[Customising Hornbill email templates]

The variable works fine within the subject, the reason why the subject is coloured differently and is not saving your changes is because it seems that the character limit for subject is 65. If you reduce the number of characters to be less or equal to 65 you should be able to save the subject text.

I am not sure if it was always limited but I will ask this internally.

[Queries Regarding Application Upgrades]

Formatting fixed now. Apologies for inconveniences.

[Errors when running LDAP and Asset import tools]

We have logged a call for this is support on Monday. The reference is IN00141066. We have also sent you an email on Monday and today regarding this, not sure if it reached you (we have also tried to call you):

From the screenshot you sent us it appears that LDAP import fails when attempting to connect to HBCAD14 with invalid credentials. Unfortunately we can't check the connection from our end, we were wondering if you can check this from your environment?

For example you can use an LDAP browser, we usually use Softerra one which is a free tool (link below) to check credentials and connection, then set it up in Hornbill.

http://www.ldapadministrator.com/download.htm?download=browser

[View / Quick Report]

This is a known issue whereby any view/filter will only display calls belonging to the team of which the analyst is a member of. Basically in your filter there is a, let's say, "hidden" criteria: team = "my team". The fix for this will be included in our next Service Manager release 2.25.

Meanwhile, as a workaround, to have displayed all calls in this view regardless of the team I would advise to have additional criteria for teams, meaning that besides the "summary" and "raised on" to also put "team" for all the teams that you need to see the calls from. Hope this makes sense I can understand this being a bit tedious if you have many teams in the system but until the next release this would be the only way around this.

[Reading the mailbox]

Our developers are looking into implementing this functionality (i.e. email client) into the mobile app, however there is no current ETA on this.

[Progressive Capture - Dynamic List not working in Customer Portal]

Thanks for highlighting this. We raised this issue with our developers.

[Query about email template variables - Co-Worker vs Contact]

Yes, that was the test I had in mind, just to see what value is displayed for this. Apologies for the confusion

[Update notification emails have stopped]

James, Andy

We raised an incident (reference IN00140963) in regards to this issue and is currently being investigated by our developers.

[Change request priority]

Can you export the BP (there is a button that allows you to export it in a TXT file) and post the file here? Then we can have a look and see what is going on

[Query about email template variables - Co-Worker vs Contact]

Did you run the test with the {{.H_customer_type}} in the email body and see what value is displayed when closing the co-worker ticket?

[Different email templates for automated emails and emails sent from requests]

The email template used when analysts send (manual) emails from a call is managed from/by a Service Manager application setting: app.email.template.request.sendMessage (screenshot below)

Emails sent by BPE (Business Process Engine) are configured in the BP. You would need to look at the BP configuration and identify the "Email Customer/Contact" nodes and see what email template they use. This is entirely dependent of your BP configuration.

[Query about email template variables - Co-Worker vs Contact]

If you output {{.H_customer_type}} in the email body, what value it displays?

[Query about email template variables - Co-Worker vs Contact]

I was actually testing/running a few scenarios around ESP conditions an found some issues there, including the one you experience. Platform dev is currently looking into this. I will update this post once we have more details.

So, for customer contact, was the variable resolved correctly but not for co-worker? So far I have only tested functionality around co-workers/users...

[Query about email template variables - Co-Worker vs Contact]

You can log two test calls, one against a co-worker/user and one against a customer/contact and see how the sent email works.

Co-workers/users are configured in the Hornbill admin instance and contacts (i.e. customers from external organisations) are configured in live instance.

[Loading Conversations]

These issues can be raised with support if needed using our support webform:

https://www.hornbill.com/request/

[Workspaces - Multi Line Comment and Answers]

You can press SHIFT + ENTER (CR) to achieve the same result in Comments section.

[Attachments on inbound emails]

Intended behavior is that attachments are added to "Attachments" section in a request when logging/applying an email to a request, as you mentioned. If this is not the case can you give us a few examples and we will investigate this.

[When creating contact is not added to the organisation]

Not that we are aware of... Can you post some screenshots of the issue, we can't replicate this in our instances...

[Autoresponder rule to move email to team]

This should be doable on the BP configuration rather than routing rules. Something along the lines that is the call summary contains "Website down" them assign it to team X ... or any criteria that would fit...

[Mandatory field - Dynamic Checkbox]

Thank you for highlighting this, we were not aware of the issue but reported it to our developers.

[VIP flag for special customers]

It is possible to add custom fields on the add/edit contact form to specify each of these criteria. The information is stored in the custom fields which can be used for reporting. However this can't be used for filters in custom views as the views only use fields from the table that stores the tickets.

[Controlling who can reopen a request]

@Kelvin - yes, you can create specific security roles where you can add or not the "Reopen" right. I have added couple of screenshot to show where this can be done.

[Self service alert]

To answer Chris and maybe Paul (if it still needs the answer), it is possible to have and "assign team/analyst" during progressive capture. You would need to add a form and in the form configuration select "Analyst Assignment". This does not restrict or make the analyst selection itself mandatory. In other words, in this form you can have only the team selected during progressive capture.

[Self service alert]

As a recommendation we advise that the business process for calls logged via portal should be configured to have calls assigned to a team, for example first line staff team, then you can use application settings for various team notifications. If this is not suitable for you, alternatively you can add node(s) in the business process that will send an email to a co-worker or external email address. Unfortunately you can't configure an email to the team itself, you will need to specify each team member. Or you can have an outside email address (in Exchange for example) that will forward the email to a distribution list.

[Set up SLA breach notification emails]

This can be done by configuring escalations or priorities. Go to Services -> Service Levels -> Response or Fix (depending what you need) then click on the + button to add a new escalation. Here you can set an email notification to the owner when the SLA/Priority is breached.