Unable to access HB service due to an issue with application subscription [RESOLVED]

[nasimg]

@Ehsan

I can't access Hornbill - all our subscriptions have disappeared from the Application Subscription list

Nasim

[Victor]

@nasimg did you update?

[nasimg]

No I haven't updated but our subscription utilisation is showing 0 (I've tried to add myself back but no joy)

This is under Home>Applications>Hornbill Service Manager > Application Subs

Nasim

[Victor]

@nasimg ok, looking into it ... mind you, if you haven't updated then not related to the issue discussed on the thread so I'll create a separate one

[nasimg]

Thanks - I've raised support ticket, so hopefully your can see that

Nasim

[cchalmers]

We are having very similar issue that we are missing large amounts options, no request list screen etc.

I have not updated the system in the past week.

 

Service Desk Manager is missing from our applications.

 

[Alberto M]

I'm having a lot of problems in the Service Manager. Can't access requests and other features as well!!

 

 

FYI: I didn't applied the last update yet.

[nasimg]

If it helps I got reports of the issue at approx 12:25pm today

Nasim

[HGrigsby]

We are having problems too - with the self-service portal and the analysts views too

Helen 

[Daniel]

Hi All,

we have the problem accessing any requests. Error message in the picture. Latest update installed today

Thanks

Daniel

[David Hall]

@Daniel

For that specific error, could you try refreshing the app as described here at the top of this release note post and that should correct that issue.

Kind Regards,

Dave.

 

[Victor]

Please review the message for this thread and follow https://status.hornbill.com/.

We are looking into the issue and will fix and update as soon as possible.

[Daniel]

@David Hall,

reloading the app cache resolved the issue

thank you

Daniel

[Ann-MarieHolloway]

Just a query, as my Change Team are reluctant to install any updates at this point.

Does the update fix the subscription issue?

[cchalmers]

@Daniel, I have attempted the App cache reload and this has made no difference.

[David Hall]

@Ann-MarieHolloway The fix for the specific error mentioned by Daniel in the post is for those who have already just updated to the latest update of Service Manager and have not performed an application reload manually, the subscription issue is an entirely separate issue that is being investigated right now.

Kind Regards,

Dave

[nasimg]

Note our customers can't raise any requests  (we only use the Service Portal) - they can log in but all the services are missing.

Nasim

[cchalmers]

2 minutes ago, nasimg said:

Note our customers can't raise any requests  (we only use the Service Portal) - they can log in but all the services are missing.

Nasim

Same here

[Victor]

@nasimg @cchalmers that would happen due to the issue. The users don't have app subscriptions (e.g. Service Manager) so they can access the system (in a way) but they won't have access to any app functionality and services are Service Manager app functionality...

[Ann-MarieHolloway]

20 minutes ago, David Hall said:

@Ann-MarieHolloway The fix for the specific error mentioned by Daniel in the post is for those who have already just updated to the latest update of Service Manager and have not performed an application reload manually, the subscription issue is an entirely separate issue that is being investigated right now.

Kind Regards,

Dave

Thank you @David Hall I'll leave you guys investigate and keep refreshing the page for updates.

[Keith]

Same here!! - This is terrible timing as I have a global presentation on the Hornbill platform at 16:00.

 

[Victor]

@Ann-MarieHolloway please subscribe to https://status.hornbill.com/ where we post major incidents such as this one and you will be automatically notified of updates. FYI anyone else.

[Victor]

@Keith I am certain the issue will be rectified before then.

[Ann-MarieHolloway]

2 minutes ago, Victor said:

@Ann-MarieHolloway please subscribe to https://status.hornbill.com/ where we post major incidents such as this one and you will be automatically notified of updates. FYI anyone else.

Thank you @Victor I had subscribed, but then changed my name and forgot!  I have now re-subscribed

[Keith]

Seems to be working now.