Paul Trenter

Hi @Victor, thanks again for the fast reply. I've changed the domain to our Email>Outbound Routing domain and ran a test. Now I do see an email sent from Home - System - Email - Direct Outbound to myself which is good, but I don't receive it. It shows Delivery Failure and when I dig deeper the problem seems to be with. SmtpCmdResp: 550 5.7.60 SMTP; Client does not have permissions to send as this sender [CWXP265MB0245.GBRP265.PROD.OUTLOOK.COM]

Testing this at the moment but I don't seem to be getting any emails through when I update via portal. There is nothing showing in the sent items when I look at the mailbox relating to this either. I think I've sent things up right. We only have one mailbox to send from.

Thanks @Steven Boardman, that's exactly what I was looking for.

I was wondering if it's possible to open up the portal tickets visibility so that users within an organisation can see open tickets from others within that same organisation, rather than just the tickets they have raised? I can work around by creating generic accounts rather than individual but would like to know all options.

I would like this set up to send an email to our support group email address whenever a user updates a ticket via the Portal. Where do I set the 'from' mailbox and the 'to' address'? Is the 'From', set at guest.app.requests.notification.emailMailbox and the 'to', is that taken from the email in the assigned Analyst's profile?

Aha, found you You were right, you'd think I'd remember to publish now. I've added my manager as only approver and it assigns the Change to him ok but it still lets me approve the CR. Maybe as I've full access in Hornbill Admin? There is a cosmetic issue when opening the Change too. Doesn't affect the flow so not a show stopper. I see this when I open the Change. Here you can see my name is wrapped. the '16' that shows is the contact number of the Customer(Ken in this case). My Name there is also a link. When you click both links you get the page below. The URL shows https://live.hornbill.com/cinos/profile/16/about/. I can see my profile ok but this seem to be looking for a profile for the customer. As I raised the Change, shouldn't those links point to my Profile?

Hi All, I have a Change process and am looking to add an option to request authorisation from manager if so needed. I've added the Task, Branch and Authorisation Node. First I tried selecting my manager(as listed in my user account) as authoriser, that gave an error. Then to test I've just set myself as the authoriser. Each time when I choose Yes in the Approval Required' Task, I am greeted with the red box of doom showing the error as: The specified user 'undefined' does not exist I've searched these forum and tried to replicate the setups in the demo instance but am stuck. Any pointers would be great.

of course yes I was on about the priorities, thanks again.

Yes it does make sense. In my defence those rules were not created by me. I'm not sure why they are named different as if you click in the field it give you the list of correctly named rules to choose from. I've tested, now have a date and time showing and you have me out of your hair...............until next time Thanks @Steven Boardman & @Victor for taking the time to look at this. You've been a massive help.

Thanks Victor. I did just test with an account that should hit that RUHB rule but didn't work. To make it as simple as possible for now deleted the 'test SLA' and I've added another rule to use the other SLA for all other Orgs. Tried another Org contact but still no joy.

Thanks Victor. I've now added the 'Get Request Details node(below) right before the Start Response Timer. When I look at the earlier Get Requestor Type Node, all the variable are set the same. Is that right? As for publishing, I now have a few previous versions it seems but the correct one is listed as published. Can you delete the old versions? Not so important really. Still no timer when all saved and tested. Sorry this is such a pain, probably something easy I'm missing.

Hi Steve yes the current Progressive Capture asks for Priority at the moment. Made the changes as directed but still no luck. I am running this on a test Business Process rather than messing with the main one we use for now. For testing I've set it as the Workflow for Incidents in the Service. Is there a way to confirm which Business Process is being used just to make sure? Do I also need to change the defaultBPMProcess.incident in Settings?

I did have the 'Get Priority' set after stopping the response timer so I've jiggled some nodes . Still getting no timers in the test calls though. Here is the current Business Process:

@Steven Boardman I have set 5 Rules on that SLA, one for each of the 5 priorities in the same format as below:

Thanks Steve yes just noticed and was about to query that.

One other thing I've noticed, and might not be relevant. Is that when I create a new 'Test SLA', the option on there is then to 'Delete' rather than 'Remove' as shown on the other 2 SLAs. Might be because I didn't create those other 2 myself?

Hi Steve, Yes as we have a number of customers in the system my plan is to have the one service then a number of SLAs within under each company heading. Then 'manage rules' to auto assign correct SLA based on Organisation. At the moment though I just have 2 SLAs under the service. That Standard SLA and one for a Customer while I've been testing the rule(which works ok). In Standard SLA there are 5 Priorities configured, all with Response and Resolve Times set: In the business process I have a start and stop response timer and then a start and stop resolution timer Thanks, Paul

Hi Steve. No, I'm not seeing the timers within the call either. I just see the Service Level Name and the option to Pause underneath.

Please bear with what could well be a noob question. We have now grown to the point where I want to include automated SLA timers within our Service Manager rather than just raising tickets without. I've configured SLAs and designed rules which seems to work. If I log an incident the correct SLA is showing linked in the call. I've also configure start and stop timers within the Business Process for Respond and Resolve Timers. Using the example Business Process for the automated tasks. Where I am stuck though is on the Request List screen. I've added columns for Respond By and Resolve By but the fields aren't being populated with any dates. I don't think it's the business process, as I changed the Incident workflow in the Service to the example 'Hornbill with Timers'. Tested raising an incident and still no date/times for SLA in request list. Any help appreciated.

Ah yes I should have tried another browser. I am using IE 11. I do see the edit symbol in Firefox although when I trying to delete the collection from there I run into more problems. EDIT: - After a refresh the collection has been deleted. Thanks for the help. I can work around the IE issue.

Hi @trevorharris, The Document manager did show and update pending today which I've ran. Build showing as 252 but same problem still valid I'm afraid. No edit icon.

Hi @Daniel Dekel I also get the same when hovering over the collection:

Hi there, for some reason I don't seem to see that cog symbol for the setting:

Probably a simple one this, but I can't figure it out. I created a document collection as self-organised rather than manual by mistake. How do you delete collections?

@Steven Boardman Cheers, I've set this up as you requested. It looks like it's refreshing absolutely fine for the console and testing. Gone back to the other dashboard and seems setting refresh to 1 minute is doing the trick there too. Thanks, looks all good now.