chriscorcoran

I think I may have confused thinks. I'm unable to get to the emploee portal where I see services as if I was a basic user of the system not a user. I dont know if its a URL issue. I can't seem to find where I find all our URL's for customer and employee portal in the Hornbill application settings.

I have asked a member of staff to go to the portal and it just takes them to the about me page. Can I clarify what URL I should be using for the staff portal?

So when I go to live.hornbill.com/<Your_Instance> it takes me back to https://live.hornbill.com/delta/servicemanager

Hi @Daniel Dekel sorry what I mean is I did have a shortcut link to our employee portal which allows staff to raise IT, Fcilities calls etc. When I was doing some testing today that URL now takes me back to the agent portal where I manage all teh calls that come in. Soi I'm not sure if the URL for customer\employee portals have chnaged or my links are just broken.

Not sure if I missed an update but has the employee portal URL chnaged? I go to ours now and it takes me to the service manager console.

Thanks @Keith Stevenson I did a few tests and its waorking ok. The ones stuck should get resent at 09:52 so I will monitor.

All our sent emails from this morning in hornbill are sat in the outbox for some reason, is there a general issue?

same for some users on our instance, not all though

Thanks @Paul Alexander I had a look, I don’t think its a missed timer, it appears to just get rid of them altogether.

Not sure if this is a bug or an issue with my environment setup, but when I chnage the service level on a call its seems to break the SLA Times

I have a service that users complete a number of custom questions, once the call is logged, I need to be able to show the questions and answers in the email template. Do you know what variables I need to pull into the email template for these to show on the email the customer receives?

Morning, a couple have users this morning have reported problems with dark mode theme, error The specified option 'app.view.core.theme' does not exist Is this a known issue?

@James Ainsworth thanks, no we tend to have an activity where we capture our hours. Maybe its something I need to look at. Is there a way to update the backend database to adjust the hours on a call?

I have a completed activity that I need to edit the time spent on it. Is there a way to edit?

I have sussed it, thanks

I'm looking to add some branching when people log calls through the customer portal depending on answers chosen in the customised form. Is that possible?

Thanks @Michael M thats really helpful.

we are turning off some legacy protocols in office 365, one is pop, which looking at our AD signin logs this is the protocol Hornbill uses. What do I need to do to avoid email stopping in Hornbill when I switch off pop?

@Victor same as yesterday and the fault only started today. I have just been through his account and I have updated him with a few more that he didnt have to his team, and its working ok now. So all good, thanks.

One of our users has a timeline issue, I have tried a number of browsers, he is using dark mode but comes up with the error The following rights [queryActivityStream] in Group E are needed to invoke the method activity::activityStreamQuery

resolved, I had only updated the form for Requests and not applied the ones for incidents

I have added a new field to the details area on requests and incidents but it only shows ups for me, its showing as visible. Is there anything else I need to do?

@Steve Giller I thought the same, but nothing is showing for any of those dates/times.

@Steve Giller

Thanks @James Ainsworth, its still not sending. I have checked our email server, just incase it was being blocked. I have changed it so that it only goes to one user and the out put format, still no joy.