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AgentVinh

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Posts posted by AgentVinh

    Variables on email template not working

    in Service Manager

    Posted

    Hi,

    I'm testing out one of our email templates and the variables seem to not be working on one of them. I copied another source from a different template that I know is working but it still doesn't work. 

    I tested it further by setting the same template in the setting below and within the BPM: 

    image.png.9414470ccd25c6d2e0d54e07be93fdaa.png

    The BPM works: 

    image.png.6b2584ff3d26b1d86c46ca6fc3ce00cb.png

    The setting just comes up with the following: 

    image.png.d32c831b193317bee412448777639195.png

    I also have the following enabled:

    image.png.b44b32af8a2060fe84632a6f75f584c5.png

    Is there something I am missing? 

    Thanks

    Routing rule setting missing

    in Service Manager

    Posted

    2 hours ago, Victor said:

    @AgentVinh ok so it seems we have on these very rare scenarios when I was actually wrong!! (gasp!!!) :D 

    So: 

    Can be done with current functionality but the setting we (or you) are after is not an "unknownUser" setting, is this one: app.email.routing.rules.emailConfirmation.newRequest.sendConfirmationEmail. With this enables the system will send back a confirmation email to the email sender, regardless if the sender exists in the system or not. This works (or should work) in conjunction with app.email.routing.rules.emailConfirmation.newRequest.template.* settings (depending on request type)

    @Victor Yes, yes. YES! Thank you, thank you!! It worked like a charm! Thank you for looking into it

    Thanks to everyone!

     

    • Like 2

    Routing rule setting missing

    in Service Manager

    Posted

    18 hours ago, Victor said:

    If the request is raised by a user unknown to the system then there won't be a customer on the request...No customer, no Email Customer node... because there isn't a customer. I understand you also tried email External Address node, but that won't work either because you need to specify an email address in the node configuration but you don't know the email address and you can't pull it form a variable because it is not stored anywhere.

    Basically to achieve what you said you want you need functionality that's not in there :(

     

    Awwww okay :(

    Is there any way to notify external customers of confirmation for their raised requests?

    I thought that the following setting would do the job but not sure if it's been removed as I couldn't see it anywhere:

    image.png.747ba3eb0e63ae813d1a86d633553203.png

    Routing rule setting missing

    in Service Manager

    Posted

    @David Hall @Victor @Steve Giller 

    Thanks for your help, I got the rule from the bottom of this page: 

    https://wiki.hornbill.com/index.php/Email_Routing_Rules

    I have app.email.routing.rules.unknownUsers.allow and app.email.routing.rules.unknownUser.sendRejectionEmail enabled but it doesn't seem to be doing the trick. I wanted to send a confirmation email to end users that are not recognised by the system to say that their request has been raised. For example, when I raise a request from my personal Gmail, the request goes through but I don't get a confirmation e-mail that a request has been raised. This works only for users that are already in the organisational data

    Routing rule setting missing

    in Service Manager

    Posted

    Hi,

    I'm looking for the following setting:

    app.email.routing.rules.unknownUsers.sendConfirmation - Send an email to users who are not recognized by their email address

    I searched using different search terms such as app.email.routing.rules and sendconfirmation and nothing brings up the setting. (Looked in Home > Applications > Service Manager > Application Settings and System > Settings > Advanced)

    image.png.305744da0add9a743c116d0d80e11c1a.png

    All the other email routing rule settings are there but I can't seem to find this one.

    Vinh

    Original subject line variable in email template

    in System Administration

    Posted

    5 hours ago, James Ainsworth said:

    Hi Vinh,

    I don't believe that the subject from the original email is stored anywhere that is accessible for the variables to use.  Some customers will set the Summary of the request based on the Subject of the email.  If this is done you can then use the variable for the summary to be included in the subject of the outgoing emails.  Would this work for you?

    image.png

    Works perfect, thanks!

    Original subject line variable in email template

    in System Administration

    Posted

    Hi, 

    Is there a variable to include in e-mail subject lines that will include incoming email subject lines? 

    For example, we have them come through on the subject line/summary as: IN00047700 update

    But would like to include the original subject line from the original email request by adding a variable at the end so it would come up something like this: IN00047700 update - Outlook issue

    Is there something I missed? I've checked through the available variables but couldn't see one

    Vinh

    Can't send e-mail via Shared Mailbox

    in System Administration

    Posted

    Hi,

    We're having issues with sending out e-mail via the shared mailbox. It seems to go through to "sent folder" but comes up with a red exclamation.

    We used the following links to configure the Outbound and Shared mailbox:

    https://wiki.hornbill.com/index.php/Outbound_Mail_Routing

    https://wiki.hornbill.com/index.php/Shared_Mailboxes

    For the Outbound mail routing, it's passed the check using direct outbound:

    image.png.89becf1bb17e6e170099f1a35b983208.png

    Then we linked it with the Shared mailbox with he outbound mail route. Heading over to the Shared mailbox though, it seems to fail. 

    image.png.0793fd7dc9f9ebd6c8a297264864bb6e.png

    Not sure if anyone knows what I might be missing?

    image.png

    Azure AD account can't sign on to Service portal

    in System Administration

    Posted

    Hi @James Ainsworth and @Victor

    Thanks, I removed it on purpose haha :) Please see below for confirmation:

    image.png.46bf0f3348a2f288da298e37073c0640.png

    It's installed on Azure as well:

    image.thumb.png.e4dcce8faedd2aab80805e0395cd322b.png

    I noticed when I log on to live.hornbill.com, it's fine and I can navigate to the service portal just fine after. But when I log directly on to the Service Portal, it throws up the above error. I used the following link to configure it on both Azure and Hornbill Admin portal: https://docs.microsoft.com/en-us/azure/active-directory/saas-apps/hornbill-tutorial

     

    Azure AD account can't sign on to Service portal

    in System Administration

    Posted

    Hi,

    I'm trying to get the service.hornbill.com up and running with Azure AD account but keep getting the following message when attempting to sign in: 

     Sorry, but we’re having trouble signing you in.

    AADSTS700016: Application with identifier 'https://service.hornbill.com/<instancename>/lib/saml/auth/simplesaml/module.php/saml/sp/metadata.php/saml' was not found in the directory 'a2e3ffd3-d47e-4243-9fc7-14393f565845'. This can happen if the application has not been installed by the administrator of the tenant or consented to by any user in the tenant. You may have sent your authentication request to the wrong tenant.
     
    It does work on the live.hornbill.com but can't wrap my head around what is missing to make it work for service portal. All the basic users have the following roles: Basic User Role, MyLibrary Portal & Self Service User.
     
    Thanks,
    Vinh
     
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