Ricky Watts

Thank you

No refreshing doesn't make any difference. It still defaults to the wrong From address and won't let us change it

It's just happening in the main email view. If we try to email out via a request form it defaults to the correct address and lets us change it if required.

We have an issue that's just started happening today where when someone tries to forward an email from our shared mailbox in Service Manager. Basically we have 3 shared mailboxes, 1 primary one and 2 secondary ones used by teams at other sites. If we try to forward an email in the primary mailbox it puts one of the secondary addresses in the From box. The From field is then greyed out and won't let us change it to the correct address. If we use Reply it uses the correct address in From, it just seems to be forwarding that has a problem. This has only started happening today and we haven't made any config changes recently. Any idea why it's doing this and how we fix it?

Actually ignore all this, it was just me being an idiot I was thinking that shared mailboxes don't have their own password for some reason. Turns out they do and that was the password I needed to use. Stupid mistake on my part.

Thanks. I'm not entirely sure I'm using the right credentials though. What I'm really asking is if I'm setting this up the right way. i.e. should I have the username as the email address of the mailbox, and the password as the password of a service account with full access to the mailbox? If that is right then how does it know which account I've given a password for?

We're trying to set up a new mailbox but can't get service manager to connect to it. The mailbox is set up in Office365 as a shared mailbox, but when I try to add it in service manager it gives an error when I try to test the connection. For the username I've got the email address of the mailbox. For the password I've put the password of a service account that has full access to the mailbox (the mailbox itself doesn't have a password as it's a shared mailbox). From the error it looks like an authentication issue. I'm pretty sure this is how we've added mailboxes previously but I can't get this one to work. Any ideas what I'm doing wrong?

It seems to be working ok now. Not sure what's changed, but thanks for your help

Is this what you're after?

Yes it's happening for every email we've tried to raise a case from. It's also doing it no matter who raises the case, there are 5 of us who have tried it and all get the same. It was fine this morning and started happening about 2-3 hours ago. We haven't changed anything in our setup today.

I've just attached a screenshot, although it doesn't show a lot. Just a screen that says Loading on it.

For the last couple of hours whenever we try to raise a case from an email (using the Raise Request button on the Mailbox view) it just sits there saying Loading. We can raise them via the Request List view using the Raise New button, but then we have to populate all the information manually. Is there a way for us to fix this, or is it a server-side problem?

Thanks for the reply Steven. I think setting the external reference should suit our needs, so I've got that set up now. Thanks again.

I'm looking for a way to have a different case reference format if an external customer logs a case to when our internal ones do. Basically our setup is this - we mostly use service manager for internal users, and are just using the standard IN and SR format for case references. We do have an external customer we also support, and have set up a customer portal so they can log issues themselves. We'd like the cases they log to have a different format for the reference so we can easily tell them apart, something like e.g. EC000001 instead of IN00001. I was thinking we could log the external cases as a Problem rather then Incident or Service Request, then set the required format for all Problems logged. I can't see any way to log Problems through the customer portal though, it only allows us to add Catalog Items for Incidents and Service Requests. Is there a way to achieve what we want this way? Or is there a better way to get these cases logged with a different reference format?

That's exactly what I was after, thank you I've just checked the h_sys_security_log table and it confirms the user did have multiple unsuccessful login attempts before their account was suspended. I did think that was the case but wanted to confirm that as I'm sure he'll insist he's entering the right password. Thanks again.

One of our user accounts has got suspended several times now and I'd like to figure out why. I suspect he just keeps entering the wrong password, but can't find anything in the logs that confirm this. Are there any logs that show why an account has been suspended? Also are there any other reasons that the system would suspend an account?

I reselected the text and chose the font again and it seems to have sorted out the problem. Thanks Nasim. It's possible I never selected the font at all when I set up the template. It looked ok to begin with so I might have assumed it had defaulted to the correct font.

We're using a number of email templates for things like new case logged or case updated. On the template setup they're set to use our corporate font (Arial), but when customers receive the emails the font has been changed to Times New Roman. Is there a setting that changes the font when the email is sent out, or is this a bug? Has anyone else had this problem?

I've got this working now. I went into System -> Data -> Database Direct and checked the values directly on the h_msg_auto_rules table. The h_api_reference field was empty for the rule I set up, which confirms what I suspected about it not saving the Reference data I was entering via Routing Rules. I entered [a-zA-Z]{2}[0-9]{8} into h_api_reference via Database Direct and now it appears to be working correctly and updating tickets when emails come in. Looks like a bug in the Routing Rules page. Thanks for your help @Victor

Thanks I've changed it to logOrUpdateIncident. It's still not working, but now the error is saying "Uncaught ReferenceError: ERROR is not defined". I have noticed that even though I fill in the Reference field if I save and then go back in the Reference field is empty again. Could this error be something to do with that? It looks like it's not saving what I've entered. I'm using Chrome, but have tried with IE and Firefox but can't even enter data into the field using them.

Thanks, but the requests I'm testing with aren't closed. I'm logging them with my own account, which does have full admin rights but assume that should still count as a registered customer. I have tried turning on the settings above and it still doesn't work, but it gives a slightly different error now

I'm trying to set up email routing so that when someone emails with a ticket reference in the subject it updates the relevant ticket, but can't get it to work. I think I've got the routing settings set up correctly, but when the emails come in nothing happens with them, and the MailService logs have an error saying "Uncaught FCSException: ERROR(006)". Can anyone see if there's something I've done wrong in the config? Also I've noticed that even though I've populated the Reference field in the routing rules, if I save and go back in then the field is empty again.

Thanks Bob. I had set it up the way you suggested originally, but was trying to reduce the amount of information the users have to enter in order to simplify things for them. Making them select Company is fine though, I'll do it that way

Hi I’m trying to set up a capture that does a customer search, then picks up their organization, then uses it in a Branch, but it doesn’t seem to detect their organization at all. It goes Customer Search form -> Organization Details form -> Branch. The Customer Search displays the right customer, but then it says “Organization name : The selected Customer is not associated to an organisation”. It then goes down the ‘No Match’ branch (although it goes down the correct one if I use organizationid != 0). In the Organisation setup it shows the user in Assigned Users, so I’m confident they have been assigned to the organisation. I’ve also tried adding Organisation Id as an Additional Display Field, but that shows nothing. Is there something obvious I’m doing wrong? I’m fairly new to this but it seems like it’s set up correctly Thanks