Giuseppe Iannacone
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Posts
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Enhancement Requests
Posts posted by Giuseppe Iannacone
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the password is not expired and I'm able to connect to the mailbox from the Outlook365 portal.
any suggestion?
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thank you for the quick reply
i will check on our side
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We made no changes to our configuration but today hornbill is unable to download email from our 365 mailbox
could you please advise what to check?
we are able to send email from hornbil
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1 hour ago, James Ainsworth said:
You can also use the Linked Requests option to create a new linked request under the appropriate service. This will copy over some of the original data and maintain a link to the original request if this needs to be referenced again.
James
i was think to this approach too, but the user will at this point receive a new notification for a new request and moreover
if request 1 is raised against service A, then i raise request 2 linked to 1 and raised against service B, how can i make it happens that once the request 2 is resolved/closed the request 1 is resolved/closed at the same time?
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1 hour ago, Victor said:
It can't. You need to close the request raised against A and raise a new one against B.
Maybe the initial diagnosis can be done differently to ensure the request is raised against correct service?
I supposed this would be your reply, but hey we are humans... there's no backfall plan for this situation? for example the service desk manager might be able?(it's clear to me it's not possible at the moment, but maybe in the future ?
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is there a way to see all the task assigned to all the teams for the Service Desk Manager? and if there's a way can it be viewed through the calendar view?
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is there a way to manage a request opened against a wrong service? let's say i have the service A and a service B. the request was initially assumed to be of competence of the service A. after the diagnosis you discover that the request was for service B. both service have different team support.
how can the request be moved from A to B?
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thanks for the clarification, and very quick reply.
I reallly appreciate it
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Thank you for the reply but i believe this is the answer to only one of the 2 errors.
this reply to this error
but we have received also this
are both issue related to the UTF-8 encoding?
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We have a mailbox configured for receiving customer request. Currently we have received 3 error messages. reporting Hornbill ESP Message Processing Error
here is the content of the error message and attached you can find the files for the debugging:
QuoteWe have detected an error during the message decoding process for the attached inbound mail message. This could be due to the MIME decoding problem in Hornbill's software, a corrupt message from the message originator or a general communications problem. You will find the original raw RFC822 formatted message as well as other useful files attached to this message in order to help you identify the message originator and aid in debugging the problem.
Please ask the originator of the message to send it to you again. If the problem persists and you are happy that this message or its attachments do not contain confidential personal or commercial information, please contact Hornbill support or your Hornbill partner if you have a valid support contract or post the problem on Hornbill's community support forum (https://forums.hornbill.com/) in order that we can investigate this problem further.
Thank You.
Hornbill Development Team
Message tracking ID: imap4-Service Desk-4609c4a686029cd6
The error encountered was:
Illegal byte sequenceQuoteWe have detected an error during the message decoding process for the attached inbound mail message. This could be due to the MIME decoding problem in Hornbill's software, a corrupt message from the message originator or a general communications problem. You will find the original raw RFC822 formatted message as well as other useful files attached to this message in order to help you identify the message originator and aid in debugging the problem.
Please ask the originator of the message to send it to you again. If the problem persists and you are happy that this message or its attachments do not contain confidential personal or commercial information, please contact Hornbill support or your Hornbill partner if you have a valid support contract or post the problem on Hornbill's community support forum (https://forums.hornbill.com/) in order that we can investigate this problem further.
Thank You.
Hornbill Development Team
Message tracking ID: imap4-Service Desk-c31383addaee7339
The error encountered was:
Failed to add message to the inbound queue. Operation[mail::addMessageToQueue] The XMLXC request message contains invalid characters for the UTF-8 encoding scheme -
Thank you, this clarifies better the SLA Topic.
It's still not answered from my point of view the question 2 and 3
On 10/25/2017 at 11:35 PM, Giuseppe Iannacone said:2. when the Service Manager uses the "ServiceDeskDefaultCalendar" and the "FeedbackCalendar"
3. assuming that we well create additional working time calendar for each time zone we have in our enviroment (see the picture above), how this will be used by the Service Manager from a general point of view and how the 2 stages closure will use those calendars and in which relationship with the Teams' Site or /Customers' Site (if any relationship exist)
Thank you!
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Hi Everybody,
We have a global Service Desk Team, working in different time zones. At the current stage we have not yet deployed any service with an SLA, but soon we will. I understood that the SLA might be linked to a specific Working Time Calendars as described in another post (https://forums.hornbill.com/topic/9868-work-time-calendars/?tab=comments#comment-46216). We are also using the 2 stage closure which i understood is in some way using a Calendar; let me also say that potentially our teams and customers will work under this calendar:
so my questions are:
1. in which way the Service Manager uses the Working Time Calendars and which relationships we have between Teams' Site/Customer's Site
2. when the Service Manager uses the "ServiceDeskDefaultCalendar" and the "FeedbackCalendar"
3. assuming that we well create additional working time calendar for each time zone we have in our enviroment (see the picture above), how this will be used by the Service Manager from a general point of view and how the 2 stages closure will use those calendars and in which relationship with the Teams' Site or /Customers' Site (if any relationship exist)
Thank you!
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ok, while i was thinking at my post, I also found the answer by my self... i was looking at the wrong role.
it is enough to create a duplicate role for "incident management user" and than I was able to remove the "close incidents" right as i was able to do with the Service Requests.
I hope this helps other folks on the forum.
Thank you.
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@Victor Thank you for the reply. I can't use the lock action because we are using the 2 stage closure process, and I want people be able to resolve request and if necessary reopen manually incident and service request for example on a customer notification replies.
Why there isn't a specific role like "Close Service Request" for service requests? Is there a way to create a set of rights similar to "Close Service Requests" for Incidents (Close Incidents for example)?
here fore example a custom role without the right "Close Service Requests"
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Is there anybody in there?!?
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Hi everybody,
we are using the 2 stages closure for all our requests (Incidents and Service Request), is there a way to avoid that a technician can manually close a request? I mean how can i remove the "Close" button once the incident has been resolved and waiting for the expire period or user's reply?
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Tasks visibility for Service Desk Manager
in Service Manager
Posted
Thank you @James Ainsworth you are referring to the user profile management
or the team's manager?