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


Message added by Victor

We are investigating an issue affecting multiple instances showing incorrect (0) app subscriptions.

We have identified the issue and working to have a fix deployed.

The fix has now been deployed in all affected instances.

Please follow https://status.hornbill.com/ for updates

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@Ehsan

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

Nasim

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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

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

Nasim

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  • Victor pinned and featured this topic

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.

 

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

Nasim

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@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.

 

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@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

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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

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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

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@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...

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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.

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

 

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  • Victor changed the title to Unable to access HB service due to an issue with application subscription [RESOLVED]
  • Victor unpinned and unfeatured this topic

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