Michael Sharp

Thanks for this @Victor, as it happens, we got the alert although nearly 15 minutes later. Regards, Mike.

Hi @nasimg, thanks for this - doesn't appear to work for us! Might be a timing issue. Mike.

Hi all, Is it possible to generate a notification for a team or owner of a ticket when an auto response is posted to a ticket? This is when an email has been sent from the ticket and returned by the user via a routing rule. At the moment, emails received onto the ticket are being missed by our engineers. Regards and thanks, Mike.

Would also be good to used MS Outlook's reoccurring model as this defines the exact times/days when schedules should be set. We have to make presumptions on your model. Also, I don't quite understand the relevance of start/due dates if you are using a schedule? Should these be greyed out? Regards, Mike.

I don't seem to be able to attach anything to a scheduled activity? Regards, Mike.

@Ehsan any news on this? Thanks, Mike.

I agree, linking in with document manager seems a bit of a faff. Version control over attachments seems much simpler on the face of it although appreciate from a development point of view, this may be tricky. Mike.

Hi all, I think it would be useful to version control or have the ability to replace attachments against tickets. Not sure if this is something others would find useful? Mike.

@James Ainsworth I think our Director wants a quick verification filter to ensure all Partner tickets are clear each time he looks at this. Could you screenshot your potential solution for me please? Not entirely sure I understand. Mike.

Hi all, My manager would like to be able to filter based on a customer's title i.e. senior members of staff/Partners. I appreciate reports can be run however this is not suitable for probing tickets. Regards, Mike.

Apologies, I've found how to do this!

Good afternoon, I personally think it would be really useful to be able to add documents as well as tickets to the bookmarks panel in Hornbill. Wondered if this would interest anyone else? Regards, Mike.

Hi Gerry, Fantastic news and also refreshing to see such a quick turnaround from a vendor. My issues weren't really in relation to today's outage, more the perceived presumption your systems are immune from the unexpected! Regards, Mike.

Thanks @Gerry, great to know Hornbill has a road map for future upgrades. Regards, Mike.

@DeadMeatGF ideally carried out at 00:00 BST which would avoid critical business hours for the vast majority of firms globally......

Hi @Keith Stevenson, might I suggest your infrastructure and the product is updated outside of normal business hours? I imagine the platform is critical for your customers' support teams and would have thought this is an easy mitigation process? As a firm for example, we commit all business critical changes during evenings and weekends to avoid any potential loss of productivity. Fortunately on this occasion, the roll back was relatively quick....! Regards, Mike.

This seems to have now remedied itself....

Please see below message when trying to log into Hornbill - this is affecting all users. Please can this be addressed urgently? Cheers, Mike.

Hi @Gerry, thanks for the info. I hadn't appreciated the answer to my questions were on the Wiki. Do you know any customers that wouldn't mind speaking to me who use Mimecast in this way? Regards, Mike.

Hi, I've tried to contact our account rep regarding the configuration of outbound emails without response. Our third party email service is asking if the source IP supplied is not shared with any other organisations? I would presume the IP is static also. Regards, Mike.

Can this be raised as an enhancement request? We require an email to be sent to multiple internal users (we will have to create a group now) but also multiple external users so the workflow will be quite busy? Thanks and regards, Mike.

I would like the automatic email function (as part of a business process) to go to multiple external email addresses. Can this be achieved without multiple nodes? I have tried adding semi-colons which wasn't successful. Regards, Mike.

Hi @Chaz, the issue is when we map a custom field to the H_summary field. We lose the body of the email but the correct custom summary is created.

Hi @Chaz I think we lose the body (description) if we use a custom summary?

Hi @Chaz thanks very much for this. Did not know that was there!! It would be useful if the summary or description were populated with the email content when using progressive capture though. Regards, Mike.