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Keith Stevenson

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Posts posted by Keith Stevenson

    IE11 Support Is Ending!!!

    in Announcements

    Posted

    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

      

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    • Like 2

    Apply to Request

    in Service Manager

    Posted

    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
     

    Simple list maximum entries

    in Service Manager

    Posted

    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

    Simple list maximum entries

    in Service Manager

    Posted

    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

    Create Mailbox Folder

    in Collaboration

    Posted

    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

    image.png

    Kind Regards

    Mean Time between Major Incidents

    in Performance Analytics

    Posted

    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
     

    Unable to Send Emails after Password Change

    in Service Manager

    Posted

    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

    • Like 1

    Unable to Send Emails after Password Change

    in Service Manager

    Posted

    @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

     

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