chriscorcoran

we currently use FTF in some of our processes, unfortuntaley, some calls are first time fixed but wont meet the FTF criteria in the workflow. Is there a way for the anaylst to set a FTF flag manually? I understand this defeats the object of FTF a but but it would still be verified by the service desk team lead before before closure.

@Steve Giller is there anything in the audit log to show whic user account deleted a email?

I have 57 tickets that have been logged to the wrong customer, a mix of open and resolved calls. Is it possible to bulk update the customer?

Both my inboxes are getting pop3 warnings and not receiving emails. Tested both connections in HB and connection passed error The error reported by the server was: ChilkatLog: FetchByMsgnum: DllDate: Apr 5 2024 ChilkatVersion: 9.5.0.98 UnlockPrefix: HRNBLL UnlockStatus: 2 Architecture: Little Endian; 64-bit Language: Visual C++ 2022 / x64 VerboseLogging: 0 msgnum: 1 PopCmdSent: LIST 1 PopCmdResp: +OK 1 27314 fetchSingleFull: PopCmdSent: RETR 1 getRetrResponse: PopCmdResp: -ERR Server Unavailable. 21 Non-success POP3 response status line --getRetrResponse Failed to fetch POP3 email msgNum: 1 --fetchSingleFull Failed. --FetchByMsgnum --ChilkatLog

@Steve Giller I have created a new folder called processed, do I just update the routing rules > Target success folder?

Is it possible to see what happened to an inbound email? We have had a case where an important customer email has been delivered to the inbox, but we don’t know if it was accidentally deleted by one of the ServiceDesk analysts or if it was logged but incorrectly. I have done several searches in the system, and I can only see the item in the deleted folder, which is where all logged calls end up anyway. The message delivery log doesn’t seem to give me much detail, unless I'm missing something.

I think I may have resolved speakig to the service desk team, they have not been taking ownership of calls when they are resolved. When they have ownership they get notifications from email and the bell alert. Human error.

sorry spelling mistakes above I think this has been thrashed out a few times on here. Is there a way to set a notification to servicedesk staff if a customer has replied back to a resolved call. I know the lsit turn yellow to show an update but the team still do miss things. I'm not fussed about it when a call is closed.

I think this has been hrashed out a few times on hear. Is there a way to set a notification to servicedesk staff if a customer has replied back to a resolved call. I know the lsit turn yellow to show an update but the team still do miss things. I'm not fussed about it when a call is closed.

I have found the issue. It was our email system blocking the attachment. Havin released the email it now pulls through.

Hi, I'm having issues raising a request from an email in the inbox. When I get to the part where it shows the description it just shows the following message, rather than the full email content. I suspect it might be email length and I use to be able to trim footers etc but I dont appear to now. This attachment is being processed. Please wait. Quote C1901CBA69E7D if contacting support

Ignore me, i was missing a manage rule! doh. Not created an SLA in a few years, my excuse anyway

I have created a new service level, linked it to the service portfolio, eveything looks fine, but when I pick the priority, it doesnt pick up the service level, what would I be missing?

@Steve Giller good point. I have removed it for the business process concerned. Thanks

One of our analysts pointed out the the first time fix stamp in the audit trail shows as written from the user rather that the HB system like other automated processes. Is it possible to change it so that it comes from the system rather than the user?