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Jack_Podmore

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Jack_Podmore last won the day on July 18 2020

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  1. @Jim @HHH @Steven Boardman Guys, really appreciate your quick responses and ideas - really appreciated!
  2. Hi all, Is there a way to flag a co-worker as a VIP so when tickets are raised this is clearly shown within the ticket for all those interacting to see? We saw the "notices" option but this looked to be more for the ticket itself rather than the co-worker. Thanks!
  3. Hi all, Has anyone been able to setup SSO within Azure for an external partner? Our ERP supplier also uses 365 and we'd like to set them up so they can use their own credentials to raise requests via our Hornbill instance. We've setup SSO for our own internal staff without issue. There doesn't appear to be anything on the wiki/forums about this though. i.e. do we setup an additional SSO profile linked to our tenant and use "new guest users" Any advice welcome! Many thanks, Jack
  4. Hi all, Is anyone else having issues adding time directly from tickets within Hornbill? Adding time: Hitting the tick: Updating the ticket does not add the additional time. This is happening for all users across all actions (update, email, phone, etc.). Jack
  5. Hi all, We have a data import configuration setup for LDAP, we have noticed new users aren't being automatically created and we have been getting an error in our logs for a short while. Does anyone know of a way to stop any running jobs so we can then restart? The job within "Task Scheduler" on our server is set to complete so nothing is running. Background Jobs within Hornbill is showing nothing. The error in the logs is: [ERROR] Unable to run import, a provious import is still running Thanks, Jack
  6. Hi guys, Our environment has lost all views within Service Manager. Is anyone else having this issue? This is across all users/browsers. Thanks
  7. Hi all, Within our instance we have subfolders in our shared mailbox with routing rules for emails to be pushed to certain folders. The mailbox message indicator doesn't increase unless emails hit the "Inbox" folder meaning we will either have to push everything to the main folder or be constantly checking. Is there a setting at all or anything that can be done to assist with this? Many thanks
  8. Thanks @Alberto M & @Steve Giller we've made the change to our routing rule and it appears to be behaving like we want it. Appreciate the quick responses!
  9. Hi all, We have come across an odd issue which only seems to have started occurring in the last few weeks. We have a routing rule in place that raises an incident/kicks off our BPM workflow when someone on our internal domain emails our helpdesk email address. The issue we have is that if a user includes another email in the "To" field then the routing rule doesn't appear to kick in. Has anyone had this/have any advice? Thanks, Jack
  10. Hi @Steven Boardman Your example has helped massively. We had missed the result reference for our "Get Customer Details" node which meant it wasn't available to be selected in our expression when looking for the customers site. Thanks again, Jack
  11. @Steven Boardmanthanks for your advice on this. For some reason we are still struggling to implement this, slightly different we want to check the customers site but I believe its the same concept. We have a "Get Customer Info" node followed by an automation as per your step two above. We have tried with/without adding the customerID as the User ID as per below: We are then checking on the site within a spoke from a decision but for some reason this still isn't working: Do you have any more advice at all please? What we are trying to do is stop automated emails going to users "Managers" if they are part of a particular site. Thanks, Jack
  12. @AlexTumber Thank you for the speedy reply and resolution! Jack
  13. Hi guys, We have a new user who is unable to add timesheet entries on any tickets within Service Manager, they are getting the error "the specified timesheet does not exist". They are assigned the "TimesheetManager User" role and are setup as per all other users who are able to use this functionality. Has anyone come across this at all? Thanks, Jack
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