Dan Munns

Are you trying to update a ticket where you are not the customer? I think I remember seeing a post about having issues with that.

So I use it for our IT Security alerts. Email from Solarwinds is logged by the auto responder and is processed through the IT Security - Email Alerts BPM. The BPM will assign a category (based on the subject line), assign to a team and assign a priority and generate tasks based on what the alert is. I have never had an error with it though. I do love it and it makes sorting out emails so much easier. Just waiting for them to add the 'Email Template' catalog visibility and I will be totally happy

You need to set the rule exactly the same as in my screenshot. It works and the ref is blank. You should be putting the regex_match into the rule expression field. Ignore the reference field and send an email with a valid reference number (IN00000101 for example) in the subject line and it will add the email as an update on the calls timeline.

Hi @Paul Morrow Our update regex rule is: REGEX_MATCH(subject, '.*[a-zA-Z]{2}[0-9]{8}.*') This picks up FW: IN00000123, FW: SR00000123, RE:, Ref:, and everything else I have thrown at it. I think since the update to emails the reference isn't used for certain actions (like update) as they have to be as you have them pictured anyway so why not make it default. Hope that helps Dan

Hi @James Ainsworth, Loving the change so far. Just one tiny little change I would like to see. Would it be possible to add a fourth visibility option when you are updating a catalog item? At the moment you can set it to Portals .. Service Desk .. Both Can we have 'Emails' added to it so that items made for email templates don't show anywhere else? Some of our email alerts require actions but the issue will only ever be able to be logged via email so having the item on the service desk may cause confusion and lead to tickets being raised incorrectly Thanks Dan

Brilliant. On a scale of 1 -10 how sad is it that I have been really looking forward to this and am now excited to have a play with it today? Thanks again Dan

@Victor Sure

Hi @AndyColeman, Yes you will need to delete the old one first as if you try and associate a resolve time to a new one at the moment you will be told that there is nothing you can associate as they are all connected to existing priorities.

Hi @Daniel Dekel, No worries

Hi @Victor, It was on the same reference. (Attached is for the earlier screenshot above)

Hi @AndyColeman, I think that as they are connected to priorities you would have to create a new priority (from the Priorities tab) with the correct name and associate the resolve time (from the view you are in in the screenshot) Hope that makes sense Dan

Hi @Daniel Dekel, When I select the emails from the preview bar. It makes no difference if I select one or multiple. Happens only when I try and mark the emails as read or unread. You say the errors are not related but when I get the client error a second later the log error appears. And if I have selected 4 emails in the client I get 4 errors in the log. As I said in my first post it doesn't impact on functionality at all. The messages are still marked as I would expect. Just get the error also. Thanks

Hi all, Just an FYI really as it doesn't seem to impact functionality at all but when I mark an email as read or unread in the new mailbox view it get the attached errors. The mails are still marked as read or unread just the error pops up. Obviously anyone working in the mailbox could have a large number of pop ups should they have a number of emails to mark which would be annoying. Other than that though it doesn't seem to do anything. Thanks

Hi @Victor, To be fair I kept getting the errors no matter what I did so Wednesday evening / yesterday morning I changed all the BPMs to use the corporate SLAs and I haven't had the issue since. They were set up using the old service SLAs so there was no SLA to attach to a service. As far as this goes now the BPM breaking error is no more. I was hoping to find out what the error saying that the task cannot be created as the analyst doesn't exist when he does was about as that happened in total about 5 times and I just wondered if it was a bug or something I had changed Thanks

Hi all, @max_crown if you just click the service manager tile it will take you straight to the request list so no extra mouse overs or clicks. I do like the new UI and also love @samwoo pinning idea. I would like to extend this to being able to pin the 'Raise New' so that no matter what the analysts are doing at the time, should the phone ring they are always in a position to log a ticket straight away. I would also like to add a +1 for being able to resize the tiles All in all a good change though. Thanks Dan

No worries (lucky you)

Hi @Victor For some reason this rule has stopped working now. No error messages just none of the emails are triggering a logged ticket. Any ideas?

Ok thanks @Victor

@James Ainsworth Thanks for the update. Any idea when the next build release will be? I have about 25 different alert emails to configure ASAP Thanks Dan

Hi @James Ainsworth, Any updates on this? Enhanced rules for email will be very useful. Thanks Dan

@Victor Ok, is there going to be a fix for this at all? Some of our BPMs go through quite a few automated nodes before they expect human input so could be an issue.

Hi @Victor Switching the setting mentioned in the linked thread worked and we are now no longer getting the error. Thanks Dan

Hi @Victor The above expression does work, so it is something horrible in mine (which I kind of gathered) It will do what we need it to do as is for the moment. I will just have to brush up on my regex (sigh) Thanks Dan EDIT: Ok so I lied a little. Any call raised via an email and this rule fails the BPM with the following error: 64945 23/01/2017 14:26 error comms 9012 Operation[apps/com.hornbill.servicemanager/Requests/bpmOperation:getCustomerInformation] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/getCustomerInformation): nodeName: Invoke Flowcode: shrGetCustomerDetails; nodeId: e660ce0b-abf4-4b1a-9239-1c4341c94f95; At 211/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager:shrGetCustomerDetails] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ops/shrGetCustomerDetails): Security failure" throw(e); _fc_node_exec_e660ce0b_abf4_4b1a_9239_1c4341c94f95 64944 23/01/2017 14:26 error comms 9012 Operation[apps/com.hornbill.servicemanager/Requests/bpmOperation:getCustomerInformation] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/getCustomerInformation): nodeName: Invoke Flowcode: shrGetCustomerDetails; nodeId: e660ce0b-abf4-4b1a-9239-1c4341c94f95; At 211/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager:shrGetCustomerDetails] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ops/shrGetCustomerDetails): Security failure" throw(e); _fc_node_exec_e660ce0b_abf4_4b1a_9239_1c4341c94f95 64943 23/01/2017 14:26 error perf 9012 apps:getCustomerInformation() Operation Invocation results: failure (198443008 B, 1007 ms, 0 kB, 0 ms, 0 kB) Slow API response!!! 64933 23/01/2017 14:26 error scripts 9012 nodeName: Invoke Flowcode: shrGetCustomerDetails; nodeId: e660ce0b-abf4-4b1a-9239-1c4341c94f95; At 211/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager:shrGetCustomerDetails] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ops/shrGetCustomerDetails): Security failure" throw(e); _fc_node_exec_e660ce0b_abf4_4b1a_9239_1c4341c94f95 64932 23/01/2017 14:26 error comms 9012 Operation[apps/com.hornbill.servicemanager:shrGetCustomerDetails] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ops/shrGetCustomerDetails): Security failure 64931 23/01/2017 14:26 error comms 9012 Operation[apps/com.hornbill.servicemanager:shrGetCustomerDetails] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ops/shrGetCustomerDetails): Security failure The call is logged but wont progress any further

Hi @Victor Screen shot attached. It passes a regex tester in Python but not JavaScript but (unless I remove the / and then it passes both. I have tried both but neither work) Probably something stupid I have done / not done. Any danger of giving us email rules straight from the email view like in Outlook?? Haha.

Hi all, I am having difficulty getting the email rules to work this morning. We have changed mailboxes and as such I need to create a rule as follows: "If email is sent from <old address> and contains subject line <IT Request Form 2016> logOrUpdateServiceRequest" However I cannot get the email rules to play ball today. Any help gratefully received Thanks Dan