Jamie Talbot

Hi @Jim, Thanks for your reply. This doesn't seem to have fixed the issue. I've changed the default mailbox in all services but in the tickets it's still defaulting to the old mailbox without showing me the new one. Best Regards Jamie

Hi, I have created a new shared mailbox with platform configuration I'm just wondering how I can make this my new default mailbox because I can't seem to find the setting to change this. Below shows the new option not appearing: Any help would be very much appreciated. Best Regards Jamie

Hi, I have an issue where I've created a team and started to make it so tasks are assigned to the team rather than the owner of the ticket, but people within the team now cannot resolve the task unless they have the super user role because no other role allows them to resolve it. Is there a way to make it so team members can resolve tasks assigned to teams they are apart of? Best Regards Jamie

Hi @Steve Giller, Thank you for your reply. Do you know if I can incorporate working hours into this by only have the time recorded that are within the working hours on our Hornbill calendar? Best Regads Jamie

Hi, I was just wondering if there is a variable I could use for reporting on the time between a ticket being raised and the time the ticket is assigned an Owner? Best Regards Jamie

Hi, I am just wondering if it is possible to have the timeline within a ticket update when it's moved to a new lane on a board? I have noticed the Task Cards outcome but I am not sure what functionality this can achieve. I am trying to automate as much as I can by having a board that performs specific tasks depending on the lane they are added to. Any help is very much appreciated. Best Regards Jamie

Hi @Adrian Simpkins, That's fix my issue, an extra pair on eyes always helps Thank you! Best Regards Jamie

Hi, I am having an issue when adding a new card to a board via an auto task button. The flow seems to work but the card is always blank when added to the board. I have images below that shows both the issue and the configuration, does anyone have any ideas on what may be causing this? Best Regards Jamie

Hi, I am just wondering if there is a feature where I can have text that is inputted by users/customers to be highlighted/different coloured text. This would be things like comments, emails, reopening reasons, etc. I am just wanting to try and easily spot the more important points in the timeline when I review tickets that did not meet SLA's or are reopened. I am finding it difficult to find comments and reasonings as most of the timeline is filled with automated time logging. Best Regards Jamie

Hi, I was just wondering if it is possible to set the impact of a ticket without doing an impact assessment? I am trying to create a new flow structure which sets the impact based on the answers a user inputs within the progressive capture. Any ideas would be much appreciated. Best Regards Jamie

Hi @Daniel @Victor, Disabling the experimental.elasticsearch.enable setting worked :-) Thank you both for the suggestion. Best Regards Jamie

Hi @Victor, Thank you for your reply. The tickets I've tried linking range from days to weeks old it seems no tickets can be linked at all. Best Regards Jamie

Hi @Adrian Simpkins, Thank you for your reply. It seems to be any ticket number I try to link is not found. The image below show tickets that are assigned to me. If I go into SR00008155 and try to linked any other ticket assigned to me I get the below message. This is happening to all users on our instance. Best Regards Jamie

@Deen I've not had anymore issues since Monday so it must have just been a one off thing.

Hi, This issue still seems to be occurring, does this seem to be happening for anyone else as well? Best Regards Jamie

@Chris Thompson Yes a few people on our instance have the error again.

Mines just come back up now

Hi, Is anyone else experiencing any issues when trying to login to Hornbill? Everything was fine earlier this morning but now everyone is getting a timeout error when trying to login. Best Regards Jamie

Hi @ArmandoDM , Thank you for your reply. I have tried setting the decision nodes base on your response. However, this does not seem to work for me. The below image shows what I am doing, do this seem correct? Best Regards Jamie

Hi, We currently use the star rating feature when customers go into there resolved tickets, but because our customers don't really use the portal unless logging a ticket these ratings never get completed. I was just wondering if anyone knows of a way to implement the star rating feature into resolution emails? Best Regards Jamie

Hi, I have recently found that when trying to link a request I am getting a 'No results found' error. Does anyone know if this is due to an update or if there is another way to link requests? Best Regards Jamie

Hi, I was just wondering if there is a way to use a decision that has a different outcome based whether the previous node has expired or not. An example of this is in the image below I have set a Hornbill Automation to wait for a request email, if a request email is received within the expiry time I would like to proceed down the BPM flow as normal. However, if the time expires before receiving a request email I would like to send a chaser email. I believe this is possible through a decision node through the setting shown below but I am not to sure what to set these to, if anyone has an idea of how to do this it would be much appreciated. Best Regards Jamie

Hi All, Within the last month we started using the employee portal rather than the old customer portal. However, today one user has tried logging in using the employee portal and is getting the error shown below. No one else has had any issues logging in and normally clearing cache and cookies solves this error but unfortunately this time it doesn't solve it. The user has no issue when logging into the old customer portal only the newer employee portal. Does anyone have any ideas to how to solve this? Thanks Jamie

Hi All, I have noticed that in a request under the 'Board App' tab if you have over 5 lanes on a board you can't view them all. The below images show a board with 6 lanes and the 'Board App' tab only shows 5 options to move between lanes. Would it be possible to see more lanes under the 'Board App' tab? Best Regards Jamie

Hi @ArmandoDM, Thank you for your reply. I have tried refreshing but it doesn't update unfortunately. This doesn't happen a lot I've only noticed this a few times. Thanks Jamie