Stuart Torres-Catmur Posted February 7, 2018 Share Posted February 7, 2018 A little while back our service desk noted intermittent connection errors. Other staff then reported that they cannot open attachments. Initially we thought this could be a permission issue, but comparing Billy Perridge's account to Hetal Vadher's account, this doesn't seem likely. Both cannot open the attachment section of the request view. See attached. [Attachments removed] Link to comment Share on other sites More sharing options...
Victor Posted February 7, 2018 Share Posted February 7, 2018 @Stuart Torres-Catmur we'll investigate. Attachments were removed as they contained confidential information. I remind you the forums are public, accessible by anyone not only registered users... I'm sure you would not want a sudden influx of random emails or strange phone calls Link to comment Share on other sites More sharing options...
Victor Posted February 7, 2018 Share Posted February 7, 2018 @Stuart Torres-Catmur the message from Dave, can we eliminate any connectivity issue? The ping tests suggest there might be something going on with the connection... for the issue reported by Billy, I would need a request reference... Also, totally unrelated, I completely misread Hetal's last name... He (she?) must be getting this a lot... Link to comment Share on other sites More sharing options...
Daniel Nespoli Posted February 7, 2018 Share Posted February 7, 2018 We're experiencing the same issue in regards to opening attachments. This applies to both incidents and service requests. Link to comment Share on other sites More sharing options...
Victor Posted February 7, 2018 Share Posted February 7, 2018 @Daniel Nespoli as I mentioned to Stuart, I need some request references where the issue occurs so we can investigate... otherwise it would be like looking for the needle in the haystack Link to comment Share on other sites More sharing options...
Daniel Nespoli Posted February 7, 2018 Share Posted February 7, 2018 What exact details do you need for a reference? Presumably ticket number and site name etc? Sorry - I'm new on here! Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted February 7, 2018 Author Share Posted February 7, 2018 @Victor SR00019521 I can open the attachments section. Billy cannot. Link to comment Share on other sites More sharing options...
Victor Posted February 7, 2018 Share Posted February 7, 2018 @Stuart Torres-Catmur thanks I'll have a look... @Daniel Nespoli welcome to Hornbill family! ... yes, ticket numbers. In Hornbill world "tickets" or "calls" are named as "requests" and "numbers" as "references". Link to comment Share on other sites More sharing options...
Daniel Nespoli Posted February 7, 2018 Share Posted February 7, 2018 IN00035310 + IN00035210. If you need any more info let me know. And thanks for the welcome! Link to comment Share on other sites More sharing options...
Victor Posted February 7, 2018 Share Posted February 7, 2018 @Daniel Nespoli thanks, I'll have a look at those Link to comment Share on other sites More sharing options...
Victor Posted February 7, 2018 Share Posted February 7, 2018 @Stuart Torres-Catmur @Daniel Nespoli although I can see the issue occurring in your instances, I'm afraid we were unable to replicate it in the latest build. Therefore my advice would be to update SM to the latest build as soon as possible and then have a look if the issue still persists... Link to comment Share on other sites More sharing options...
Daniel Nespoli Posted February 7, 2018 Share Posted February 7, 2018 I was intending to update SM this evening so I will see how things go tomorrow. Thanks! Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted February 12, 2018 Author Share Posted February 12, 2018 @Victor We updated Service Manager to latest build last Thursday morning (8th Feb). Our Service Desk are still reporting intermittent connection errors. It's not unusable, just often and annoying enough to warrant reporting it. I ran the Instance Check. The first time showed 'Initial connection' as 495ms, then retested twice and was more like 30ms. I don't know if that's significant in terms of giving any clues. I've not heard back about the attachment issue yet Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted February 12, 2018 Author Share Posted February 12, 2018 @Victor Hetal has just confirmed she can access attachments section since the update. That's one tick at least! Link to comment Share on other sites More sharing options...
Victor Posted February 12, 2018 Share Posted February 12, 2018 @Stuart Torres-Catmur what errors exactly? Are they still ongoing or it was a one time only? Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted February 12, 2018 Author Share Posted February 12, 2018 @Victor They are happening today. They occur, we close the application or refresh and most times it is ok second time round. See attached examples of errors and scenarios. 20180212 Hornbill issues.doc Link to comment Share on other sites More sharing options...
Victor Posted February 12, 2018 Share Posted February 12, 2018 @Stuart Torres-Catmur any connection issues for the affected users? Both errors suggest this, especially the first screenshot is a generic browser unable to connect issue, general connectivity, not necessarily Hornbill or another app/domain/URL specific... I checked with our infrastructure team, the monitoring tools are reporting all is working fine, no issues for your instance... I also checked the instance health, all showing green, no issues, all ping checks are between 30ms - 125ms... "Failed to log request" error could be something with Hornbill though... Link to comment Share on other sites More sharing options...
Stuart Torres-Catmur Posted February 15, 2018 Author Share Posted February 15, 2018 @Victor We lost connectivity completely for a while on Tuesday around 4:30pm. Our Infrastructure engineer checked and found that there was a time difference between the Hornbill and WF SAML servers. I am wondering whether this may also explain the issue reported on this post (i.e. slight difference causing minor errors). Why one of the servers lost time is a mystery to me at the moment. We'll keep an eye on things, but hopefully this is sorted now. Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now