Malcolm

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.

Will do, thanks.

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

@Steven Boardman Thats perfect thanks. Will give it a go.

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.

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?

Hi @Daniel Dekel definitely sounds feasible. Is there any documentation on how to implement?

Is it possible to embed powerbi worksheets in to the Home pages?

Makes sense, thanks Dan!

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:

Is it possible to make the assigned ticket priority visible to customers?

Wondering if anyone had any ideas on this one?

Probably not in the right topic, but I have an issue where adding users to departments (Accounts, Project Management, etc) the changes aren't being saved. So I manually add say 10 staff members to Accounts, hit save, refresh. List is maintained. Continue with something else, go back a few minutes later to an empty list.

Thanks, I'll be in attendance anyway.

Hi @AlexTumber Sounds good.....how near is the near future? Malcolm

On new ticket creation, email should be sent to an email add specified in business process. Ticket is created as expected, but no email appears to be generated.

Not sure if this is the right area to post this but trying to work out if its possible to do the following: Create Timesheet reports based on Organisations (external customers) i.e. calculate the total hours spent on a customer Subtract that total number from a pre-specified number. i.e. Customer A starts the year with 10 hours and every time an hour is spent working on that customer its subtracted from that 10

Thanks James, different PC and browser did the trick. Looks like it doesn't work very well on Macs.

@James Ainsworth thanks for that. Turns out we had configured this previously to run through a smart host. We now have a new smart host (Mimecast) so we need to update the smart host details to reflect this. However, not sure if this is a glitch but when trying to amend the host in the smart host details it just reverts back to what was there before so unable to run the "Test Connection" on the new settings.

Just trying to confirm the "path" emails take when sent from the Hornbill mailbox. To oversimplify, does the portal send the email to our onsite exchange which then processes the email as normal?

@VictorPortal isnt allowing me to

@James Ainsworth what the teams are used to (teams being 1st and 2nd line teams) is that when there is an update on a ticket, there is a notification in their news feed. So if a member could "follow" his team, then all incident related updates would show up in his feed. (in theory)

@James Ainsworth thanks. I think what would be good is if it would be possible to follow a team.

For each ticket. Seems like an oversight on the developers part. Thanks for your help.