Malcolm

I wasn't sure how to title this, but essentially I need to know if there is a way to properly capture the time between an email hitting the mailbox and that email being converted in to a ticket. The issue we have is that the SLA timer cannot kick in until the ticket conversion occurs. Which means all KPI reporting we do as business is borderline useless when analyzing with customers. We are contractually obligated to these SLAs, and with no accurate way of measuring them it is having a detrimental affect on customer relationships. Can anything be done in this regard? e.g. Emails straight in as tickets and categorised in terms of Service, Incident/Service Request after the fact OR Can the time that email is logged be captured and measured against

What a letdown! Thanks @DanielRi for your efforts.

Hi Dan, Yup thats the column we've got. And yes its not updating, so the value it returns is actually the date and time of the first email sent from a request as opposed to the last. So something is broken somewhere.

@Steve Giller this is an email sent from Owner/Request to a customer. Don't know how to specifically desribe where the field is located, but what we are trying to capture is the last date and time that an owner emailed an upate to the customer.

For the purpose of reporting we're trying to pull information on the last date/time an owner updated a request by way of email. We've found this field "request_lastemailsent" . The name implies it will have the data we are looking for, but it appears to contain data on the first time an email is sent and not the last time. Hope I've explained that clearly, can anyone assist?

Just realised you said its just sent and deleted. Not possible to do something that applies to the inbox?

Thanks @James AinsworthI think deleting would be fine. As we would maintain the emails within the O365 mailbox itself I think

Is there a way to auto-archive emails in the Hornbill mailbox?

Is it possible to have scheduled jobs automatically get logged as tickets on their due date?

I've just discovered the "Site" Column which I had previously thought was only used for internal.

Is it possible to add another Field/Column "Site" to the displayable columns?

I have two Full Users who I am trying to remove licenses from. Though I get the following error messages and the process fails: Cant remove license, because user has tasks assigned Cant remove license, because user owns documents Problem is I've been through both accounts and I am unable to find any tasks or documents linked to either user.

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.

@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.

@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.

Hi @James Ainsworth its the notifications received when updates on tickets are generated, SLA Breaches, etc.

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?

How do I grant permissions so that a customer has visibility of all tickets raised by all customers at a particular Organisation?

I can get the following error when running the import: Loading Configuration: The specified primary entity [Imports] was not found

@AlexTumber we're still experiencing the same issues as per the originial post. Can this be investigated further?

@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?

@Mary Still not working it seems, but the test connection is working (and has been) Mail Connector Test Good job, the connection works!

We also had this error when using Hornbill, but it went away after a refresh, this occurred just before 11am

Hi @Mary This started this afternoon No changes in Exchange (O365) Nothing has changed in terms of mail service configuration

We're receiving emails to our Exchange but they have stopped coming through to Hornbill mailbox. Please advise.