Harry

Thank you, that worked

Hello, I can't even login as Admin, so how am I supposed to check if the role is there or not? Kind regards Harry

Victor that was very rude that you closed my topic without giving us a chance to comeback to you whether the solution worked or not. The solution you given to me did not work because I tried login in as Admin on our admin.hornbill.com portal and came up with unexpected error.

Hello, None of my team can login and not even admin this time to both "live" and "admin" site. This has been happening very frequent. Kind regards Harry

I added super user role, seemed to have worked, or possibly you fixed it?

Hello, we are having this issue too with one member of our team, he doesn't have "super user role" .

So how comes I received successfully getting emails from noreply@c*****.com? Thanks for the clarification.

Hi Victor, Sorry for the confusion, the noreply@c*****.com is working now for analyst thank you. I am not using live.hornbill.com. But I enabled it anyway. Is the customer supposed to get anything if the analyst updates via portal or do they have to use the envelope? Kind regards Harry

Sorry if I wasn't being clear, is it still doable or it has to be the email envelope?

Hi Victor, Customer still not getting notification from anywhere. the live.hornbill.com is not our main mailbox so I dont think that mattered. Our mailbox is c**********.com Kind regards Harry

Thanks Victor, Does that to the problem relate? even though I am not using that mail box? I have changed that now anyway and see what happens.

Hi Victor, Yes thats correct. I tested the SPF which works fine. I'm using our own domain mailbox instead and I can send and receive emails via Hornbill. Other notifications like the IT analyst can receive email notification when customer updates via portal. But not the other way round. Kind regards Harry

Hi Victor, I put "both" for the two and doesn't do anything. Kind regards Harry

Hi Victor, The customer updated via the customer portal and I don't think she gets a notification on neither the web or email when I give an update via the live portal. my ticket is SR00000152 Kind regards Harry

Hi Victor, When a customer sends an update on a ticket, I don't get any notification in the top right corner or email notifications. Is this how its designed? Kind regards Harry

Hi Victor, yes it is SR00000098 Kind regards Harry

*@my full name

thanks Victor, I have tried "@Harry" from a member of the team and I didn't get a notification in hornbill or email.

Hi Victor, oh ok thats interesting, I shall remove that role then. So now I'm trying to get email updates whenever a team member or customer post an update on a ticket but with no luck. Sorry I am very stuck. Kind regards Harry

Hi Steven, Please if you dont mind sending me the relevant info, that would be great. Kind regards Harry

Hello, Do I need a user licence for customer managers to approve a request such as a new mobile phone?

Hi Victor, Thanks for looking into this further. I have noticed my other members have received a notification but not myself. So I did some troubleshooting and was looking at the difference in our roles. I found "Hornbill Service Manager System Role" was not in mine, as soon as I have added that in. I tried, for instance, assigning a member to myself and immediately that worked. Is this the right way or was it coincidental? What other uses are there for this role?

Hi Victor, Yep I have, it is using our company domain and mailbox. I checked the emails are working in hornbill by composing new emails. I can't figure out what else it might be. We do use mimecast as a spam filter and it received emails from hornbill ok. I couldn't see any emails being blocked.

Hi Armando, Thanks for your reply. The notification was working a week ago and I haven't made any changes. Normally I would get a email to itsupport email to let use know that a ticket has been raised so we can go to hornbill an assign a analyst.

Hello All, I hope you guys can help, I'm trying to get notifications to work using the settings within service manager. I selected both for all the notifications and haven't had anything coming through when raising a new ticket, assigning to a team etc. I also made sure the mailbox is selected to our shared mailbox. I know the emails are working when I use the email web client within hornbill. Emails sent from one of my bpm works fine. I am not sure what else I'm missing.