[Please read this if you are unable to login to Hornbill when using Single Sign On]

We had the same issue this morning but it is ok again now :)

[Service Manager In-App Reporting - missing columns]

@James Ainsworth

I'm not getting the Description Text and Resolution Text info when exporting to a CSV from a view

We applied a fix last Friday which fixed an issue with other missing columns but I'm still missing these two

[[IMPORTANT] Hornbill service impacted [RESOLVED]]

Hi everyone,

Is anyone experiencing any issues with the performance of Service Manager over the last 20 minutes?

Our instances is running really slowly and sometimes isn't loading the pages even after refreshing the page multiple times

[Sending Emails]

@Victor thanks Victor, we've just tested and were able to send the email

[Sending Emails]

Hi,

Two of our helpdesk staff are having problems sending emails from tickets this morning but I don't seem to be affected

The email section is opening up ok and they can type the email but when they click to send it just comes up with the Hornbill rotating logo and doesn't send

Could this be related to the other email issues being reported this morning after the overnight upgrade to build 2975.

thanks,

Pete

[Call request categories mandatory 2 levels]

thanks @James Ainsworth this should help me with our reporting

[POP3 email connection]

@Victor it turns out it was an certificate on our mail server that had expired, I found that out by going on the server to check the recent updates, the services and then the event logs

[POP3 email connection]

@Victor Thanks for coming back so quickly Victor, I've passed the info over to our network team

[POP3 email connection]

Hi,

We're having a problem with the system pulling in the email from our Exchange server

We have it configure to use POP3 but it stopped working Thursday morning

I've asked our network team to check out the connectivity through the firewall and they're asking what the IP address or addresses of the hornbill servers are

Could someone supply me with the IP addresses of the Hornbill servers that will connect to pull the meail?

thanks,

Pete

[Instance down?]

@Victor I'm able to access the live and service portals again now

[Instance down?]

thanks @Victor

[Instance down?]

I did a serviceability check and it failed on the database connection, I waited 2 minutes as I suggested and did it again

This time everything checked out but we still can't access our instance

[Instance down?]

linked to

I had those sorts of errors first and then closed and reopened my browser

[Instance down?]

Hi,

Is anyone else having issues accessing their instance at the moment?

We've been having problems for the last 15 minutes or so, we'll try to load the page, it goes to our federation server and then we get a hornbill error page up

My colleague has managed to access the admin portal and is looking at the SSO profile but it is running very slowly and generating errors

Some of the error messages I've been getting on the live and service portals are

Invalid authentication source

Unable to Establish a session: The specified portal is not defined on the system

Unable to Estabilish a session: Unable to load the security context. There is no record of the specified account [service] on this system

Failed to initialize application FlowCode Exception (com.hornbill.core/flowcode/fc_ops/guestInitaliseData): nodeName: Get Translation Strings; nodeId: 409d3d19-0c7f-4815-833d-dcadc2ef3c64; At 161/1: "Uncaught EspMethodCall::invoke: Operation[session::getApplicationStrings] You do not have any rights to access the database: swdata" throw(e); _fc_node_exec_409d3d19_0c7f_4815_833d_dcadc2ef3c64

 

 

 

[LDAP upload with proxy]

@TrevorKillick

I tried the upload using the same config files etc from my machine late yesterday afternoon and it looks to have worked ok

It must be an issue with the proxy settings on the server I was using

I'm going to look at moving the routine to another machine

[LDAP upload with proxy]

@TrevorKillick I'm getting the following errors in the log file

[ERROR] Unable to Search For User: EOF
2017/10/25 07:32:07

[ERROR] Unable to write to log EOF
2017/10/25 08:32:08 [ERROR] Unable to write to log
2017/10/25 08:32:08 [ERROR] Unable to write to log EOF
2017/10/25 08:32:08 [ERROR] Unable to write to log
2017/10/25 08:32:08 [ERROR] Unable to write to log EOF
2017/10/25 08:32:08 [ERROR] Unable to write to log
2017/10/25 08:32:08 [ERROR] Unable to write to log EOF
2017/10/25 08:32:08 [ERROR] Unable to write to log
2017/10/25 08:32:08 [ERROR] Unable to write to log EOF
2017/10/25 08:32:08 [ERROR] Unable to write to log
2017/10/25 08:32:08 [ERROR] Unable to write to log EOF
2017/10/25 08:32:08 [ERROR] Unable to write to log
2017/10/25 08:32:08 [ERROR] Unable to write to log EOF
2017/10/25 08:32:08 [ERROR] Unable to write to log
2017/10/25 08:32:08 [ERROR] Unable to write to log EOF
2017/10/25 08:32:08 [ERROR] Unable to write to log
2017/10/25 08:32:08 [ERROR] Unable to write to log EOF
2017/10/25 08:32:08 [ERROR] Unable to write to log
2017/10/25 08:32:08 [DEBUG] ---- XMLMC LDAP Import Complete ----

