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AndyHill

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Everything posted by AndyHill

  1. AndyHill
    Figured i would jump on this post as its email routing related. Anyone know why the below is not working. I want all emails with the reference to update unless they come from the mailbox address itself. Also was there any development on showing the customer rather than the System Auto Responder. Even just the inclusion of the email address would be good. As currently you have to view the email to see who it was from when the System Auto Responder attaches it.
  2. AndyHill
    I have recently started making use of the boards feature in Service Manager to allow other members of the team to see my workload and what priorities I have assigned to the work. At the moment i manually assign the calls to the boards after they have been assigned over to me. What I am looking for is the ability to see if a call has been assigned to a board in the standard Request List view. Currently there is no column that I can see that would give me this visibility so I have to go into calls to check they have been assigned to a board.
  3. AndyHill
    @Graham Thanks. Looking forward to it.
  4. AndyHill
    So I am having problems with ldap discovery due to the OU structure at my company. If i run a discovery on the following location it works: Princes.co.uk/CI Project/Desktops However, if i run the discovery on a location with additional spaces in the name such as: Princes.co.uk/CI Project/Desktops Windows 7 it fails with The supplied username BLAH could not be validated against the Windows 7 domain. The user name or password is incorrect. For whatever reason it seems unable to interpret the second space however it has no issue with the first space. Tried surrounding it in different quotes but with no luck. Any ideas?
  5. AndyHill
    @Victor Thanks. I figured I was being dense
  6. AndyHill
    Possibly a very stupid question but when I am using the variable picker i know longer see Flowcodes as an option. Was this changed to Hornbill Automations at some point and I have missed it? As per above we have set up decisions using the flowcodes previously but when I have gone it to make a change there are no flowcodes option.
  7. AndyHill
    +1 also our instance and still ongoing.
  8. AndyHill
    @samwoo Problem is when using it for updating users via the new its actually the update you are typing at the time you want. Hopefully they can implement the new variable that you have requested.
  9. AndyHill
    @Deen Cheers for this. Haven't seen any more since.
  10. AndyHill
    If you have multiple mailboxes then it sends from calls using whatever the default is. You can change by selecting a mailbox and hitting the pin. If no pin shows then that is the default.
  11. AndyHill
    @Martyn Houghton Thanks. Annoyingly I found {{RequestLastActivity.H_content}} but that sends the previous content and not the most recent so would have to enter everything twice.
  12. AndyHill
    I am looking to make use of the Customer Timeline Update Notification that emails users when a comment is added to the call. This is a nice feature that will remove the need to use the email section which is what we have been doing to this point. Is there a variable I can add to the email template that will display the last comment made? Cheers for the help.
  13. AndyHill
    Not sure about anyone else but saw quite a few of these today.
  14. AndyHill
    Very nice thanks for this @James Ainsworth Happy Holidays
  15. AndyHill
    If we are seeing a common issue within the company we normally raise a problem or known error and associate all the relevant calls that have been logged to them. When we close that problem or known error is there a way for users of all the calls that have been associated to be emailed the resolution? Not sure if this in existence, if not it would be very useful as did exist in Support Works.
  16. AndyHill
    Hi All, The latest for the support ticket I have opened with hornbill is: "Just wanted to let you know that this is looking like a defect whereby the UI is not passing the correct path to the template to the server. I'll be in touch again shortly once this has been confirmed as a defect and I have the next steps." Also in case it helps you can see all your live BPM's by turning on the following setting under Home -> System -> Settings -> Advanced experimental.feature.bpm.allowinstanceediting Then when you go into the BPM section you will see the following button. This will show you all your live BPM's and show you which ones have failed.
  17. AndyHill
    @Gerry @James Ainsworth thanks both. Will be making use of both of these ideas.
  18. AndyHill
    Not sure if anyone else has this problem or if this has been discussed previously (have searched the forums). Our change requests go through several stages of authorisation: CP1, CP2 etc. These stages require a completion of a task from the owner of the change at which point the Change Manager is contacted to approve the next level. This issue we have is that your change manager recently left and whilst I have updated the BPM for new requests all the old requests that are still in progress break when getting moved to the next stages. Here is the error message returned for this workflow: Xmlmc method invocation failed for BPM invocation node 's1/approval-00dccce6-55ba-4fb6-0c90-c1e4d3d2879e': <methodCallResult status="fail"> <state> <code>0200</code> <service>task</service> <operation>taskCreate2</operation> <error>The specified user &apos;USERNAME&apos; does not exist</error> </state> </methodCallResult> Is there anyone to fix these with the live calls as having to recreate the change or resolve them without the relevant stages completed is not best practice and won't look great come audit time.
  19. AndyHill
    @PeterL only that they are looking. Will provide an update when they give me something.
  20. AndyHill
    @Steve Giller ok have raised one now.
  21. AndyHill
    Has anyone had anything back on this? We are still seeing the odd call with the below error. Xmlmc method invocation failed for BPM invocation node 's1/flowcode-b0352867-2f33-4f4c-804e-b6b6d6a26918': <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>notifyEmailCustomer</operation> <error>FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailCustomer): nodeName: Exception; nodeId: acd1ebbe-1cd9-4aed-bf14-50ce53f9a013; At 317/1: &quot;Uncaught FCSException: The email template specified is invalid. Please contact your Hornbill Administrator.&quot; throw(e); _fc_node_exec_acd1ebbe_1cd9_4aed_bf14_50ce53f9a013</error> </state> </methodCallResult>
  22. AndyHill
    We are seeing similar issues as well.
  23. AndyHill
    We are seeing the same issue too. The BPM being used is our most used one and only has this issue sporadically. Below is the email node that appears to be having the issue.
  24. AndyHill
    @Carl Tovey was hoping it was that simple but have just checked and the emails still exist and can be navigated to via the email section just not when opening from the view email option in the call timeline.
  25. AndyHill
    For the emails in question the result is the same they will always open with that error.
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