Lately we had the unfortunate opportunity to have a couple of major incidents which struck a lot of our customers. A major flaw we found in Hornbill is the ability to inform our customers in bulk, via email. We create a problem ticket and then link the individual incidents to this problem ticket. For closing all linked incidents this works fine as we can close all incidents with the same solution and the customers receive an email with the closure essage due to the BPM. But during the outage we are not able to pro-activily inform our customers to our standard. I can send our customers an update via the PM when I manually link the customer to the PM and add them to the BCC but this takes hours to do, especially when there are 200+ incidents.
Adding a solution for the problem would really benefit the useabillity of Hornbill during major outages.