[Failed to send message error when sending email from requests]

Hi

For the past few days now we are receiving an error when sending emails detailed in the picture attached. The email we think are being sent to the recipient however the email is not updating onto the timeline of the log. This is now happening on a daily/hourly basis and I have no idea how to resolve this issue. Can this please be looked into?

Thanks

[Email attachments received as 'winmail.dat' attachments]

Hi,

I just wanted to raise the below issue.

 

I’ve come up against a problem with the Hornbill system and attachments. When Managers are emailing us in with attachments they are being listed as winmail attachments that can’t be opened when you click on the attachment it looks like system tries to find a program online to open it with. This would indicate that the system is not recognising the file type that’s being sent in.

 

I can’t really understand why this would be as we’re only talking about Microsoft Office attachments like Excel and word. For some reason when our Outlook addresses are copied in on the same email we can open the attachments with no bother so it really only seems to be Hornbill the issue is with.

 

The below email is one that was sent to the Hornbill address and that I was copied in on. As you can see from the screenshot from my desktop the attachment has come through with no trouble, but if you see the screenshot below it from Hornbill it shows the email coming into the Hornbill mail box but with the attachment as a winmail attachment. This is making it very difficult to work through certain emails and is taking more time that should be needed as we need to ask the people sending to send again essentially doubling up on the emails being sent and received.

 

[Boards]

Hi,

Can you please confirm if there is a way to view more information on the boards such as which site the log relates too, the picture detailed below only shows the log reference number and the summary can this be amended?

[Widget Within the customer Portal]

Feature Request - I am looking to see if we can have widgets, graphs etc added into the customer portal?

[Portal]

@Martyn Houghton

Thanks for this.

Can you please advise if there is any possibility that you can add widgets onto the customer portal?

[Portal]

@Martyn Houghton 

Hi Martyn,

Please see answers to all of the below...

• On the Service itself is 'Portal Visibility' switched on? - Yes
• Are the catalog items within the Service all set to published and set to Portal or Both? - All set to Published & Both
• Are there any Subscribers to the service or is it available to all users? I have not added any Subscribers, left this available to all users for now.
• On the Request Type is the slider to enable the request type set on? I am unsure where this is located to confirm yes or no on this one?

[Portal]

Hi

I am currently trying to set up the customer portal for our customers to log in and log their own tickets through our Helpdesk however when I log in as the customer it gives no options at all to select any of the category's, these have all been selected to be visible to view in the portal, please see picture below, this is all you can view...

Can you please advise if there is a setting which I need to enable?

 

[Email - Templates]

Thanks @Conor

[Email - Templates]

Hi @Victor

We have addresses within our system which we would like to add into our email templates, we can add the fist name, store number however I cant find the right variable to add in the address.

 

[No Email Templates]

Hi,

I was testing things within our system however changed everything back to what they were however, our system no longer gives me the option to send an email template out from a log which it did previously, it is now showing as -  

How do I revert this back?

[Email - Templates]

I am looking to add in the store address onto an email template however I cant seem to find the correct variable.

 

Can anyone assist?

[Email Inbox]

Hi

We are finding that when more that one operator is in the mail box and clicks on an email to mark it read it kicks the others out of the email which they are currently in reading, is there any way to stop this?

Thanks

[Amending Categorys]

Is there any way to amend a site or category of a log once its been logged?

[Additional export columns from request list view]

Hi @Steven Boardman

 

Do you know if this is something we can mark as a priority or if there is any workaround? 

[Additional export columns from request list view]

Hi

Is there any way we can have an additional column added to the below so that we can have a field to pull what managers we have allocated to specific sites?

 

[Option to email request updates]

Can an option be added to the box when we are updating a log that we could either just update the log or email that update to the customer? For example, we update jobs with emails and updates which we would like to ability to forward these within an email.

[Email Preview when sending email from requests]

Feature Request - Email Preview - During the 30 day trial, we came across an issue when we log a ticket, as part of our communication with our clients we need to sent an email to various different people, not just the one person like the system allows. Can we please request that there is a email preview put in place, when the ticket is logged before an email is sent it brings up a preview which will allow the operator to add various email address in?