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About RobW

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  1. Afternoon, have searched the wiki and our internal documentation (and the person who originally set up Hornbill here departed some time ago so my Hornbill admin is trial and error - most days it feels like more error) however am now a bit stumped and would rather avoid making a mess of Hornbill so posting here....... We have a batch file which runs as a scheduled task in turn runs a number of separate individual JSON files/scripts(?) which synchronise Hornbill with our AD - looks like there's a separate JSON file for each OU that gets synchronised with Hornbill. Have found https://wiki.ho
  2. Second post of the afternoon - it's almost like Friday afternoon is a good time for this sort of thing. I've been working with our contact centre on moving them over to Hornbill as well and have a query about how to accomplish something with a progressive capture - I've been asked if it's possible to set up a question as per the table below where in one field the user confirms if the ticket type is required and then the cost. Based on my limited experience with Hornbill so far I don't believe there is this sort of functionality to ask all this in one go and that instead you'd need to
  3. Hiya, we're planning on archiving an account of the individual who drove the implementation of Hornbill here - we had a trial run and found some documents and a workspace assigned to them which we've (ok, I've) sorted. I've had a query from our change manager (as this is going through as a change) requesting I look into changing board ownership as there a couple of boards which he's the owner of (am assuming so as their profile pic appears in the bottom right hand corner of the board icon in Boards) however am a bit stumped as to how to amend this and also if there's any potential impact
  4. Saw the screenshot had been deleted - sorry. I appreciate there should be an error in the logs - didn't want to copy the whole thing for obvious reasons but I'm also trying to deal with some staff issues here while doing a compulsory training session. I really wish pubs were open.
  5. @Victor - we have now have almost 60 messages sitting in the Outbox. Oldest appears to date back to 2/2. Have tried forcibly resending however attempt fails. I'm stumped - can raise with our infrastructure however don't recall any major 365 changes (none that we're aware of anyway). EDITED BY ADMIN: Image removed - personal data (email address)
  6. Are there still any issues with sending e-mails as I've just had reports that there's 50+ in our outbox here - all pending and appear to have had a number of attempts to resend. Seems intermittent as can send direct to myself from our servicedesk inbox in Hornbill if that makes sense. Not going to lie, could have done without that this morning :-(
  7. Hi @Victor and @Steve Giller - still no success with this one. Our Infrastructure Manager has tested POP3 access with this mailbox using MS Diagnostic Tools which showed a pass but then checked and updated the connection in Hornbill only to have it fail using the same credentials. Our Infrastructure Manager then tried recreating the inbound mail connection in Hornbill and was able to successfully test however once the connection was saved it went back to constantly failing. I'm absolutely stumped now.
  8. Thanks Steve - this is a very strange one. I've reviewed the article (this mailbox was set up a couple of years ago and the last change on the account prior to these issues was about 12 months ago when we updated the password and successfully tested. The error does seem to indicate that the password is being rejected by the mail server however the interesting bit is that I'm able to log into Office 365 directly using the same credentials. I've changed the password to another suitably complex one and successfully tested using Office 365 so tried updating Hornbill and get the same resu
  9. Hi, I have a shared mailbox (used by our Estates) department which last updated in Hornbill around 8 days ago. It was set up by my predecessor to connect via pop3 to outlook.office365.com - checked and all settings in Hornbill are identical to the servicedesk inbox which is still working. I've been able to log in directly to the estates mailbox via Office 365 using the password we have recorded in our password vault however when trying to test the connection in Hornbill I constantly get the below. I'm stumped so would appreciate any advice on where to look next.......thanks!
  10. Hi @Mary - thanks for that! I think I spent so long searching for that setting that I couldn't see the forest for the trees (facepalm).
  11. Hi, we've just stumbled across https://community.hornbill.com/topic/13871-request-message-email-template-selection/ thread and would like to implement the ability for analysts to select templates rather than being limited the just the one. Can anyone please assist with locating app.email.request.operation.templateSelectable as have been through various settings but just can't find it. Thanks!
  12. Hiya, I was hoping for a bit of advice on reporting on updates on requests from my 1st and 2nd line team...... At a high level I've found a couple of my team are resolving far fewer requests now they're working remotely however they've mentioned that with the majority of the organisation working remotely that they're encountering delays contacting users so I'd like to be able to see just how often they're updating requests each day and if possible (and better still the type of update e.g. comment / phone call etc) however unfortunately I lack the skills and intellect to work this out for
  13. I've had complaints from my team about this too (all Chrome users - none of them like Edge) - have a couple starting later so will ask them to note the URL and cookies etc......
  14. Can I confirm when the next service manager release is scheduled for in that case?
  15. Hiya @Hornbill Support Team- is there any update on customer names not populating when raising a request from e-mail? I'm covering my first line team for a bit and it's frustrating to say the least.
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