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m.vandun

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Posts posted by m.vandun

    Adjustment of email template

    in Service Manager

    Posted

    Hi,

    Since today it seems that the email templates are being adjusted by Hornbill which affects our font type. It seems that the template part is being put in a span although this is not the case in the email template. How can we adjust this as our snippets are now in a different font style.

    image.png.9c06ddfff08dc74454baab6552262c07.png

    Regards,

    Mark

    Bulk inform customers at major outages

    in Service Manager

    Posted

    Hi,

    Lately we had the unfortunate opportunity :unsure: 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.

    Regards,
    Mark

    • Like 3

    E-mail error

    in Service Manager

    Posted

    Hi,

    We've received the following error. Any idea why?

    Regards,

     

    Email from:E-Mail Error Notification
    Subject:Hornbill ESP Inbound Mail Message Processing Error
    Details:We have detected an error during the message decoding process for the attached inbound mail message. This could be due to the MIME decoding problem in Hornbill's software, a corrupt message from the message originator or a general communications problem. You will find the original raw RFC822 formatted message as well as other useful files attached to this message in order to help you identify the message originator and aid in debugging the problem.
    Please ask the originator of the message to send it to you again. If the problem persists and you are happy that this message or its attachments do not contain confidential personal or commercial information, please contact Hornbill support or your Hornbill partner if you have a valid support contract or post the problem on Hornbill's community support forum (https://forums.hornbill.com/) in order that we can investigate this problem further.
    Thank You.
    Hornbill Development Team

    Message tracking ID: imap4-Service-7a83948ce738a0d0
    The error encountered was:

    • Failed to decode message, invalid UTF-8 encoding encountered.

    Error Message:

    • Plain Text Message Body is declared encoded as 'utf-8' but is not a valid UTF-8 encoded stream.

    Error Detail:

    • UTF-8 sequence under run (11xxxxxx). Character: 0xA0 at location: Line=4, Col=1

    First Time Fix

    in Service Manager

    Posted

    @James Ainsworth,

    This is a great addition and would help a great deal to identify issues that need more attention. What i'm missing here is actualy an overrule if the request has been reopend. By definition this should not be considered a first time fix anymore.

    Regards,

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