Lyonel Posted November 13, 2017 Share Posted November 13, 2017 We seem to be back to normal here too Link to comment Share on other sites More sharing options...
Guest Posted November 13, 2017 Share Posted November 13, 2017 The web app is working fine but we're still seeing an issue where emails look like they are being picked up by Service Manager but not put into its inbox. Link to comment Share on other sites More sharing options...
Victor Posted November 13, 2017 Share Posted November 13, 2017 53 minutes ago, james.edwards said: we're still seeing an issue where emails look like they are being picked up by Service Manager but not put into its inbox. @james.edwards I had a quick look and to be honest I don't see any errors or issues that could cause this... can you give me a bit more details on this? How do you know the emails are picked up by Service Manager? Link to comment Share on other sites More sharing options...
Guest Posted November 13, 2017 Share Posted November 13, 2017 @Victor Thanks for taking a look. I'm presuming they are based on no obvious errors in the log files but could easily be wrong. I'm also speaking to hosting partners just to check if it's with them or not. Running what testing we can here. We can receive emails sent from Hornbill to internal addresses and the mailbox (and Hornbill) is receiving emails sent via external routes. E.g. Contact forms on our website that get passed through. We can’t seem to send mails to the address internally. Link to comment Share on other sites More sharing options...
Victor Posted November 13, 2017 Share Posted November 13, 2017 7 minutes ago, james.edwards said: We can’t seem to send mails to the address internally. @james.edwards are these emails sent from an email address within your domain to Hornbill mailbox? Link to comment Share on other sites More sharing options...
Ralf Peters Posted November 14, 2017 Author Share Posted November 14, 2017 Hi @Victor , we are noticing a change in our BPMs since yesterday's issues , in particular , the automated task "waiting for request resolution" , the action focus does not go to the resolution window anymore if left on auto ? Just wanted to check if that is a new "feature" before i go and change them to manual and resolve . Thanks Ralf Link to comment Share on other sites More sharing options...
Victor Posted November 14, 2017 Share Posted November 14, 2017 @Ralf Peters the default focus has always been on "Update" unless specified otherwise by a node... so to have focus on resolution during "wait for request resolution" the node would need to be manually set to focus on "Resolve" Link to comment Share on other sites More sharing options...
Ralf Peters Posted November 14, 2017 Author Share Posted November 14, 2017 Hi @Victor , strange , just check a number of our BPMs all have the action focus set to Auto in Automated Task - Entity-Requests-Suspend-wait for request resolution , all were focusing on the resolution window until yesterday afternoon. if i hover over the info icon of "Action Focus" is says that the default if unspecified is the resolve action ...... Link to comment Share on other sites More sharing options...
Victor Posted November 14, 2017 Share Posted November 14, 2017 @Ralf Peters I am quite sure our dev team advised me of the behavior I described... but I can see the node description suggests something different so I'll raise this internally... Link to comment Share on other sites More sharing options...
nasimg Posted November 14, 2017 Share Posted November 14, 2017 Hi @Victor Can you check our instance, I have a number of analysts reporting slow down and I've seen the "Failed to initialize application Operation timed out after 10007 milliseconds with 0 out of -1 bytes received" error when trying to open tickets (eg SR00135213) Nasim Link to comment Share on other sites More sharing options...
Dan Munns Posted November 14, 2017 Share Posted November 14, 2017 @Victor is was under the impression (and our instance certainly seems to confirm this) that a 'Suspend - Wait Resolution' set to auto focus will focus on the resolution window rather than the update window. Indeed all suspend actions seem to auto focus on the relevant suspend window (apart from logging category which I have raised before) Link to comment Share on other sites More sharing options...
Kelvin Posted November 14, 2017 Share Posted November 14, 2017 Are we still experiencing issues as we are still getting a lot of disconnects error screen, typically it is back up at the moment so unable to get a screen shot Link to comment Share on other sites More sharing options...
AndyColeman Posted November 14, 2017 Share Posted November 14, 2017 We have also been experiencing issues since around 20 minutes ago. Link to comment Share on other sites More sharing options...
Kelvin Posted November 14, 2017 Share Posted November 14, 2017 Just happened again Link to comment Share on other sites More sharing options...
Guest Posted November 14, 2017 Share Posted November 14, 2017 18 hours ago, Victor said: @james.edwards are these emails sent from an email address within your domain to Hornbill mailbox? @Victor Yes they're from within the same domain. The issue has been identified and sorted with a hosting partner not renewing certificates in time, so for you and everyone else NOT a Hornbill issue. Our instance seems to be running fine now. Link to comment Share on other sites More sharing options...
Victor Posted November 14, 2017 Share Posted November 14, 2017 @Kelvin @nasimg @AndyColeman we're investigating the timeout issue. Everything seems fine now. Do you still experience the timeout issue? Link to comment Share on other sites More sharing options...
Victor Posted November 14, 2017 Share Posted November 14, 2017 @Ralf Peters @Dan Munns the incorrect action focus has now been confirmed as a defect, our dev team is working to have it fixed. 1 Link to comment Share on other sites More sharing options...
nasimg Posted November 14, 2017 Share Posted November 14, 2017 24 minutes ago, Victor said: @Kelvin @nasimg @AndyColeman we're investigating the timeout issue. Everything seems fine now. Do you still experience the timeout issue? Seems better for us now - but what happened. I can't keep telling staff everything is ok only for it to slow down/error. I need to be confident you have located a fault and resolved it. If not, tell me you didn't find anything and everything is behaving normally now. When I reported it (and the others) it was consistently bad, so was any thing visible on your side? Link to comment Share on other sites More sharing options...
Victor Posted November 14, 2017 Share Posted November 14, 2017 @nasimg we don't know what happened yet I'm afraid... as I mentioned before we are investigating this. The reason I mentioned all should be fine now is that our monitoring tools are reporting all functioning within parameters. We will locate the fault and fix it. I do apologise but there is no other information I can relay at this moment other than this Link to comment Share on other sites More sharing options...
Victor Posted November 14, 2017 Share Posted November 14, 2017 @nasimg @Kelvin @AndyColeman our investigation so far revealed an unusual spike in DB resource usage at the time the issue occurred today. This is why you experienced the timeouts and disconnects. As an immediate measure, we will increase the available resources tonight. We are still looking to find more information on this. NOTE: today's issue is not directly related to the issue reported in this thread yesterday. Link to comment Share on other sites More sharing options...
AndyColeman Posted November 14, 2017 Share Posted November 14, 2017 Thanks @Victor Link to comment Share on other sites More sharing options...
m.vandun Posted November 14, 2017 Share Posted November 14, 2017 @Victor We're experiencing problems as well, where activities are not being created and the auto focus is not working. Kind Regards, Link to comment Share on other sites More sharing options...
Victor Posted November 14, 2017 Share Posted November 14, 2017 @m.vandun 1 hour ago, Victor said: the incorrect action focus has now been confirmed as a defect, our dev team is working to have it fixed. Regarding the tasks not being created, may I ask to raise it separately? There were (and are) different issues reported and discussed in this thread which dilute the original issue for which this thread was raised. 1 Link to comment Share on other sites More sharing options...
nasimg Posted November 14, 2017 Share Posted November 14, 2017 Hi Victor I'm still seeing performance issues on our instance, and getting complaints from the analysts that things are really slow. Can you check what is currently happening as it should be relatively quiet at 17:20. Nasim Link to comment Share on other sites More sharing options...
Victor Posted November 14, 2017 Share Posted November 14, 2017 @nasimg this: We are working to have it fixed now Link to comment Share on other sites More sharing options...
Recommended Posts