Gerry

Your welcome, I hope you get it sorted out. Gerry

HI Carol, I dont think thats a device related error, I suspect your AD implementation has recently had a new certificate applied, so the Hornbill instance no longer recognizes the signed response from your Idp (most likely Active Directory). Can you talk to whoever looks after your AD/network Gerry

Samuel, We are working on a more unified way of presenting release notes for all applications, you should see this start to appear very soon (in the next couple of weeks) in the admin tool. The most complex one will be the Service Manager app as we have adopted a slightly different dev/release workflow which is making the auto generation of release notes challenging but we are working on solving this. Watch this space Gerry

Hi Dan, Its not possible to change the Hornbill logo in the user or admin app, this can only be changed in the customer facing service portal. There is a backlog item to allow customers to add their logo so it can be shown "next to" the Hornbill logo but this has not yet been implemented as there has been no real demand for it. Gerry

Jon, Glad its sorted now. Not sure I understand what you are asking re the domain restriction, can you expand on your question please? Gerry

Jon, I have just been told by our network team that the 500 responses from our back end servers were being blocked, this was wrong and has now been corrected, if you try again you should see a far more meaningful error message from our service Gerry

Jon, While we are looking at the error message problem, if you look at the Hornbill SSO profile screen you have posted you will see that Entity ID and Name ID are wrong, they should be pointing at the Idp, not the Hornbill Service. Given you have imported the meta data from your AD it seems odd that these fields have these values, the only explanation would be your ADFS end is misconfigured and the meta data is wrong. Try creating a new Hornbill SSO profile, and instead of typing anything in manually just import the meta data from your ADFS server. If your Entity ID and Name ID still point to our service end point then there configuration issues with ADFS. Gerry

Jon, We are looking into why we are throwing such an ambiguous error, from the logs it still appears to be a config issue, but we need to get to the bottom of why the error our service is throwing back is so ambiguous, it should be more descriptive of the actual problem. Please bear with us... Gerry

Jon, According to our logs your configuration is wrong, you need to import your ADFS meta data when setting up the SSO profile on Hornbill, this will put all the right information into the SSO profile and it should work. Gerry

Hi Martyn, We are trying to develop an open and vibrant community for our users. One of the reasons we have the forums open to the public is so that any one using Hornbill has access to these resources. In the world of Supportworks our community forums were closed and access was limited to the Supportworks administrators - that was despite my best efforts to make a case to the community to open it up. I did not want to make the same mistake when creating the Hornbill community which as you know is an open forum. I would very much like to encourage end users of Hornbill to interact with the community and with Hornbill through the community channels. Of course we know who our primary contacts are and will only provide support/advice/information or take instruction of a sensitive/security nature to/from those contacts but for general day-to-day use or ideas/suggestions, I believe the more people that participate in our community the better. Hope that makes sense? Gerry

Hi Gareth, Nothing specific, please use the app and let us know what you would like to see improved. Any feedback good or bad will be appreciated. Gerry

Hi Jon, We have many customers using Hornbill SAML 2.0 with ADFS so we are confident it works, the link that Trevor sent you has a worked example config that we have used when testing. It is sometimes difficult to track down problems without looking closely at your specific configuration and looking at debug information in your browser and having an in-depth understanding the SAML protocol etc. We are not Microsoft ADFS experts ourselves, we follow the SAML 2.0 standard which ADFS supports, but ADFS can be complex to configure correctly. If its a complicated problem we can probably identify an expert that could remote into your environment and worth with you/your AD team to figure out whats wrong - if you do need that level of help please let us know - if you do need this level of help though, this would be delivered under our expert services so would be chargeable at our prescribed hourly rates. Gerry

Hi Martyn, If you get to the point where you are using collaboration to share information and hold the conversations between your team members instead of using email (which is what most organisations do) you may well find that they will interact more with the collaboration areas than the request list. If you have any notion of encouraging your team to collaborate in the way Hornbill lets you, this could be made more difficult to achieve if they log in and never see the primary interface for collaborating. Just a thought... Gerry

Hi Gareth, Thanks for the question, its a good one. Although we have not yet bottomed out the exact pricing details, the app will ultimately become a paid for app. HOWEVER... the essence of it for this App this - while the App is in its free/beta state, any customer that deploys the app into their instance *AND* participates in providing feedback and assists with the introduction and beta program *AND* puts the app into real-time daily use (we can tell this from our activity logs) then those customers will be offered to continue the use of the app free of charge for their life of their Hornbill subscription for any number of users, we will introduce this into our price catalog and customers that meet this criteria will have the free price version locked into their plan and included as part of the "Priced for Life" policy. The principle behind this is simple - customers that help us transition apps into every day use will benefit from their efforts in supporting our beta program. Does that make sense? Gerry

A customer recently posted product feedback which turned out to be a question, so I thought I would answer it here as other people might find he response useful. So you can control this behaviour by choosing the option from here...

