lee mcdermott

@Victor hi victor that worked a treat thanks. Ideally i was wanting to have a button rather than just a link. with the button doing the same thing i.e. generating a email can the button option be used to send an email? I see there are 3 options of Button, Submit and Reset. I see the code as below but not sure what these options mean and if we could add he necessary code to send an email? <input name="Approved" type="button" value="approved button" /></a></strong><br /> <br /> <input name="reject" type="submit" value="reject button" /><br />

@Victor thanks victor I shall give that a go cheers lee

Hi, I am trying to create a link on an email template so when you click the link it will generate an email response. As below. However is there anyway to get it to populate the subject field with the call ref number as it doesn't seem to work as below? thanks lee

@Adrian Simpkins thanks adrian, didnt see that one

Hi Are there any issues we are getting more reports coming through that we cannot close any calls? get the following error Xmlmc method invocation failed for BPM invocation node 'stage-4a2f4559-f308-46c9-c114-d42c4d88e586/flowcode-bf172c1b-414d-49f7-7709-5ab89ee592fc': 0200 apps updateReqStatus FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus): nodeName: API Call: Close Request; nodeId: f3b58229-7c80-40b7-81c8-9fe5aec41275; At 575/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemCloseRequest] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/systemCloseRequest): nodeName: Set 'appOptions'; nodeId: be483ee1-2557-489e-942c-d8c988254478; At 569/1: "Uncaught TypeError: Cannot read property 'option' of undefined" throw(e); _fc_node_exec_be483ee1_2557_489e_942c_d8c988254478" throw(e); _fc_node_exec_f3b58229_7c80_40b7_81c8_9fe5aec41275 seems to be all calls? thanks lee

@Steve Giller great thanks. sorry my original question was rubbish and didnt even ask what i meant to ask?? 1. do you know when that is scheduled for release?

@Steve Giller Hi steve, sorry but I forgot to add the main part of this and it is the feature when you can change the "color" of the column to red amber or green, so I have selected Amber for customer and system as below, but it shows amber when analysts have last updated as well. This is what I meant to ask. So my understanding would be it will only show amber if a customer or system has updated it last? But i get amber on some calls when the only update is by an analyst?

Hi, Just noticed this feature, so have enabled it to show last updated by customer, however I notice a vast majority of them are showing as being updated by our analysts rather than a customer? Is this a know issue or am I missing something on the setup? thanks lee

@Victor great thanks

Hi Is anyone aware of any issues preventing log in with SSO since yesterday? We had loads of calls from users and analysts who when clicking on the Log on with single sign on it just reloads the page but wont let them log in. Seems to be any browser. Sometime a full reboot works or clearing the cache has worked. Some people it doesnt seem to have affected. I just wondered if this was a Hornbill issue or something locally at our end? thanks lee

i was about to log this we also have the same issue. have tried Chrome, IE and Edge all the same issue # lee

mine is back

same here also

Hi , We are looking at Amazon Connect as a possible replacement for our Unify Contact Centre software that we use on the service desk for receiving phone calls. I am trying to find out if and how Hornbill may be able to integrate with Amazon Connect or potentially other systems (telephony)? Would this be through the use of specific API's? I'm not overly familiar I'm afraid with API's and integrating into other systems (Hornbill in this case). Any info would be most useful thanks lee

@Deen thanks Deen, I have a call logged now that Victor is looking into it, I think it is a separate issue?

Hi, One of our BP's sends an email and adds the various answers from the logging form, this has recently stopped working. The email still sends but all the answers are now missing as below. i havent checked all the other forms yet but potentially could be all our forms that send emails. Any ideas why this would stop working, the BP has not been changed for a very long time? could a Hornbill update have broken this? thanks lee

Hi, ive just noticed on the email that gets sent to our agents when a customer updates a call via email. I have a link on the template that is meant to link to the call for the analyst to quickly access the call as below https://live.hornbill.com/{{instanceId}}/servicemanager/request/view/{{.H_pk_reference}} However although the template does have a link url associated with it when they receive the email it does not contain a link and is in just plain text. Is this a know issue? I believe this used to work when we used Google mail, we have recently moved to O365. any ideas? tthanks lee

@Steve Giller thanks steve, thats worked. I had tried that originally but couldnt get them to show up in the list even after adding them to my team, it was the change of manager that did the trick. thanks lee

Hi, I am trying to make a couple of accounts basic users again as they have left the organisation, however it says cannot demote user with tasks assigned. How do you find what those tasks are as I cannot find them? thanks lee

@Victor yes that would be useful, as I have loads of outstanding calls for people who can no longer get in. do i need to raise it or can you raise it from this thread?

@Victor that is what i had thought, but my example above seemed to disprove that. As i had changed the login id so they match and it didnt work. it was only when i created a new user account in hornbil with a user id that matched the username in Active directory did it then work * but only with the old and new account in hornbill active? also as it is using SAML authentication would that have any bearing on what it uses for authentication i.e. user id or log in id? as I cannot get it working by just changing the login id?

We seem to have issues when peoples Active directory accounts get changed - usually a name change of some sort. In the past i have had to archive the original user and import them again with the new name. However recently we have moved from google to O365. We have many users who's account (user id in AD) has changed format and I can no longer get them working or able to log into Hornbill. In one instance I have a user called Heidi.beerbalm (dont worry this is not a real person but a test name and account) so AD and Hornbill id matched and the can log into hornbill, the ad account was changed to Hbeerbalm and can no longer access hornbill. I created a new hornbill user called Hbeerbalm and archived the original(heidi.beerbalm). it still wouldnt log in? so i re enabled the heidi.beerbalm in hornbill and it then let that account log in. It therefore appears it is using both accounts in hornbill as it logs in with user ID hbeerbalm, but once logged in the details of the account in Hornbill are those of the Heidi.beerbalm account? So no idea how this is working like that? Another instance is the account in AD matches that in Hornbill but cannot get it to log in - get error the user account is not assigned to the role for the application. But they have the same assigned roles as everyone else? any advice? I was hoping it may be easier to try and amend the original user ID field if possible? thanks lee

@Victor ok thanks. Im trying to find out how the routing works from a hornbill side as well. Are you able to answer the following. when you test the outbound routing it says you will receive an email from do-not-reply@live.hornbill.com. Will all emails once the outbound is configured be sent from this email address? Because currently when you receive an email the from email address is our actual email address configured as the login ID within the outbound rule.

Hi, Has anyone ever managed to get this working with Office 365? If so do you know how or what you had to configure? Ours is currently working fine with Google, but when trying a O365 account we cannot get it to work and get the message as below. see forum post thanks lee

can add to this also. Any further update on whether this will work in Chrome without having to hold ctrl?