[Email Thread Lost]

@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?

[Email Thread Lost]

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.

[Intelligent Capture - "Questions"]

Excellent, thank you.

[Intelligent Capture - "Questions"]

Once the ticket is logged is it possible to only display only the Questions that were answered, and not include those not answered?

[More custom fields please?]

Big +1

[Custom Fields]

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.

[Custom Fields]

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)

[Sub-Statuses]

Is it possible to stop Global Sub-status from applying to certain Services?

[SSO w/ O365]

Just now, Victor said:

@Malcolm do you mean SSO with Azure? I am not aware of O365 being an identity provider, but I'm not an MS expert...

 

Yes I meant Azure.

[SSO w/ O365]

Is this possible? We currently have SSO via ADFS but is becoming more and more difficult to manage.

[Organisation - Default fields]

Is it possible to configure default fields that will apply to all new and current Organisations?

[Routing Rule - But no existing Contact]

Hi @Victor

That makes sense, thanks. I'll give it a go.

[Routing Rule - But no existing Contact]

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.

 

[Lost all views]

3 minutes ago, David Hodgen said:

Hi

The patch has been successfully deployed and the issue should now be fixed. We will continue to monitor the situation.

Thanks

Dave

doesn't appear to be fixed yet. Still blank Catalog items in Customer Portal

[Lost all views]

Customer Portal - cant raise requests

[Intelligent Capture - Broken]

18 hours ago, Steve Giller said:

Are you able to post your Capture (Hiding any personal info, of course) so we can see if there are any obvious indicators?

 

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.

[Intelligent Capture - Broken]

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.

[Timesheet - Add/Remove Categories]

Tired incognito, clearing cache, etc. Issue persists.

[Timesheet - Add/Remove Categories]

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.

[SLA Timers Never Accurate- Email "black hole"]

I found this in the Roadmap, and it sounds like it might help with what I am trying to achieve:

 

Quote

 

Redesign the service portfolio offering in Service Management

This project involves introducing the concept of request types, removing hardcoded request types and including supported progressive capture flows & business processes when designing a service.

Started On: 2022-05-27

 

Is there any update on when this might be implemented?

[Timesheet - Add/Remove Categories]

I no longer have this option in the Timesheet Administration section.

Has this functionality been moved to somewhere else?

 

 

[Polling external mailbox]

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

[SLA Timers Never Accurate- Email "black hole"]

8 minutes ago, Steve Giller said:

You can do this, however you will need to specify the Request Type at the point of logging.

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.

[SLA Timers Never Accurate- Email "black hole"]

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.

[SLA Timers Never Accurate- Email "black hole"]

22 minutes ago, Steve Giller said:

This is available from a Get Request Information -> Source Email Details node for Requests that are raised from emails.
The information could be stored in a date/time Custom Field and reported against.

That could be useful. Where can I find for more information on this please?

 

19 minutes ago, Victor said:

I do understand the requirement and where this comes from but current functionality does not allow this type of measurement

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?