Jeremy

So when in changes etc, in the details section is there a way to make the text bold, italics, underlined etc?

But as you don't know who actually completed the authorisation, you have no idea if the original email was forwarded or not, that is our issue. We would have to assume that the original person was the authorisor, as we cannot say 100% who the authorisor was. This potentially leaves us open to questions if auditing requests.

When you use the External Authorisation node, when these are authorised/rejected there is no link or confirmation of who did this authorisation. We have found that the authorisation email can be sent to anyone and forwarded etc, so we don't know who really said Yes/No would it be possible to grab the email address that clicked the link to add to the request as an outcome of the node (as part of the URL link)?

@Steve Giller this screenshot is taken from the Resolution email that is send to the customer when a FAQ 'Solution' is accepted. We don't use the customer portal for 99% external users, as it doesn't make sense for us to. Is there a way to remove this text as it is automatically added by the system?

When we mark an asset with a 'State' of Archived and/or an 'Operational State' of Retired then we would assume that these would not be able to be selected when adding assets to a change. Is there a setting that we can turn on to not show Archived or Retired Assets? As we don't think that you should be able to select them but we still need them in the system for reference and looking up requests etc.

We have finally got this working and we want to add custom fields but is there a way to add for example {{.H_custom_t|empty}} but to display a specific text e.g. None in place of 'empty'

I will try again

It was written by one of my colleagues, I have attached the file for reference SM.txt

We are trying to create an email using HTML in the source function, but when we copy and paste in some HTML and save it, the resulting email gets sent as 'Null'. When you then go back into the template it is blank. Is Hornbill capable of sending HTML emails?

are there any thoughts from @Harry Hornbill about this?

When we accept FAQs as solution it seems to add this text to the top of the information: However we send these to people outside of our organisation so the link is useless as they can't login to see it, is there a way to remove the text or change it?

Please can I wade in on this...I have a node that tries to assign to a team based on a simple list however this does not work. I have tried the Organisation ID but this does not work, how do you get the ID of the team to allow this type of assignment?

We are interested in using this node for a specific type of authorisation, but we wondered if we can change the Hornbill logo with in the email? As we have guidelines about internal and external communications, that would mean that at the least we would like to change this logo (circled in Red) if possible. Is there somewhere in the admin panel where we can update this to point to our logo?

We have had another instance of this happening today.

We have the same issue here

Has Hornbill seen or got any thoughts about what we are seeing?

@danb if the prices are static then you could just set up an email template with these details? You could even get a months date from when the request was logged to say that this price is only valid until xxxx date. If prices change frequently, then another option may be to create an FAQ article and direct people to this to get prices for various pieces of equipment? There would be no way of adding an attachment/document to the email, however I suppose that you could look into whether 'Document Manager' might work for you and so you could give roles to basic users to see documents in the portal and then give them the link to the document.

@Martyn Houghton we can replicate this for the specific customers that have the issue, but as it's not every customer it sometimes takes a while till we get another instance.

We have been noticing that when raising requests, after the customer section...when you get to the Services list it doesn't allow you to scroll down on any page. This means that you can't always choose to the service that you need, so we need to change the customer to allow you to scroll, then change it back. I'm not sure that I have explained this very well and I'm not sure it can be replicated, currently we have at least 3 customers that we are having issues with when raising requests.

When we try to save emails as PDFs it cuts off at one page and we can't save the whole message, please can this be looked into? We have tried in Chrome and Firefox but in both they stop after one page.

+1

We have noticed that the FAQ lists can be ordered in various ways and this will help a lot, can we request that there is an option to order alphabetically? Also is there a way to change the default setting globally rather than per service?

@Steve Giller my apologies, yes I was looking at a forwarded email with out realising (I blame the lack of sleep ), I have tested with emails direct from the system and they are formatted correctly. This thread can be closed.

@Steve Giller @SamS this is a snippet of the code: <li><span style="font-size:14px;"><span style="font-family:Calibri,Verdana,Geneva,sans-serif;">Gain you loyalty points/vouchers&nbsp;in University Coffee Shops! (when you <a href="https://port.ac.uk/loyalty">sign up</a> for campus food outlets loyalty)</span></span></li> </ul> I can't see anything that looks glaringly wrong, what do you guys think? We use Google for our email system so not sure if Google would change things. Unless you think that this is related to an issue with our mail servers?

So we have some URLs in email templates: But when you see the actual email there are adding an extra character > to the link rendering it useless and giving 404 errors. Please can we have some help to work out what is happening?