Victor

@Alisha Select/highlight the formatted variable, press ESP condition button, and set it like this: For better visibility (or if you want to copy /paste) the expression is: {{.H_custom_22}} NOT LIKE '{{.H_custom_22%'

This. The original expression is: Remote Working AND Equipment Required OR Equipment Required This combines two different logical operators that have an order of precedence. The AND operator is evaluated before the OR. Therefore, without any brackets to group criteria, the above becomes: (Remote Working AND Equipment Required) OR Equipment Required So what the system will do, it will evaluate first the: "Remote Working AND Equipment Required". The result will be a Boolean value: true/false. The next bit, will be evaluating the remaining expression which is the result from the first evaluation OR Equipment Required. Because we have the OR operator here, if the result from the first (AND) expression is True, then the whole expression will have the Boolean value of True. At this point it is irrelevant what value is returned by the last criterion because the "AND" expression is True. I can see this being slightly confusing so another way to look at the above is with the value for each criterion: Remote Working = True/False - let's say it evaluates FALSE Equipment Required 1 = True/False - let's say it evaluates FALSE Equipment Required 2 = True/False - let's say it evaluates TRUE Let's combine them without brackets: FALSE AND FALSE OR TRUE. As explained above the AND is evaluate first so we now have: FALSE OR TRUE. The result of the whole expression would then be: TRUE. Let's combine them with brackets for the AND: (FALSE AND FALSE) OR TRUE. The AND being in brackets is evaluate independently so now we have: FALSE OR TRUE. The result of the whole expression would then be: TRUE. This is the same result as with not using brackets which explains how AND precedence works above. Let's combine them with brackets for the OR: FALSE AND (FALSE OR TRUE). The OR being in brackets is evaluate independently/first so now we have: FALSE AND TRUE. The result of the whole expression would then be: FALSE. Now you can see the grouping the OR to be evaluated independently, basically before the AND, produced a different result for the whole expression. Assuming you need to condition to work as "the override should work when Remote Working is set (as Yes or True) and (or in combination with) when I have the correct value for either Equipment Required 1 or Equipment Required 2, so one or the other). If this is correct as in this is how you would need this to work then you would have two conditions: 1. First condition is where you have "Remote Working is set" AND "Equipment Required 1". 2. Second condition is where you have "Remote Working is set" AND "Equipment Required 2". Here is another post explain the logical operator precedence in expressions: https://community.hornbill.com/topic/9972-issue-with-analytics/ EDIT: updated how the conditions need to be set. The way multiple condition work is: 1) evaluate the first condition in the list 2) if true then apply it and FINISH (ignore any other condition in the list) 3) if false move to next condition and repeat

@Alisha https://wiki.hornbill.com/index.php?title=Email_Templates

@lokent use "formatlocaltime" parameter on variable. Works only on date/time custom fields.

@Paul Welby we need to have a look at this in your instance. Please raise a support request so we can proceed further.

@Paul Welby can you expand on "difficult" please? In what way is it difficult? Performance, errors, something else?

@Euan Coleman we are not aware of any issues with Hornbill mail service. Can you check the delivery log for the emails that are failing to send and see what is recorded there?

@will.good no, I have not... for the initial query You can have 1 domain, which in Hornbill is an outbound route, and then 3 separate mailboxes for each address: email1@domain.co.uk, email2@domain.co.uk and email3@domain.co.uk. Each of these mailboxes will send the email via the same (one) outbound route which means they will use the same connector (the SMTP Smart Host or Direct DNS) when sending emails. From what I understand here the issue lays with O365 using the email account as the email address (so to speak) which means that if, for example, the domain.co.uk outbound route is using a SMTP Smart Host which is using email1@domain.co.uk account, then all email sent from all 3 mailboxes in Hornbill will be relayed to email1@domain.co.uk which then means it will require "Send As" rules for email2@domain.co.uk and email3@domain.co.uk addresses. Again, from what I understand, you would like to set up two more separate domain.co.uk outbound routes for email2@domain.co.uk and email3@domain.co.uk account however this is not possible currently as you cannot have two or more routes using the same domain. However, this is now outside my area of expertise, if this should be possible and should be implemented and/or if there are any limitations as to why it is not possible, this is something for Hornbill development to advise further.

@Lynne Aldridge archiving users: Will this affect workflows if the user created a workflow? No, archiving a user that created a workflow will not affect the functioning of the workflow. Will this affect existing requests created by the user? No, archiving a user has no impact on the request created by the user Will this affect existing requests where the user is the owner of the request? No, archiving a user has no impact on the request that is owned by the user Will this affect existing reports? No but data returned might be different as some filters (for example on accounts table) can no longer return that user. In essence it somewhat depends on filters used on reports. If your reports have no filters based on users then archiving the user has no impact on reports and the data that is returned.