Samuel, You should use the HTTP-Redirect binding I believe. Gerry

Hi Martyn, We have similar conversations internally so there is definitely something to do here, not exactly sure what though. Our application-shipped roles seem to be more granular than they ought to be which does not help matters either. Doing a bulk update as you suggest is probably easy to achieve but its a tad untidy, it should be better than that. You are correct you cannot assign roles to groups - you used to be able to, but that was changed because people felt it was more advantageous to add users as members of groups through role assignment - now it would seem people want it the other way around too - and both would be cyclic and unmanageable which is why you cannot add roles to groups. I have been part of various conversations relating to this and from my viewpoint it looks like we are using roles as "rights" and now need "roles" to group "rights" together, the implementation error here is probably allowing applications to define OOB roles - application rights probably should be a lot less granular and implemented more as roles notionally speaking at least I can only say the conversations at the moment are ongoing so I am sure we will come up with something, but whatever we do come up with it cannot break anything thats already out there so that means adding another mechanism on top of what is already present - that makes it more difficult to address. Gerry

Adam, I think its in the App Store now so if you have not installed it already you can do from the app store Gerry

Adam, WebHooks are your friend here. This is one of the things I am very keen to explore in that mythical DevCon I have been talking about. There is a great deal of power to be had out of process integration with other systems, a new starter process is a perfect example of that when it comes to the automation of account provisioning, updating systems etc... I would love to expand on this conversation and get a sense of what sort of integrations you want to achieve and what your new starter process might look like. Care to share? Can take of line if you have propriatary information you cannot share in a public forum. Gerry

HI Paul, All suggestions should start in the forum so yes this is a good place. Nice idea about the forums being inside Hornbill - watch this space , I hope we will be doing something interesting with our community forums over the coming months One of the problems of having BPM step through capability is dealing with data, it needs the data for the logic to make sense so you would have to step through a real process. Its possible but very complicated to implement such a capability so I will need to add that to out "list of things to think about" list for now. Progressive capture we should be able to do something along those lines, again, not simple but I will post internally and start a discussion with the dev teams and see where it goes. Thanks Gerrry

Dear Hornbill Community Members - any thoughts on a Hornbill User Group for Service Manager

All, We have been looking at improving the way this works and should have a good progress update early next week for you, its on our priority list and being actioned. Gerry

Martyn, Following ITIL strictly..... change requests are not in themselves really requests - they are changes that are typically made to resolve one or more problems or known errors. This is why a change does not directly have a customer at the moment. This of course does not work in all scenarios when a customer can request a change. I hope one of the SM experts will give you further clarification on this, but thats my understanding. Gerry

Hi Samuel, Please don't apologise you had not done anything wrong at all, as I said, if your priorities allow, please use the forum as much as possible as it helps others in the longer run. The purpose of my post was to highlight other options that are open to you and any other customer for that matter. I am delighted to hear such positive feedback from you, I will be sure to share that with my team here who I am sure will be equally proud and delighted. So feel free to ask whatever you want on the forum, we will be happy to answer, but if you do have something urgent then use your support plan to get things moving. Gerry

Hi Samuel, I thought it might be worth pointing out that your subscription includes a Premier Success plan which is a paid for level of support, we have customers who have paid for support and some that have the free level of support. Before I talk about this specific case I wanted to take the opportunity to provide some context. Myself and everyone else at Hornbill are passionate about providing outstanding support. We are proud to stand along side our customers and community members and I hope that our community forums will become the best place to get answers about Hornbill Collaboration, Our Platform and our Applications. That being said, its a community support channel so one thing that is missing is formal Service Level Agreements. Just to be clear, every customer, regardless of their support plan gets access to our team 24x7x365 for serious outages, service availability, security and data integrity issues, thats build into the service subscriptions - we call this Essential Success. The other Success Plans (the Support part of Support & Maintenance in old money) on the other hand are optional and are for those customers who need a higher level of responsiveness to issues and defects. One of the great features of the paid for success plans IMHO is they include some call-off time/credits for you to get help with stuff that might ordinarily fall outside of normal support - things like report writing, integration, customisations, fast-track training/knowledge transfer and such like. You can find out more about the Success Plans we offer here: https://wiki.hornbill.com/index.php/FAQ:Hornbill_Success_Plans In your case I noted that you posted the question on the forum which is fantastic, the knowledge created will surely help others now and in the future so I would encourage you to ask questions or raise problems via the forums where it is practical to do so. However, you should be aware that support requests logged under our Paid For Success Plans not only have formal SLA's applied but are also prioritised above non-SLA's requests, in effect for your subscription to the success plan you get to jump the priority queue - think of it like FastPass at Disney world. Of course, if anyone reports a serious problem that affects our service and multiple customers/users (Emergency P1 in old money) then regardless of the customers Success Plan subscription, were on it and we sort it fast.. Now given you have raised this on the forum then identified it as urgent for you I think you might have done better to log a support request with support as you do have a paid for support plan, you could have expressed the urgency for you, and would have had things moving along for you as we would have your problem on an escalation list that would have been managed and monitored by our support team. When you post on the forum you also have a lot of people at Hornbill paying attention - but its not formal so things could take many days or even weeks if we are busy - with a more formal request, we do the chasing so you don't have to. Hope that makes sense, I just thought it would be good to highlight this given its a recent and working example. Gerry