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Stephen Hutchinson

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Posts posted by Stephen Hutchinson

    Feeback Questionaire

    in Service Manager

    Posted

    Hi All

    I am piloting Self Service and using the feedback questionnaire template the end of the process. Customers can select more that 1 answer per question. Is there a way to limit the customer to 1 answer per question?

     

    See attached for an example.

     

    Regards

    S.Hutchinson

    Screen Shot 2017-07-17 at 12.30.51.png

    Rogue Ticket

    in Service Manager

    Posted

    Hi, I have a ticket that appears within a users S.Service portal but not in any of the views we have created. It doesn't even show up when using the view "ALL"

    Is there a way of deleting the ticket?

     

    Known Error Service Request

    in Service Manager

    Posted

    16 hours ago, James Ainsworth said:

    Hi Stephen,

    An option has been added that will allow a customer to change the order of the Known Issues which we are looking to make available in an update over the next week or two.  The default will display from newest to oldest and each Known Issue will also show the date that it was last updated.

    I hope this will help.

    Regards,

    James

    Thanks for the the update James.

    Known Error issue

    in Service Manager

    Posted

    Hi

    I have had the Known Error service setup recently that works well apart from when the Known Error has been closed it stays posted under the Known Issues tab and doesn't disappear. Has anyone else experienced this error before?

     

    Setting a Default Password

    in Service Manager

    Posted

    Hi all

    I am about to setup a pilot group to start using Self Service. I'd like to set a default password for these users to login and later change there passwords. Is it possible to set a group of users with the same password? If so how ?

    Bare line feeds (Email Issue)

    in Service Manager

    Posted

    1 hour ago, Victor said:

    @Stephen Hutchinson I need to have a look at your current templates and see the difference... just a quick note, the "new" templates (templates created as new in your instance) will be removed if we deploy our default templates...

    Just a quick question, did you have a look if is possible to (temporarily) deactivate/disable the bare line feed rejection in your Office 365?

    i. Might be an idea to liaise with Daniel Riley because he is aware when our email templates are used i.e. 3 strike rule . We presently use templates in our live incident management BPM. Daniel has created a new incident management BPM to go live end of next week with templates labelled EmailClosureStike v2. Both sets of templates will need amending. If they are remove can they be replaced like for like?

    ii. Unfortunately is not possible to deactivate/disable the bare line feed rejection in our Office 365.

     

    DKIM for Outbound Email

    in System Administration

    Posted

    Good afternoon Gerry

    Over the past few weeks we have received bounce back emails from 0365 which relate to a Bare Line Feed issue. Victor has posted the following on topic "Bare line feeds (Email Issue)" the following:


    Posted Wednesday at 04:18 PM · Report post

    Just a quick update on this issue. Our investigation so far reveals the issue to be isolated to emails which are using templates (specifically the CK Editor we are using when designing email templates). All other outbound emails (such as email sent from our mail interface and email sent using default and not edited templates) are not affected. This is not caused by any change we have done recently in Hornbill.

    For Office 365 users it occurs because until recently, Office 365 automatically removed bare line feed characters from mail to help it get delivered to recipients using email servers that don’t support chunking and the BDAT command (such as Hornbill).To comply with RFC 2822, Office 365 no longer removes bare line feeds from messages. As a result, messages sent to users from Hornbill may be more likely to be rejected.
    (https://support.office.com/en-us/article/Fix-email-delivery-issues-for-error-code-5-6-11-in-Office-365-81dafee7-26af-4d79-b174-8f78980dfafb?ui=en-US&rs=en-US&ad=US)

    For other mail services users (e.g. MS Exchange) the issue could occur due to SMTP connector changes whereby the connector is now configured to reject bare line feeds.

    Currently we working to get Hornbill mail in line with RFC 2822 requirements (https://forums.hornbill.com/topic/10012-dkim-for-outbound-email/).

     

    For the time being we suggest the following possible workarounds:

    create an inbound transport rule on your mail server to append a disclaimer to the messages from Hornbill. The disclaimer will append the expected CR-LF combination to the message so that it can be delivered. This disclaimer may consist of a single character such as a period or a dash (https://support.microsoft.com/en-us/help/2998901/-smtpsent.barelinefeedsareillegal-ndr-received-by-exchange-online-or-eop-users-in-office-365-dedicated-itar).
    avoid the use of email templates which have been edited in the email template editor - CK Editor - (out of the box templates which have not been edited should not have this issue). 

     

    We currently use templates to notify our customers regarding updates, 3 strike rules & general correspondence, which was set up by the Consultants team. Because Hornbill are not yet inline with the RFC 2822 requirements our customers can not receive our emails. Am I right in saying that the templates out of the box (untouched) shouldn't be affected? If so can our templates be reset back to the default and re-created?

     

    FW- Undeliverable- IN00009208 - *Headoffice - Bell Lane- ITIM Service Desk Incident ENT9865 has been logged for Head Office - has been logged..eml

    Bare line feeds (Email Issue)

    in Service Manager

    Posted

    On 07/06/2017 at 4:18 PM, Victor said:

    Just a quick update on this issue. Our investigation so far reveals the issue to be isolated to emails which are using templates (specifically the CK Editor we are using when designing email templates). All other outbound emails (such as email sent from our mail interface and email sent using default and not edited templates) are not affected. This is not caused by any change we have done recently in Hornbill.

    For Office 365 users it occurs because until recently, Office 365 automatically removed bare line feed characters from mail to help it get delivered to recipients using email servers that don’t support chunking and the BDAT command (such as Hornbill).To comply with RFC 2822, Office 365 no longer removes bare line feeds from messages. As a result, messages sent to users from Hornbill may be more likely to be rejected.
    (https://support.office.com/en-us/article/Fix-email-delivery-issues-for-error-code-5-6-11-in-Office-365-81dafee7-26af-4d79-b174-8f78980dfafb?ui=en-US&rs=en-US&ad=US)

    For other mail services users (e.g. MS Exchange) the issue could occur due to SMTP connector changes whereby the connector is now configured to reject bare line feeds.

    Currently we working to get Hornbill mail in line with RFC 2822 requirements (https://forums.hornbill.com/topic/10012-dkim-for-outbound-email/).

     

    For the time being we suggest the following possible workarounds:

    Thanks for the update around this do far Victor. We currently use O365 and Hornbill templates to notify our customers regarding updates, 3 strike rules & general correspondence which was set up by the Consultants team. Because Hornbill are not yet inline with the RFC 2822 requirements our customers can not receive our emails. Can I ask:

    i. When do Hornbill plan on be inline with the RFC2822 requirements?

    ii. I'm right in saying that the templates out of the box (untouched) shouldn't be affected? If so can our templates be reset back to the default and re-created?

     

    Bare line feeds (Email Issue)

    in Service Manager

    Posted

    5 hours ago, Victor said:

    @Stephen Hutchinson we are now looking to find the root cause for this issue. In @Martyn Houghton case we are now looking at email templates after we ruled out any interference from a 3rd party software.

     

    @Stephen Hutchinson do you have any 3rd party software that inserts something into an outgoing email? (like AV disclaimer or security appliances). These are also known to insert bare linefeeds into email messages. 

    Hi Victor, we do not have 3rd party software that has inserted anything into our out going email. I have had an Hornbill Consultant that (last week) has performed some changes to my incident Management BPM, including the email notifications. They look fine to an un-trained eye in this field. This definitely triggers when sending content from templates.

     

    Regards

    Stephen

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