Dan Munns

Hi all, When I email a customer from an open ticket, rather than the text I have typed it resends the 'New Request' template email. This happens if I use a snippet or free text. I have tried it using a couple of tickets and the results are the same. Help please! Dan

Hi @dconagh Basically you have to manually create the Organisation structure in Service Manager and the names must match your AD structure. From the wiki: "OrgLookup The name of the Organization in Hornbill must match the value of the Attribute in LDAP. Action - (Both | Update | Create) - When to Associate Organisation On Create, On Update or Both Enabled - Turns on or off the Lookup of Orgnisations Attribute - The LDAP Attribute to use for the name of the Site ,Any value wrapped with [] will be treaded ad an LDAP field Type - The Organisation Type (0=general ,1=team ,2=department ,3=costcenter ,4=division ,5=company) Membership - The Organisation Membership the users will be added with (member,teamLeader,manager) TasksView - If set true, then the user can view tasks assigned to this group TasksAction - If set true, then the user can action tasks assigned to this group. " in our LDAP import .json file I have it set like this: "OrgLookup":{ "Action":"both", "Enabled":true, "Attribute":"[department]", "Type":2, "Membership":"member", "TasksView":false, "TasksAction":false Just make sure that the attribute selected (department in my case) is also in the LDAPAttributes field further up the .json file. Hope that helps Dan

Surely though it should be set a 5 working days. The old SLA system used to be correct at 5 working days for a 5 day SLA. EDIT: Ok so having tested that you are correct. A 5 day SLA has to be set at 2 days 2 hours to expire in 5 working days. Can any Hornbill guys explain why the change?

But even if the time zone was incorrect the resolution timer should still be the correct day. At the moment it is 7 days over...

Hi all, I have just logged a test ticket and noticed that the timers are incorrect. I am using Corporate Service Level Agreements. The SLAs are set as a Response time of 1 hour, Resolution time of 5 days but as soon as I logged the ticket and assigned it the Response timer showed as failed. The resolution is set to be completed by 03/03/17 which is obviously a good deal longer than 5 days (I would have expected it to be 22/02/17) Please see attached images for setup. Any ideas? Thanks Dan

Ok cancel this. I don't know how but this all of a sudden started working and rules are working on both mailboxes. Thanks

Hi all, I have recently added a second shared mailbox for our IT Security team and changed the routing rules for their folder structure. However the rules don't seem to work in their mailbox. The rules are still being picked up and used if I send the emails to the original mailbox (they just don't move the email to the correct folder after the ticket is raised as the folder doesn't exist in the Service Desk mailbox). As we cant use personal mailboxes (as they don't do what we need) we will have to use a second shared mailbox to meet our audit requirements for IT Security and as such need the rules to work with this mailbox. Any help appreciated Thanks Dan

Hi @yelyah.nodrog You could remove delete permissions and get the analysts to 'move to folder' rather than delete. If you get them to move the email to a 'To Be Deleted' folder and have one person with delete rights (Team Leader for example) clear out the folder at the end of a set period. That way you are still clearing out the inbox but not allowing accidental deletion. Plus you get to keep the emails for e.g. 24 hours before deletion should you require to refer to them. Just an idea and is something we do Thanks Dan

Hi all, In Supportworks we all had personal mailboxes which we could reply as from the shared mailboxes or use as normal mailboxes Some of our analysts receive email to a shared mailbox (added to Service Manager) but their personal mailbox addresses are on an approvers list. We are unable to add the shared mailbox to the approvers list (as more than the approvers have access) but they keep having to switch between SM and Outlook to find emails to respond to and then go back and update tickets which is a pain and can take a while as some of these mailboxes send 20 - 30 mails per day to be approved / have tickets raised. Can we have the ability to reply as <personal email address> when responding to email from the shared mailbox. I understand that personal mailboxes are a beta/WIP at the moment. Also the personal mailboxes I have setup so far cause an error in the new email view but not the old one (attached) Hope that makes sense as it is Friday afternoon and it has been one of 'those' weeks. Thanks Dan

Ok thanks

Hi @Victor Is there the ability to grant some (or all) users the ability to create a personal mailbox? In Supportworks we all had personal mailboxes which we could reply as from the shared mailboxes or use as normal mailboxes Some of our analysts receive email to a shared mailbox (added to Service Manager) but their personal mailbox addresses are on an approvers list. We are unable to add the shared mailbox to the approvers list (as more than the approvers have access) but they keep having to switch between SM and Outlook to find emails to respond to and then go back and update tickets which is a pain and can take a while as some of these mailboxes send 20 - 30 mails per day to be approved / have tickets raised. Hope that makes sense as it is Friday afternoon and it has been one of 'those' weeks. Thanks Dan

