Frank Reay

Typically (for us) it is when the sender is external and is not recognised. In which case you need to set them up as a Contact.

@Keith Stevenson yes works now. Thanks

Can we have it on our Instance as well please

Thanks - we have just had some more. Stuck in the in-box and cannot automatically process (but we can push manually). Was working fine upto 1.00am this morning. First stuck one was at about 4.00am.

Same problem for us but suspect it was due to the earlier outage. We have processed ours manually.

@Martyn Houghton many thanks for your help. See previous update.

Found it!!! I have to go into Edit of an existing Service and then I see what Martyn sees. The 'Default Mailbox' option does not appear when creating a Service nor when viewing main Details. However when you click on the Edit button then 'hey presto' there it is. Now updated and sorted. Many thanks to all!

Thanks for your help. The Service config was my first port of call but I can now see that it appears my problem is I can't see the mailbox setting! When creating a new Service I don't have that 'Default Mailbox' dropdown and when I go into an existing service again I cannot see any reference to mailbox. See screenshots below. What am I missing?

Frustrating problem. We now use 2 mailboxes in our instance. When the Agents are entering an Email Update the default sender email address provided by the system seems to vary. It does not default to the last one used and I don't know how the system selects the default. This is not always noticed by the Agent and so they sometimes send from the incorrect address. The Agent can go into the dropdown to select the correct address but that is far from ideal. Each of our 2 addresses is used uniquely for a different Service which is looked after by a different group of Agents. Does anyone know how the system selects the default sending address and can this be set/controlled?

+1 Martyn - I think we would like this as well but can I just confirm something. The reason is that in our system a comment does not result in the Analyst being being made aware that there is an update. Also the colour does not change on the View List to make them aware. So are there config settings around notification of updates via Comments that we are not aware of? Also can the Comment functionality be actually switched off for Portal and/or Analysts? I don't really see the point in them (but would welcome other people's views) and the above has caught out some of our Analysts when they missed an important 'Comment' update for a few days. We tell the Customers that we prefer them not to use Comments but the functionality is there and staring them in the face so you can guess what happens!

++++1 Martyn, We automatically add Connections as part of the BPM when the Request is raised based on the 'Affected Product' (mainly for Sev1 Incidents) and this includes an email to each Connection advising them (it's quite an impressive BPM Stage!). However as you correctly point out subsequent 'Email updates' are not sent to Connections by default which is a pain. We use the my-services portal so our Connections can see their 'connected' Requests but are not aware when there is an email update. Equally they are not notified of a normal update - I guess if you are using the old portal then that is not such a problem as they can't see the Requests anyway. I am hoping that the 'Adhoc BPM' button may help once delivered so that we can alert Connections to a significant update on Sev1 Incidents.

Is it possible for a new Connection to automatically receive an email notifying them that they have been made a Connection. We are using the my-services portal so the user can see Requests where they are a Connection but there is nothing to automatically notify them of this. The only method I can see to do this is to add the Connection and then do an update via email (with the Connection added). This is a 2 step process and a right pain! We do automatically add Connections via a BPM for our a Sev1 at the point the Request is raised (which also includes notifying the pre-defined people via email). What I am after is an email for Connections at the point they are manually added. Is this something that the new 'BPM button' will help with ie kick off an adhoc BPM? At least that could all be on a single screen.

+1 from us.

+1

Since around midday today, our Agents have been receiving this error message when viewing ALL Incidents and Service Requests (although they can still process the Requests). I saw an update went out last night but we have only started seeing this message in the last 30 mins. What is is this about? Seems to refer to faq's but also slm. FlowCode Exception (com.hornbill.servicemanager/entities/Faqs/fc_ops/getFaqs): At 1/0: "Uncaught ReferenceError: h_itsm_priority_slm_evts is not defined" h_itsm_priority_slm_evts h_itsm_priority_slm_evts 0;