reminder that support for IE will end on the 15th June. After this time users will not be able to access Hornbill using IE, anyone still using IE should remind their end users before this time to avoid disappointment. if you have been directed here from the Hornbill Client stating IE is no longer allowed, then you should contact your IT Team to discuss alternate browsers Kind Regards

Euan, Thanks for the post. The root cause is usually a malformed or incorrect MIME email. Typically this would be a missing embedded image as in the mail header it states there are 3 attachments, but in the actually body 1 or more has been removed (by the sender..). The resolve is to remove the missing email attachment from the list of attachments before trying to apply the request. (in the email this will be displayed as a rectangle or similar without any image) . If you still have issues please PM me the message ID (You will see this in the URL at the top when selecting the message in the mailbox) Kind Regards

Jake, Thanks for the reply. That does sound like it will be loading the 15K records (and as its queried, exported and made into XML which adds a lot of overhead for the list) in Progressive capture this could be quite a lot (without knowing how long your assignment numbers are and what name you give then, it could be 5mb or more every time you open the log call form for that Query type, not sure how browsers will like parsing that. Whats needed is a server side (rather than client side) means to filter or populate from list or "external lookup" feature . Our development team will review this post and look to add something like the above in future if possible. Kind Regards Keith Stevenson

Jake, Thanks for the post. The answer isnt how many you can have it depends where you want to use them. In theroy the list can be unlimited but if you want to use then, in for example, a progressive capture you will find issues after 100 or so with the progressive capture taking longer to load. So question is where do you want to use them and how\why? Kind regards Keith Stevenson

Richard, Thanks for the reply. Its likely you are using the wrong set of menu items. The first set (in Red in image below) apply to the list of emails and will move multiple. The second set (above the message ) refer specifically to the mail being viewed Kind Regards

@Martyn Houghton Will provide correct times in the full RCA but there were two periods (same thing) 12:50-12:52 13:30:13:54 Kind Regards

All, This is now returning to functional. We are still investigating the root cause but have put steps in place to prevent a recurrence as an emergency measure. We will provide a further update short. Kind Regards

@Ben Maddams This should now be OK. Can you confirm. There was a restart of services this morning which would have nudged any stuck process. Kind Regards

@Euan Coleman We have enabled additional debug for the SendMessage API on your instance. Can you replicate it again please. Kind Regards

Micheal You can minimise the Left and Right hand side notifications\menu bars and this gives you the nearly the same screen space. (less about 1 CM each side) Kind Regards

@QEHNick With the new admin tool searching is better and the preferred method of finding things as it covers all settings\options. See attached GIF Kind Regards

@MichelleReaney Thanks for the post. That appears to be the old (soon to be gone ) Admin tool (ie admin.hornbill.com/xxx) . You should find no issues with the new Admin tool that is built into live.hornbill.com/instance and accessible from the cog at the bottom left of the screen in the main toolbar\menu Kind Regards

All, Please DO NOT Use the above method. A far better method is to use the MySQL Windows fucntions. The below returns the Average difference between calls logged where Summary like 'Test%.. This can be changed to meet your requirements. https://dev.mysql.com/doc/refman/8.0/en/window-functions-usage.html MariaDB [hornbill]> select avg(datediff(h_datelogged, lag_event_date)) avg_diff from ( select t.*, lag(h_datelogged) over(partition by h_summary order by h_datelogged) as lag_event_date from h_itsm_requests t where h_summary like 'TEST%' ) t; +----------+ | avg_diff | +----------+ | 0.2857 | +----------+ Kind Regards

We now understand the issue. The Hornbill App (OAuth Service Account) for Google does not request permissions for email. This account\app was originally for other Google intergrations. To ensure we dont cause issues with that functionality we will look to create a new Hornbill Email App Google OAuth Service account today and once done add this to the list in KeySafe. This may take a few days as the App\Service needs to be verified by google. We will keep this post updated. Kind Regards

@Stuart Torres-Catmur We can confirm that this is an oversight. It was changed as part of the hardening of the Mail Administration functionality last month. This has been raised as a defect and once resolved we will post. In the meantime the easiest way to test is to send an email. If you need to we can check the logs for your instance to see if any errors exists. Kind Regards

@Stuart Torres-Catmur You are correct. There appears to be no test. Will escalate internally and post back tomorrow. Kind Regards

@Paul Bierton Thats strange as my test for that worked. Sadly as you are now using Direct DNS I cant see the actual error in your logs. If its sending now, I suggest leaving this for today and once I get clarification from Development we can look again tomorrow. Kind Regards

@Paul Bierton You may have missed the post above. If you can enable Less Secure app for now and use UID\PWD that should work whilst we investigate internally. Kind Regards

@Paul Bierton Have just tried the OAuth and do appear to get the same error\problem and have escalated that internally. In the meantime what do you get if you try Classic Auth (UserName and Password) which should be good whilst we investigate this. (You will need to goto the link and enable "Less Secure app" - its still encrypted ) Kind Regards

@Stuart Torres-Catmur It should be at the bottom of the screen on the left

@Paul Bierton The error on sending we get is (which looks like you are set to use UID\PWD not OAuth2. readSmtpResponse: SmtpCmdResp: 535-5.7.8 Username and Password not accepted. Learn more at SmtpCmdResp: 535 5.7.8 https://support.google.com/mail/?p=BadCredentials 10-20020adf808a000000b001edd413a952sm4188185wrl.95 - gsmtp gmail_hints: To send email via GMail using login/password authentication, your GMail account must be configured to allow for "less secure apps". See https://support.google.com/accounts/answer/6010255 Otherwise you need to use OAuth2 authentication. Examples for GMail SMTP OAuth2 authentication are available on example-code.com under the SMTP category. (leaveContext) (leaveContext) SMTP authentication failed after sending password. Check your username/password or your SMTP server's auth settings So it looks like its not configured for Old or new. (Sort of half of each) For OAuth2 you first need to create a KeySafe Entry (which is where it the Credentials will then be populated from. https://wiki.hornbill.com/index.php?title=Hornbill_KeySafe If you goot Keysafe in New Admin, Create new , Enter Google as typle click connect and follow on screen prompts. Once done go back to mail connector and choose OAuth2 and drop down list should not allow credentails to be populated. Kind Regards

@Paul Bierton Administration in live is via the cog at the bottom Left , which should have the New button next to it. Kind Regards

@Stuart Torres-Catmur The OLD admin tool (admin.hornbill.com) is being deprecated and all functionality moved to live.hornbill.com/instance . There was a defect in the OLD admin tool with the testing of connectors. This has been resolved in Live. Kind Regards

@Paul Bierton The above is correct for the admin.hornbill.com/xxxx site (which is being deprecated) and wont get fixes IF you use live.hornbill.com/XXXX and the admin functionality from within that it will function as expected (You also dont get the option to re-test after going back in) Kind Regards