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Malcolm

Hornbill Users
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Everything posted by Malcolm

  1. The issue with doing Specified Recipients is that the list would vary depending on the team that the ticket is assigned to. IYou mentioned the BPM workflow triggering the action. I'm going to have a look there.
  2. @James Ainsworth so looking in to it some more none of the notifications/email setup in that SLA section seem to work at all even though it is set up. We must be receiving email notifications through another function.
  3. @James Ainsworth Hi James, Sorry just getting back on to this. The issue is they are not on the "mailing list" which is why they dont receive the emails. Its strange as they have the exact same roles as others in the team that are receiving as well as being in the same "organisations/teams" in hornbill. Which makes me think I'm missing something, but I dont know what. And its becoming quite urgent.
  4. Hi @James Ainsworth its the notifications received when updates on tickets are generated, SLA Breaches, etc.
  5. Not all members of particular teams within Organisations are receiving the email notifications configured within the helpdesk. All other team members are receiving the emails as normal. Any ideas?
  6. How do I grant permissions so that a customer has visibility of all tickets raised by all customers at a particular Organisation?
  7. I can get the following error when running the import: Loading Configuration: The specified primary entity [Imports] was not found
  8. @AlexTumber we're still experiencing the same issues as per the originial post. Can this be investigated further?
  9. @Mary thank you, emails are working now. Do you know what the issue was, and is there something we can do if it happens again?
  10. @Mary Still not working it seems, but the test connection is working (and has been) Mail Connector Test Good job, the connection works!
  11. We also had this error when using Hornbill, but it went away after a refresh, this occurred just before 11am
  12. Hi @Mary This started this afternoon No changes in Exchange (O365) Nothing has changed in terms of mail service configuration
  13. We're receiving emails to our Exchange but they have stopped coming through to Hornbill mailbox. Please advise.
  14. We use Hornbill for both internal and external customers. The management of internal users is easilsy managed as it syncs with Active Directory. The issue we have is with external customers. We have around 1000 users. Is there away to change their portal passwords in bulk? We are currently having to do this one at a time, and its just not feasible.
  15. Looking for some information on how this works and is applied. Nothing in the Wiki, so was hoping someone could point me in the right direction
  16. @Steven Boardman Thats perfect thanks. Will give it a go.
  17. Trying to figure out the correct syntax/vaiables to use to provide a url link to a specific request within an email notification. One of the sticking points is that we use HB both internally and externally so depending on the customer the URL would be different (service. VS customer.) Any assistance would be much appreciated.
  18. Trying to figure out the criteria for invoking a ticket to be automatically generated from an email. I've created my template within Admin and Service Manager. And I've created (attempted) the routing rule in Sysetm Admin. But what invokes it, is it the rule expression?
  19. Hi @Daniel Dekel definitely sounds feasible. Is there any documentation on how to implement?
  20. Is it possible to embed powerbi worksheets in to the Home pages?
  21. In our business process when tickets are logged, an email notification is sent to all members of the relevant team. We are getting bouncebacks on this, and was wondering if anyone could assist in pinpointing whats causing it. I have attached the contents of the bounceback message below From: Hornbill Postmaster Address (Removed) Date: 10:12:24 27 Apr 2020 To: DataQuestUK Email address (Removed) Subject: Undeliverable: Ticket assigned to your team - IN00009257:
  22. Is it possible to make the assigned ticket priority visible to customers?
  23. Wondering if anyone had any ideas on this one?
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