 

[LDAP upload with proxy]

I've been looking at this again and I can get the verify only working fine

First I had it where it couldn't contact eurapi.hornbill.com or the github address but adding the line about the proxy in fixed that

I'm still having the same issue with the live upload though. It isn't complaining about connecting to the sites but I am getting the following

C:\Hornbill\ldap_user_import>set HTTP_PROXY=proxyst-ew2.iws-hybrid.trendmicro.co
m:80

C:\Hornbill\ldap_user_import>ldap_user_import.exe -dryrun=false
[DEBUG] ---- XMLMC LDAP Import Utility V2.0.3 ----
[DEBUG] Flag - Config File conf.json
[DEBUG] Flag - Zone eur
[DEBUG] Flag - Dry Run false
[ERROR] invalid character '<' looking for beginning of value
[DEBUG] Instance Endpoint https://eurapi.hornbill.com/alexanderdennis/xmlmc/
[DEBUG] Attempting Connection to LDAP...
Server: gudc04.transbusint.com
Port: 389
Type:
Skip Verify: false
Debug: false
[DEBUG] LDAP Results: 2561
2561 / 2561 [=================================================] 100.00 % 25m49s
Processing Complete!
[ERROR] Error encountered please check the log file
[ERROR] Error Count: 2473
[DEBUG] Updated: 0
[DEBUG] Updated Skipped: 25
[DEBUG] Created: 0
[DEBUG] Created Skipped: 0
[DEBUG] Profiles Updated: 25
[DEBUG] Profiles Skipped: 0
[DEBUG] Time Taken: 25m54.5843577s
[ERROR] Unable to write to log EOF
[ERROR] Unable to write to log
[ERROR] Unable to write to log EOF
[ERROR] Unable to write to log
[ERROR] Unable to write to log EOF
[ERROR] Unable to write to log
[ERROR] Unable to write to log EOF
[ERROR] Unable to write to log
[ERROR] Unable to write to log EOF
[ERROR] Unable to write to log
[ERROR] Unable to write to log EOF
[ERROR] Unable to write to log
[ERROR] Unable to write to log EOF
[ERROR] Unable to write to log
[ERROR] Unable to write to log EOF
[ERROR] Unable to write to log
[ERROR] Unable to write to log EOF
[ERROR] Unable to write to log
[DEBUG] ---- XMLMC LDAP Import Complete ----

C:\Hornbill\ldap_user_import>pause
Press any key to continue . . .

 

[LDAP upload with proxy]

We recently started using Trend Micro's cloud proxy and since then the LDAP sync has stopped working

I had a look at the wiki and made some changes and now it does seem to be connecting but it still isn't uploading the data

I've attached a copy of what I get when running the sync

[easy way for analyst to view a users tickets]

@James Ainsworth looking forward to this update, been waiting for this one

[Call request categories mandatory 2 levels]

@James Ainsworth that should work for us too

[Call request categories mandatory 2 levels]

We'd like this too

i have to keep an eye on the call closures and update each month otherwise it messes up our reports

[CSV export from Database Direct]

Thanks @TrevorKillick I've just exported some queries to CSV and everything is in the columns it should be in

Thanks for getting it fixed so quickly

[CSV export from Database Direct]

Thanks @Trevor Killick 

[Closure Categories]

Hi @Bob Dickinson, good shout, some of them may be being set via a BPM, I'll have a look

Thanks,

Pete

[CSV export from Database Direct]

Hi,

When exporting a CSV from a SQL query in Database Direct there aren't any text qualifiers as there are when exporting a CSV from the requests list

This causes problems when there are blank fields and where there a commas in the text fields as it puts the items in the wrong columns

Would it be possible to change that or give the option to use text qualifiers?

thanks,

Pete