lee mcdermott

@Ehsan thats seems to have sorted it for now thanks lee

Hi, I noticed there was an update last night. Today our sites do not work? So when logging any calls it says there are no sites for selection? Is this as a result of the update? thanks lee

@Martyn Houghton cheers martyn. that may explain why its failing. I tried creating a new one just so I could test the connection worked before actually swapping over. Will just have to go for it and hope it works. thanks lee

Hi, We were originally setup to use Google but have recently moved to Microsoft O365. I am trying to setup a new outbound routing rule but it fails with a send as denied error. Does anyone know what needs to be setup and where to get this working? The current setup is using smart Host to smtp-relay.gmail.com the new one I believe will be smtp.office365.com. What is required for step 2? if we are using smtp.office365.com Does hornbill have to send to a relay at our site for it to then direct to smtp.office365.com? If so where is this configured? for step 3 I assume we would already have this in place as it is currently working when using our original google mail account? Hornbill WIKI as below Create an outbound route in Hornbill and configure the necessary details (as shown in the image below). Configure a relay connector on your mail server (allowing relay from the appropriate origin IP stated below) - Configure any necessary firewall rules (allowing traffic from the appropriate origin IP) to allow communication from your Hornbill instance. Europe: - 87.117.243.10 OR 212.71.225.67 Any help or advice would be great thanks lee

@DanielRi thanks. I think it is now working for users who were already set up (must have been a delay in updating the settings once changed). Just need to test new users as I have a feeling these are not working? Maybe the account information is not the same mapping when created in office 365 to when we used google?

Hi, We are trying to setup SSO with AZURE. We have it working by adding individual users to the Hornbill Application Group in Azure. https://docs.microsoft.com/en-gb/azure/active-directory/saas-apps/hornbill-tutorial However we need a way to add all users to this group to allow both portal users(self service) and IT staff the ability to access Hornbill. Does anyone know how to do this? We tried creating a group to allow anyone with our domain name email address but this didn't work? We cannot add users individually as there are too many. thanks lee

@Deen Hi deen, no I do populate that field I Just didnt want to screen shot it for this forum.

Hi I am trying to create a new mailbox but no matter what I try I just get the following error. I enter the mailbox then get the error below Is there a certain order you need to do things in order to create a mailbox? what do I need to do? We are in the process migrating from google to O365, so I need to create an outbound rule (which keeps failing also). Any ideas?

@TrevorHarris is there any way to turn this off so you are not prompted to select an option everyday you log in? we use SSO and by accessing the Live URl used to just log you in, now it is a little frustrating that you have to select the same SSO option every day to log in. thanks lee

@Victor thanks victor, i managed to get Mary's working but had to tweak it as it was listing everything logged from 7 days ago rather than from the time i run the report 7 days ago. I have just tried yours and that works fine and is a little easier to type. thanks lee

@Mary Thanks Mary thats great, I will give that a go. lee

Hi I am trying to schedule a report so that it runs on a Friday afternoon to show all calls logged that week. Is there any way to get it to run by using "last 7 days". I currently have the below configured. My problem is I need to get the weekly figures by Mid afternoon. So for example if it ran at 2pm, I will miss any calls logged between 2 and end of day at 5. Therefore not getting totally accurate figures. What I hoped is if I schedule a report to run at 2pm every Friday and it was for the last 7 days (i.e. the previous friday @ 2pm until the report runs on the friday @2pm) i will always be getting accurate figures in terms of a full week. Is there anyway to configure the values below to be more granular rather than just the options available. I have been using "user prompted value" to manually select the dates and times, but ideally want to schedule it so save a repetitive job each week. I hope that makes sense thanks lee

@Steven Boardman Thanks Steve, yes I have logged in as a normal user and the employee page seems correct and as it should be, so hopefully all good from that side. No plans as yet for the employee mobile side. thanks lee

Hi All, There are numerous posts and a lot of info to take in, I am planning on switching over next week to make employee portal live. Can you confirm the steps I need to take are as below? Have I missed anything? 1. Comms to customers 2. Change local URLS to direct to Employee portal (not a major issue due to hornbill auto redirects) 3. Change the following 2 settings to Employee Portal and ON 4. remove names from this section and tick to hide my services 5. All user just have these roles. Do they need any additional roles to allow them to access new URL? I have set up the portal as required and configured it how I want it. Many thanks lee

@Steven Boardman thats great thanks steve, I don't have the attachment form in the progressive capture, will add it and try that. Also auto updating existing calls sounds good also. We have routing rules and our calls do update via email, so this will help also for auto adding attachements. thanks lee

Hi, When raising a request from email, is there a way that an attachment on the email can be automatically added to the request? Or do you have to download it, log the request than upload it? The option to add attachment only seems to be for already existing requests (not new ones) thanks lee

@TrevorHarris Thanks trevor. It's sort of worked , the popup still comes up then then just returns an error on screen.

@TrevorHarris Hi trevor, I am still having trouble trying to switch this off. And people are still accessing it. I tried deleting as below Home > Application > Hornbill Live Chat > Role > Portal Chat Session User - Select the user tab (the last one) ticket the checkbox at the top to select all users and click on the delete button. However it only lets you delete a page at a time when selecting all. We have 11,000 users..so nearly 450 pages I would have to go through and manually delete I then tried removing the role from the import config profile ( this is how I added the Portal Chat Session User to all users in the first place) So I deleted the role saved it, ran the import thinking as it is set to create and update it would update the roles by removing that one I just deleted. But it hasn't changed anyone's roles (or at least it hasn't removed the Portal Chat Session User) Any ideas how I can remove the roles from everyone? thanks lee

@TrevorHarris thanks trevor. I will remove the role from everyone. There maybe a bug in the system then as I have the options set as above but can still start a chat session. The pop up wasnt there, so i clicked the live chat link and the message on screen was we are closed, then I went back to home page of the service portal and the chat icon popped up and i could start a session?

Hi , I thought I had turned off chat as below. But it appears that users can still instigate a chat session some how? How do you turn off Live Chat and possibly remove the link . thanks lee

@TrevorHarris thanks trevor I have applied that fix. lee

thanks i will have a look and try again. lee

@Daniel Dekel Thanks. It is definitely published. So i suspect it is the visibility. I have checked and it is set to user visibility. So does that mean I will need to set it all up again and select basic user visibility? what is the reasoning behind having 3 different visibility? who would just "users" be? lee

Hi I am busy setting this up and testing with a view to switching over sometime soon. I have logged into company home and setup the page as I want it to be for the customer when they access the page. See below. with various widgets. However when logging in as a user it is different as below. Missing all the widgets I have setup? And I notice the my services is also different? and Ideas what i need to do? thanks lee

@TrevorHarris fyi..notifications are working for me now? might have been because I was testing as user and as analyst (same person)?