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Malcolm

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Posts posted by Malcolm

    Customer (External) = Password update

    in Service Manager

    Posted

    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.

    Email Templates - Hyperlinks to Requests

    in System Administration

    Posted

    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.

    Email Routing - Raise New Request

    in Service Manager

    Posted

    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?

    Employee Portal - Power Bi

    in Employee Portal

    Posted

    On 5/6/2020 at 6:54 AM, Daniel Dekel said:

    Hi @Malcolm,

    Sorry but that will not be possible. There was a previous request in this forum of displaying an external frame (iframe). That is more generic solution and would work much better if that would work for you?

    Regards,

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

    Email Notifications Bounceback - system.administrator wasn't found at hornbill.com

    in Service Manager

    Posted

    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: 

     

     

    Organizational Departments

    in Reporting

    Posted

    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.

    Timesheet formulas

    in Timesheet Manager

    Posted

    Not sure if this is the right area to post this but trying to work out if its possible to do the following:

    1. Create Timesheet reports based on Organisations (external customers) i.e. calculate the total hours spent on a customer
    2.  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

    Outgoing Email flow

    in System Administration

    Posted

    @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.

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