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Everything posted by Victor
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Keysafe - Microsoft Office 365 Connector - Password change
Victor replied to Tina.Lapere's topic in System Administration
@Tina.Lapere there is no password (in Hornbill) for an oAuth2 connector... the connection is made using the token created when this was set up. When the token was created the authentication was performed in Azure context so using your (and your admins) username and passwords provided by Microsoft. Here is a summary of how the setup was performed for an oAuth2 connector: 1. In Hornbill we create a keysafe for the O365 email connector 2. We use the "Connect" option on keysafe to create the token 3. Microsoft then does an authentication sequence to approve and authorise this token. This all happens in Microsoft context, not Hornbill. 4. Once all is approved (in MS/Azure/O365) the token is created and this is what Hornbill email connector will use going forward to connect to your O365. -
Enhancement request to smGetRequests API
Victor replied to samwoo's topic in Integration Connectors, API & Webhooks
@samwoo ummm.... why? ... what "worries" me more is this post is in Integrations section... which might indicate you are using this for integrations... which would be... ermm... not good -
@samwoo you mean like progressive captures with specific questions and answers?
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Applying inbound email updates to existing Requests
Victor replied to Berto2002's topic in Service Manager
It will be matching SR00060093 which has been cancelled thus the email will not be applied to it. If the rule is to replace an SR with an IN you can simply change the reference as: [inIN]{2}[0-9]{8} Note this only works for when you want to specifically look for an IN. -
Query re new priority and SLA Resolution date incorrect
Victor replied to JanS2000's topic in Service Manager
@JanS2000 @Adam Toms : for future reference -
@QEHNick ok, I understand. May I suggest a support request so we can gather all info we need to discuss this with dev team?
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@QEHNick have you refreshed (F5) the app page (where you raise a request) after changes to PC? The PC data is cached in browser (for performance reasons) so any changes to PC definition will require a page refresh for the browser to then cache the new PC (with the changes)...
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@QEHNick where is this, is it when you design the PC or when a user actually uses it to raise a request?
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@Emily Patrick from my understanding your instances is fine so you can update your user base.
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@all This might sound as some sort of deja vu but we do have a solution which is being deployed to instances at the moment.
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Ok, we are investigating why some instances seem to not have picked up the patch, please bear with us...
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@LifeOfJonny can you give it another try now?
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@all We have performed a hard cache reload on front end apps which we believe was causing the patch not to take effect. This has now been addressed and request list should be accessible now.
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@George Warren it is a bit difficult to troubleshoot this on forums... may I ask you to raise a support request so it can be investigated? One thing to mention is that email template variables will not resolve on request timeline updates, specifically this: ... will not result in the variable value being displayed. The variable in {{ ... }} format is only resolved in email templates.
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Connections getting error message when viewing requests
Victor replied to Estie's topic in Service Manager
@Stefania Tarantino are they listed as Service Manager users in this section? (note the context is Service Manager and not Platform Configuration) -
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@will.good if you want to avoid you performing a manual exercise, an option would be to request this as an expert service with Hornbill.
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Hornbill Nationality field causing issues in user profiles
Victor replied to olayawe's topic in Service Manager
For future reference, issues can be raised here: https://www.hornbill.com/support/ -
@Alistair Young one of our infrastructure nodes if having some issues (that are being addressed), if I am not mistaken your instance is affected, I'm afraid... we're working on it.
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Yes. Technically, this is a global settings for ALL emails (which means any/all mailboxes).
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@Berto2002 I'm afraid that's not how it works... email template variables and workflows are not related to one another... the email templates have their own (independent) way of resolving variables while "Get Request Details" workflow node only provides runtime values for the workflow (these are values that are used inside the workflow but nowhere else). Therefore for email template variables to work, there is no requirement for workflows to have any specific configuration (e.g. "Get Request Details" node).
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@Ruth are you using request categories alongside closure categories? If not this would be an option to consider. Another option is to make use of custom fields that you can expose on request details. You can use them for reporting... On a side note, is this (also) your forum user @Ruth Hicks?