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HHH

Hornbill Users
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Posts posted by HHH

  1. I'm struggling trying to build a workflow that checks if the local time for the customer is within the working day calendar opening hours for the assigned team and if within just leave as is and if outside, reassign to our global team.
    I can get the local time of the customer but I cannot find which nodes are used to find the working time calendar opening hours. If I can only find opening hours, I'll manage

  2. I found a bug. If I try to filter organizations on a custom field which is a list, it previously opened a drop down where you could pick the value. The new UI looks like it uses some kind of lookup but fails to find anything of you enter the label instead of the value of the list post. Since the label is the only part that our analysts can see the lookup fails

  3. Hi!
    When I try to search for something in the top search form in Hornbill, and get 10+ pages, even after limiting it to just one service.. then I really don't want to look through all the pages for a match.
    Please add some kind of sorting to this. Date (where applicable) and alphabetical would be enough, then I can roughly estimate which page to go to and limit my time a lot.

    • Like 1
  4. Hi everyone
    I'm trying to update the ticket descrption with a collection of data from multiple forms and fields in an intelligent capture.
    How can I add line breaks between the field data?

    I want something along the lines of:
    Customer: &[functions.pcf("frmAllProjects","field_2")] <br/>Environment: &[functions.pcf("frmAllProjects","field_3")]

    so it displays
    Customer:Customername
    Environment:Server environment

    But I get
    Customer:Customername<br>Environment:Server environment

    What shall I use instead of <br/> to insert a line break in the correct place?

  5. We have a loop so customers can re-open tickets. But we leave out the ticket number from the subject of our resolution mails since many customer raise a new ticket by responding to an old email and we don't want those to go into the old ticket but we want a new one, so we have a manual step there. But if customer goes to portal, they can reopen and it works as expected

    • Like 1
  6. 4 hours ago, Alisha said:

    We would like an email to reopen a Resolved request. However, we don't want any customer out of office emails to reopen the Resolved request.

    @AlishaWe added a routing rule that deleted emails containing all kinds of out of office autoreply messages in various languages. So far it has worked.

    subject LIKE '%autoreply%' OR subject LIKE '%autosvar%' OR subject LIKE '%automaattinen vastaus%' OR subject LIKE '%automatisch antwoord%' OR subject LIKE '%Automatic reply%' OR subject LIKE '%Automatisk svar%' OR subject LIKE '%Out of office%' OR subject like '%Automatische Antwort%' OR subject LIKE '%Automatic reply%' OR subject LIKE
     '%Réponse automatique%' OR body like '%e-mail est généré automatiquement%' OR body like '%e-mail is generated automatically%'

    • Like 1
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