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Malcolm

Hornbill Users
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Everything posted by Malcolm

  1. @Steve Giller if you reply to an email via the timeline View Email option your reply doesn't get added to the timeline. Is there a way for it to be included automatically?
  2. Is it possible to be able to reply to an email from within a request? Currently when you send an email from within a request its as if you are sending a new email.
  3. Once the ticket is logged is it possible to only display only the Questions that were answered, and not include those not answered?
  4. hi @Steve Giller The custom fields requirement is for default information that I am adding to the Organisation page. The field length is more required for progressive captures that I am setting up for hardware purchases. e.g. Enter number of keyboards you require? The field for this answer would look tidier if it was scalable.
  5. Is it possible to add more custom fields myself? It looks like I may have run out. Also is it possible to amend field length. e.g. I have a field that will only be used for a 5 digit number, so doesnt need to be as long as it is currently (Single line text field)
  6. Is it possible to stop Global Sub-status from applying to certain Services?
  7. Is this possible? We currently have SSO via ADFS but is becoming more and more difficult to manage.
  8. Is it possible to configure default fields that will apply to all new and current Organisations?
  9. Hi @Victor That makes sense, thanks. I'll give it a go.
  10. We have a mailbox that receives emails from senders that do not exist in Hornbill's Contact list. So when the routing rule creates a ticket from those emails, the sender doesn't receive our standard confirmation (ticket logged) email. Is there any way around this, so that the sender's receive a ticket reference. The number of emails this mailbox receives, and the nature of the emails means the sender's information would be impossible to capture in advance and have the contact list populated as we would normally do for other customers.
  11. doesn't appear to be fixed yet. Still blank Catalog items in Customer Portal
  12. Customer Portal - cant raise requests
  13. Hi Steve, it looks to be a permission issue in Catalog items for Service Subscribers. Hopefully we should be ok. Thanks for getting back to me.
  14. Please see attached screenshot. For some reason we are unable to get to the next step (Next Button not visible). Can't figure out if its to do with the customer or the service.
  15. Tired incognito, clearing cache, etc. Issue persists.
  16. Hi @James Ainsworth I have the role mentioned, and I also have Super User. Neither the plus button nor the Remove All button is visible.
  17. I found this in the Roadmap, and it sounds like it might help with what I am trying to achieve: Is there any update on when this might be implemented?
  18. I no longer have this option in the Timesheet Administration section. Has this functionality been moved to somewhere else?
  19. Is it possible for Hornbill to interrogate an external mailbox(not the hornbill mailbox) and log tickets based on specified criteria? e.g.Every 5 minutes check mailbox "support@randomcustomer.com". If email has "Alert" in subject log based on routing rule
  20. thats the issue, there is nothing in an email from a user that will tell the system the Request Type. And there is no way to change this after logging.
  21. Can they be considered? The thing is if the timer cannot take in to account the delivery time of an email, and we cannot use routing rules for emails coming from users, then as far as our customers are concerned the SLAs are irrelevant. Its affecting business relationships so would be great if this is something that could be looked at. Happy to discuss further with whoever can be available.
  22. That could be useful. Where can I find for more information on this please? Is this something that might be addressed in the future? Or the ability to change the reference number from an Incident to an SR after its been logged?
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