Josh Bridgens

@SamS Most of our Services are available to everyone, but it doesnt seem to discriminate, none show for anyone, regardless of subscriber state. Josh

Hi @Samrai , This is the "It support" Service setup, however this is happening for All our services, they have been live for months now, they just stopped appearing yesterday? Thanks for your help.

See below config for portfolio Catalog item:

We appear to be missing all of the catalog items within the "My Services2 page our users use, however they are set up to show in both Portals and Service desk within the portfolio.

Morning All, I have updated the rule, with the following: It still doesnt seem to want to update the tickets from those emails... any more ideas? Josh

Hi All, running into a new issue with 3rd party emails not updating our tickets... this is the current Rule we have for updates: These are the emails in particular (they do include a 3rd party ref number but the REGEX should hopefully ignore that: (names redacted) Any help would be appreciated.

Looking for a way to stop Email updates from users from being applied to tickets? hoping they can just be put in the inbox for the pertaining mailbox? Or for a way that the updates would revert the tickets back to an "open" status instead of resolved.... Any ideas welcome! Josh

We are also getting the same!

I am required to see any updates on a request raised by a user, however it has come to light that a member of the team has set a number of updates, including the resolve as "Owner" Is there any way for me to see this? Josh

I am currently looking for somethign similar however there appears to be no way to filter this down without a major degree of innacuracy. any help would be great!

Whenever you're ready

Ive tried to find it over the past few days and searched for anyone with Reynolds, Sam, anything in their setup and cant locate it. Happy for you to have a dig around if you want?

Victor, ran the report from the test user "Sam Reynolds" with Sreynolds in the fields... Im even more confused now.

Thanks Victor, any help is appreciated!

Nobody apparently!

"seems" was a figure of speech, you are definitely 100% correct. haha Trying to change a user to "SReynolds" but get the error message... in images... Howeveres theres no accounts with that anywhere in it..

Victor, seems you are correct, these appear to be users with a different SAMAccountname... but I cant update it to match? it says the specified user already exists (i cant find them though)

Around 3 months ago, I switched us from an LDAP import to an Azure import to incorporate 2 large areas of our company, did testing on quite a few accounts that all seemed to work fine, now I find that there are a number of accounts with the correct email address etc in Hornbill however theyu receive the following when attempting to sign in with SSO. Our SSO profile is linked to our Azure AD so I cant see that being the problem, any ideas? Josh

@Victor Looks like there was a spelling mistake on the user account for the intended "fromaddress" I was trying to receive. the fialure to log for me is I have 3 different email addresses it was sending from. Sorry to have bothered you! Josh

Hi Victor, I have tested with both. I have even tried stripping it down to just having subject = 'New Starter' and sending from myself, this also fails to hit the routing rule .

Hi All, Sorry about this, Im running into an issue where the Routing templates I have setup for a specific Email address dont appear to be triggering when emails are coming into one of our shared mailboxes. Very unsure as to why this fails as I have toher templates that are exactly the same but different wording. Any help?

Hi James, for some reason I didn't get an update for your post, after a reboot later in the day it started working, so appears it could have been something cached! Apologies.

When going to: https://admin.hornbill.com/prospectsservices/app/com.hornbill.servicemanager/email/ I get the below.. Any help?

+1 to SSO failure

+1 to our instance