Hi all, Is there a way of setting a default font when composing an email so that all service desk communications look the same from all analysts? Also can we have the same fonts in the email templates added as well? All of our templates are set at Calibri 14 but this (and many other fonts) is missing when composing an email. As Calibri is our go to font as a business when our own font is unavailable it would be nice to have the continuity across the whole email system from Hornbill. Thanks Dan

Hi @Steve G Basically they want to be able to import relevant tickets from Supportworks as and when they find them. It will mainly be a case of: New ticket is raised in Service Manager > Triaged and assigned to Dev team > Dev team look up fault history in Supportworks > Import relevant tickets into Service Manager > Resolve issue As at least one member of each Dev team has the admin role in Service Manager (and it will be them who import the tickets at the beginning) is there a way of us having the tool as described above until your API tool solution is ready? We were supposed to be live with this software end of next week and this has just chucked a spanner in the works. Is there also a 'free text search' function like we had in Supportworks as this is how they find old ticket information. Thanks Dan

Hi @Steve G, Apologies for the lateness of my reply but the update works fine thanks. One thing I was hoping for (and I know this will not be a top priority for you but is for me) is a way to make the Supportworks call import app target a specific call ref and import that only. Ideally I would like it to run using a standard .json file but when you run it, the cmd window asks for the call number and then only imports that call (with attachments and all the other gubbins). Having spoken to our Dev teams, they are unhappy that we are not importing 10 years worth of calls into Service Manager and have asked for a way to at least import some tickets should they be of value to their knowledge base. Rightly or wrongly (I know which side I sit) they use Supportworks as a ticket management and information repository and don't want to move across without a way to import tickets on an ad hoc basis. Apologies for going off topic. Thanks Dan

@Victor ok so if the BP fails due to an incorrect name (for example set priority as P1 but there is no P1 priority. I then go and make a P1) it will restart. If I have to make any changes to the BPM itself it will be unrecoverable. Have I got the right end of the stick with that? It would be better if it just failed the email part and carried on and created the task as the task is more important than the notification if you see what I mean? I hope I have explained that better than I think Dan

Hi @Victor I have sent you the details via PM Thanks Dan

Hi all, I am trying to get the scheduler to run a few .json files before I compile them into one big schedule. The files are named for the task they are to create eg. 'ivr_reboot' When I use the file switch the scheduler still calls config.json rather than the file I have specified. Any ideas? Thanks Dan

@Gerry Yeah it confused me as to why it seemed to be trying to send from my mailbox when I don't have one. I checked the BPM and all the mailboxes are set to mailboxes we have setup. As you said I am sure @Victor will come to the rescue and point out what I have done wrong

Hi @Victor, I have emailed the requested BPM to you. @Gerry, both of our mailboxes have addresses setup. Our mailboxes are called Helpdesk (legacy) and Service Desk (new). The mailbox the error is referring to mine (userID) but we are unable to have user ID mailboxes like we could in Supportworks (I have asked for the functionality on another thread) Thanks Dan

Hi all, We are (finally) on last stage testing before our go live on Monday and one of the analysts found a way to break the new starters process (mainly because I had missed an email address out of the node) Anyway, I fixed the BPM and tried to restart but got the attached error. The mailbox referenced in my user ID mailbox (which we don't have in Service Manager) Any ideas? Thanks Dan

Also, looking at our calls it seems that if it doesn't attach the email attachments to the call it has source as blank. If it successfully attaches the files it has the source as Email. Maybe it is hitting an error when logging and doesn't fully log the ticket?

Hi @Adam Haylock The customer should be picked up from the email address (assuming that the email address is attached to a user, if not the customer will be blank) I have found that it doesn't always add the attachments under the 'attachment' label in Service Manager, but when I open the email the attachment is there. As I said it doesn't always do it and I assume it how the file is attached or because it was attached to an email which has been forwarded a couple of times before it hits the Service Desk mailbox. One thing I have been asked for is the ability to send an email from a personal address rather than the shared mailbox. I know in Supportworks we all had a mailbox we could send from as well as the Service Desk one but no such functionality seems to be present in Service Manager.

@Victor, When I try and type in the field nothing shows up. It is like it instantly deletes the characters as i type them. But for me the rules still work with the reference blank.

Hi @James Ainsworth, Basically I am going to have BPMs for Security alerts, Infrastructure alerts and potentially Dev Team and Service Desk alerts and they will be assigned to catalog items. I don't want these items to be visible to the analysts or users as they are just BPMs for logging alert emails from various systems. As in the new email system we are unable to select a BPM and it has to be a service and catalog item (which is fine) it would be useful to be able to hide the email only items from the analysts to stop the items list getting huge. Or allowing the selection of a BPM or calalog item (where by if one is blank it uses the other) would also be good. Either way it is 100% better than what was before so just a small niggle in an otherwise great update.

That is the only downside I have found so far. I am trying to group as many email related BPMs together as possible to stop the amount of catalog items growing too much for the analysts to wade through for the moment.