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lee mcdermott

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Posts posted by lee mcdermott

    New Outbound Routing Rule Query

    in System Administration

    Posted

    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

    1. Create an outbound route in Hornbill and configure the necessary details (as shown in the image below).
    2. Configure a relay connector on your mail server (allowing relay from the appropriate origin IP stated below) - 
    3. 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

    Azure Single Sign On

    in System Administration

    Posted

    @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?

    Azure Single Sign On

    in System Administration

    Posted

    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

    creating a new mailbox and Outbound mail rule?

    in System Administration

    Posted

    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

    image.thumb.png.55d95730a66d125f8eb0241dd75c8a0a.png

    image.png.792d63ebfd18f49a5b07fc6dadd978bb.png

    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?

    how to create report for last 7 days?

    in Service Manager

    Posted

    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.

    image.thumb.png.5f0166d44e5c3c5a6524dd6da45b06c3.png

    image.thumb.png.18ad450c490ab86caddeb396e7415333.png

     

    I hope that makes sense

     

    thanks

    lee

    Live switch over to Employee portal.

    in Employee Portal

    Posted

    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

     image.png.541eb8342d13cd41e72bf862c7bdcb17.png

    4. remove names from this section and tick to hide my services

    image.thumb.png.81345876473ce7c617bed3d962045e9d.png

     

    5. All user just have these roles. Do they need any additional roles to allow them to access new URL?

    image.png.955e0674d8f24a30eb7d8b355543e046.png

    I have set up the portal as required and configured it how I want it.

     

    Many thanks

    lee

    Auto add attachments from email

    in Service Manager

    Posted

    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

    How to turn off chat?

    in Live Chat

    Posted

    @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

    image.thumb.png.5897000c125e1933bc353c482e8de5ce.png

    How to turn off chat?

    in Live Chat

    Posted

    @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?

    How to turn off chat?

    in Live Chat

    Posted

    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 

    image.png.35117baa1ff0c7de9dff949de47985da.png

     

     

     

    .image.thumb.png.d8892d9df68e0cee40dcbc98607c70d4.png

     

    thanks

    lee

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