Jump to content

Michael Sharp

Hornbill Users
 View Profile  See their activity

  • Posts

    665

  • Joined

  • Last visited

  • Days Won

    8

 Content Type 

Posts posted by Michael Sharp

    Notification when Email is Received

    in Service Manager

    Posted

    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.

    Schedule Calls to log automatically?

    in Service Manager

    Posted

    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.

    Version Control on Attachments

    in Service Manager

    Posted

    13 minutes ago, samwoo said:

    @Gerry / @James Ainsworth

    Great news! This is going to be an amazing feature. Thanks for the update.

    However for attachments (which are not documentation) this might not work? Unless the plugin will keep attachments againsts requests seperate from Documentation then i think it will work.

    Thanks,

    Samuel

    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.

    Unable to Access HB

    in Service Manager

    Posted

    7 minutes ago, Gerry said:

    A quick update. 

    We have now identified the root cause of the problem which was a configuration problem that caused the configuration data content from being unavailable to our application services. This in its self should not have caused production systems to fail. However, this condition showed up another previously unknown problem. We have now identified this primary problem and are currently adding monitoring to these service for this particular condition so our systems will identify the problem automatically should it happen in the future. 

    However, In the case of the secondary problem where the configuration information checksum data is unavailable the application servers were also throwing an error, this was a design issue as the code should have been far more graceful in its handling of this condition. As a result, we have now added code that will ensure that application services will give 8 hours of grace time should any configuration information be inaccessible.  This was a problem waiting to happen as the condition and the subsequent behaviour was previously un-encountered and therefore unknown to us which means it would have caught us out at some point. The change will be verified, tested and rolled out into production over the next 72 hours ensuring that production instances will no longer be affected by our internal configuration services having a problem. 

    You have to love continuous deployment and the speed with which we can identify, solve and release solutions. Once again our apologies for any impact caused, even though it was less that two minutes of down time, it still hurts our pride :) 

    Gerry

     

    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.

    Unable to Access HB

    in Service Manager

    Posted

    43 minutes ago, Keith Stevenson said:

    All

    At around 10:35 this morning, during a routine update to a backed server an error occurred in our subscription checker. This caused a number of instances to temporarily loose the count of available subscriptions for a subset of applications.

    The error was quickly identified and resolved by 10:37 (Change backed out as per change request plan).

    The type of update that occurred on the backend server happens around once a week as we continuously develop\enhance our service and this is the first time an error has been witnessed. The issue was not seen in our development or beta environments during testing.

    Inorder to prevent issues like this in future we are already looking at having additional tests in place.

     

    Kind Regards

    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.

    Outbound Email IP

    in Service Manager

    Posted

    6 minutes ago, Gerry said:

    @Michael Sharp

    You mentioned you were unable to get hold of your account rep, can I ask who and how you tried to contact them?  

    I ask because I just wanted to clarify with you - having looked up your instance support details I can see your organisation has not taken up any support options which means the support entitlement for your instance is community support only, there is no direct route to our support team.  Of course if their is any service availability problem you do have direct access to our global 24x7x365 support team. You will find all of this information when you use our support point of entry here: https://www.hornbill.com/support/ Once you provide your specific details you would see page below ...

    The active support plan for your instance is shown where the red arrow is pointing.  The support options available to you are shown in the red box.  If there was any issues detected by the service availability check you would have an addtional option to contact our 24x7x365 support team.  

    Regards

    Gerry
    Hornbill_Contact_Support.jpg

     

    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.

    Outbound Email IP

    in Service Manager

    Posted

    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.

    Email Notifications to Multiple Addressees

    in Service Manager

    Posted

    On 8/3/2017 at 0:14 PM, Victor said:

    @Michael Sharp currently the email nodes for external addresses work with only one email address I'm afraid. So yes, you would need to use multiple nodes or have a distribution list created for these email addresses...

    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.

×
×
  • Create New...