Adrian Simpkins

Hi We have an activity that has been set against one of our Service / Catalog items for both incidents and service reqeusts. When I have checked the BPM's associated to these catalog items, there is no node to set this activity / task so I presume it must be set somewhere to trigger against these catalog items. However, I am unsure where I can find details of this activity and who set it up. This activity appears to be triggering on every Incident and Service Request under this Service / Catalog (I have 6219 historical items of this activity against all SR's / Incidents raised since the instance begun in 2017). I have Activity Template Manager as a role, and have checked on My Activities, then under Manage Templates but I can not see anything here that relates to this activity. So I wanted to check is there somewhere else I would look to amend this activity at all ? Or will this only appear for whoever set it up under their own logon? Many thanks

Hi Martyn Thanks for the above, i will revisit our BPM's to look at the placement of the timer Many thanks

Hi Bob Perfect thank you for clarifing - as long as i know we have to allow for this when building our resolution 5 day auto closure just so my managers and staff are aware. Many thanks

Hi Any update on this please? Just need clarification over how the timers / SLA's function when a request is reopened as part of the 5 day auto closure process - Martyn confirmed he thought the timers restart when a call is reopened, however H has had previous confirmation that these items do not restart when a call is reopened. So ideally just need confirmation either way please Many thanks

Hi James It would be just to improve searches on the portal for Customers as although we may have an FAQ loaded, the Customer would not always search for the correct terminology so being able to add a Tag would allow us to cover different terms that a Customer may search for. Thanks

Hi, Currently we are on the Standard platform edition of Hornbill. I note that the Enterprise edition of Hornbill has the added benefit of Advanced Reporting & Delivery, which includes the ability to send emails automatically via email. I wanted to ask if the availability of this feature will be changing at all in the future as we would like to use this function to send out our reports. However, if it is not something that will be changing is there anyway we can purchase / utilise this function separately at all please? Apologies if this is in the wrong location on the forum ! Many thanks as always

Hi, I wanted to check and see if there is anyway we can add a Tag to an FAQ in the same manner we can apply Tags to Documents etc. I could not see any way to add a Tag when we setup an FAQ but wanted to clarify this please Many thanks as always

Bump for this please

Hi All Bump for this please

Hi Victor APologies in my delay in responding, was out of office for a couple of days. I have raised this as a Get Support request Many thanks

Hi All Can anyone else advice please about the above email configuration issue ? Many thanks

Hi Can anyone comment re the above comment from HHH please as they have received different advice from the initial clarification from Martyn Thanks

Hi, Can anyone clarify the above at all please? Thanks

Hi Deen Sorry to chase, just wanted to see if there was any update on the above please? thanks !

+1 for me too, need some method of removing unwanted snippets from Users who have left Thanks !

Hi Deen Thanks for ther response - the service has POP3 set against, and I have tested it on the System / Email / Outbound Mail Routing (I presume this is the Test Connection option you are referring to) and got the below response. Anything else I should double check at all please?

Hi I am hoping someone can advise further please around incoming email configuration - I apologise in advance as my knowledge around email configuration is limited ! Currently we have 2 instances of Hornbill - the first instance is called MEHT, and is live and in use and has one mailbox associated to it. The 2nd (new) instance is called MSB which we are still configuring and checking over before live implementaion. This new instance will cater to 3 different sites with 3 seperate mailboxes until at some point in the future we have just one AD / Email configured for all 3 sites. I am currently checking against my local mailbox. I have seen outgoing emails generate from the BPM's we have been testing, but if I try to send an incoming email into the Inbox, I am getting a rejected response as per the below text. When I check the configuration between the 2 from my limited knowledge the configuration looks the same. However, I have checked with our 3rd line team and it appears as yet we have not created our own mailbox to associate to this setup, so I wanted to check that this would be the reason why please? Also where would this new mailbox be configured within Hornbill, or will this be something purely on our side for our 3rd line team to setup? Would this also need to be configured on the other 2 mailboxes fully before we can check incoming emails or can we just fix this on one of the associated mailboxes to test an incoming email? Many thanks in advance as always! Delivery has failed to these recipients or groups: support.btuh@live.hornbill.com The e-mail address you entered couldn't be found. Please check the recipient's e-mail address and try to resend the message. If the problem continues, please contact your helpdesk. The following organization rejected your message: maillive.hornbill.com.

Hi I just wanted to clarify that the Quick Log Template feature is still something that you are planning to remove from the product as I note there is a post from 2017 confirming this will be removed. Only reason I ask is I know I will be asked by my Manager about this function and if it is viable for our analysts to use. Many thanks

Hi H Thanks for the above - Martyn are you able to comment further please as H has had a response previously advising the timer would not restart on a reopened call that has had the timer stopped prior to Resolving Thanks

Hi Martyn Perfect, thanks for clarifying - as long as I know the timer and SLA reset on a reopened call thats great as it means the reopened calls are covered with a timer. Many thanks again as always !

Hi I was hoping someone could clarify some details around the Resolve TImer please. Currently we have the resolve timer set to end once a resolution is found, and then we have the 2 stage closure process with a suspend node etc after this. I wanted to clarify if we can reinsert the resolve timer if a Customer reopens the call, or can the timer only be started / stopped once in a BPM? The reason I ask is we would like to setup a separate SLA for reopened requests and apply this just to any calls marked as reopened ? If we can do this would the timer start from fresh or would it resume to the point it had got to when it was stopped ? Many thanks

Thanks Victor, I will have a read through this FAQ Many thanks

Hi Steven Perfect, I will get this enabled and let our Users know this will be possible Many thanks, excellent service as always !

Hi I was hoping someone could just clarify something for me please - I know Service Manager will auto update a request if a Customer responds to the email leaving the subject text as it is, but I just wanted to confirm would it update the call from anyone other than the Customer as long as the subject text is left as is please? Only reason I ask is we will have some emails coming into requests which at the moment will be manually generated by our Users to a Customers Manager / Supervisor. This is because at this point in time, the data within our AD does not have the Manager field updated for all Customers. So although we can pull manager details if it has been loaded to Service Manager via our daily updates, but a large number of our Customers currently have no value in this field, so until we can address this internally these emails will be sent manually to someone other than the Customer the request is raised under. Many thanks

Hi Victor Sorry it was the wrong wording to use - I was not getting an error as such, it was just failing when a Customer was selecting 'Its still broken' on the 'All My Requests', review a request page. The same issue I was getting with the above flow, I got exactly the same response at the start of yesterday with the correct flow. I then amended it to the above flow on the screen shot where I moved the Get Request Information before the Suspend Node, but I was getting the same moving to Closure issue with the Get Request Information node both before and after the Suspend Node. It is working now as expected, it was just strange that when I ran the script at the start of the day with the Nodes all in the correct place, and as a Customer I tested 'Its Still Broken' this also moved to closure rather than recognising it has been reopened, and moving down the Reopen path on the decision node. Many thanks