@Rob Gething For a custom form with two fields (having the default configuration): Field 1 with id "field_1" of type "text" that has the answer (value) of "123" and Field 2 with id "field_2" of type "multi text" that has the answer (value) of "456". [{"form_id":"form_1","question":"Field 1","question_id":"field_1","answer":"123","answer_value":"123","field_type":"text","entity_type":"request","hbfield":{"question":"Field 1","field":{"id":"field_1","defLabel":"Field 1","transLabel":"x","binding":"global.form_1.field_1","noInvisibleValue":false,"design":{"isVisible":true,"isMandatory":false,"isReadOnly":false,"showIfEmpty":false,"extraClass":" "},"control":{"type":"text"},"uid":"field-1-1"},"value":"123"}},{"form_id":"form_1","question":"Field 2","question_id":"field_2","answer":"456","answer_value":"456","field_type":"textarea","entity_type":"request","hbfield":{"question":"Field 2","field":{"id":"field_2","defLabel":"Field 2","transLabel":"x","binding":"global.form_1.field_2","noInvisibleValue":false,"design":{"isVisible":true,"isMandatory":false,"isReadOnly":false,"showIfEmpty":false,"extraClass":" "},"control":{"type":"textarea"},"uid":"field-2-2"},"value":"456"}}]

The fix I mentioned above has been deployed.

@Berto2002 the issue or maybe, better said the challenge here is that the BPE (the BP engine that is) was not quite designed for this type (large) of jobs... I mean surely, one can design and implement that in a workflow but it won't be easy, it won't be pretty, it won't be fun and, by the looks of it, a nightmare to maintain... For these reasons (and others) it will be unlikely that the engine will change in this direction, especially there is functionality available that is much more suited for this type of things... I do understand that pricing makes it currently inaccessible for your organisation but from a product perspective the functionality is there.

@QEHNick @Giuseppe Iannacone This is now in "Customise" section in Platform Configuration in admin:

@SJEaton thanks for update. I can see the request is progressed by my colleagues so hopefully it will have a quick resolution.

Think of whatever user would perform the actions manually. Update a request? Needs relevant roles to access the request. Update a service? Needs relevant roles to access the request. Etc. In summary, if the API post updates on request timelines then it needs a key for a user that has the relevant access to requests.

@MichaelB just an FYI that we have recently identified the cause for the issue with the incorrect date format in progressive capture when using the (old) services portal or customer portal. A fix for this issue will be deployed soon (TM).

@Berto2002 would be good if you can share some more info about what the report is/was in case others have a similar query.

@SJEaton we could not find a cause for the issue discussed here but things have changed since in progressive capture. I would suggest raising a support request so we can investigate the issue in your instance.

@will.good are you referring to the email account on O365? Of which you have 3 for: email1, email2 and email3? In Hornbill you can set the domain (domain.co.uk - having it's SMTP connector) and then separate mailboxes for each address (email1, email2 and email3). It is an issue with the domain connector itself? Like MS not allowing you to send emails from email2@domain.co.uk address when using the email1@domain.co.uk connector?

@will.good umm... you can definitely have multiple mailboxes using the same domain with a different address (prefix)... what makes you think you cannot?

@LouiseT @NickH email functionality on requests does not actually send a reply (as one would send a reply from an email client). It is actually an "independent" email even if the content is in regards to a previously received email (in other words it has no email trail). The email sent from an auto task and/or an associated workflow does not create a timeline entry on a request with the content of the email. They do create a timeline entry with the content specified in the node configuration (can be a manual timeline update or a system timeline update). It is simply a timeline record that an email has been sent.

@Alistair Young @StephC Requests themselves have no play here... They might very well not exist. The important entity is the workflow. When those requests were created they have also spawned associated workflows. It is possible the that request was progressed (to closure) independent of their associated workflow in which case the workflow itself might still be active. This is indicated by the task still being active. That is one thing. Another thing is what tasks do you have in tasks.txt? Have you perhaps included tasks that were completed? If so these tasks should stay. So have a look or confirm what tasks you have in tasks.txt and then have a look on what workflows you still have active. The way to action on the later is to actually cancel the workflow (assuming the correspondent request has be completed/close since).

@NickH It would not be. The only way an email is automatically applied to a request is to have it processed by routing rules (the autoresponder) based on certain criteria (such as request reference in email subject). And this would only apply to incoming emails. Replying to an email in Hornbill would be an outgoing email so it does not apply.

@Adrian Simpkins quietly confident it's fine but quite confident...well... The formats there are just for displaying date/time values in UI. Does not actually affect the underlying data. Thus won't affect the reports as they don't depend on user profile or UI... Afaik, it should default to the database value, which is UTC (that might look like US but it isn't actually US)

@Adrian Simpkins one more thing, I am thinking this would be the next question so here: Input Format: Y-m-d H:i:s Output Format: d/m/Y Output format can be anything you want, that is just and example. But input format must be the above.