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gwynne

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Posts posted by gwynne

    Auto log Emails not always working

    in Service Manager

    Posted

    Hello

    can someone suggest what the issue may be, we have a secondary mailbox in hornbill which auto logs tickets based on the email address, it works on occasion but sometimes not. I cant see what the issue might be?

     

    Error log - I see the  bad user error but don't understand what that actually means?

     

    any help would be great

     

    There were problems whilst processing an IMAP4 mail import for mailbox: HR ACCESS.
    8711 2018 05 14 9:30 AM error system 5040 ChilkatLog: SelectMailbox(265ms): DllDate: May 25 2017 ChilkatVersion: 9.5.0.68 UnlockPrefix: HRNBLLIMAPMAILQ Architecture: Little Endian; 64-bit Language: Visual C++ 2015 / x64 VerboseLogging: 1 mailbox: Inbox selectMailboxInner(265ms): mailboxPath: Inbox separatorChar: . Escaping quotes and backslashes in mailbox name... utf7EncodedMailboxPath: Inbox ImapCmdSent: aaac SELECT "Inbox" getCompleteResponse(265ms): ImapCmdResp: aaac BAD User is authenticated but not connected. --getCompleteResponse isOK: serverResponse: aaac BAD User is authenticated but not connected. --isOK --selectMailboxInner Failed to select/examine mailbox mailbox: Inbox imapSelectResponse: aaac BAD User is authenticated but not connected. Failed. --SelectMailbox --ChilkatLog

    LDAP Issues

    in Service Manager

    Posted

    Hello this is me not understanding the instructions,  so i downloaded the 3.0 ldap tool. I understand run command  ldap_user_import.exe -instanceid $ourinstance -apikey $OurKey

    However I am not sure what I use for the config section I tried linking the json file however I get these messages. 

     

    [ERROR] Error Loading Configuration: Post /data/?method=entityGetRecord: unsupported protocol scheme ""
    [ERROR] Error Loading Configuration: unexpected end of JSON input
    [ERROR] Error Decoding Configuration: unexpected end of JSON input
    [ERROR] Config Error - No LDAP Credentials Missing KeySafe Id 

     

    Any help would be great.

    Email Templates

    in Service Manager

    Posted

    hello, so i have created a new business process that i want to use a specific template to send customer on ticket logged and closure. I have manually set which template to use however it keeps on sending the default one I use for Itsupport. how do I change this?

     

     

    Document Linking to ticket

    in Service Manager

    Posted

    Hello

    I noticed in your new project management app that you have the ability to link in docs from the doc library. Is it possible to copy this feature into service manager, this would help with job resolution as we could see what info was used to resolve the call easily also if other staff can help they can link already published documents into the job.

     

    G

    Mark as read

    in Service Manager

    Posted

    Hello,

     

    Can you make the mark as read on the emails more obvious, it's hardly noticeable and we still get duplicate tickets raised? Alongside this can it be an automatic function which can be enabled/disabled in settings so when someone actually reads the mail it sets it to read

    Turn off email notifications

    in iOS

    Posted

    This is something I have asked about way back, I would like the full range of notifications customisable, similar to the options you have made for the desktop. Currently, we don't use the app even though it would be useful simply because the thing goes off every two seconds due to emails and other stuff we don't need away from the desk.

     

    G

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