GSM

Resolved.

That's worked, fantastic. Thank you very much, Mary.

Do i need to setup another outbound route for live.hornbill.com specifically for these notification to work?

Hi Mary, It does not work with a smarthost. I looked on your forums and found various articles that suggest that Direct Outbound is needed when enabling this feature guest.app.requests.notification.notificationType.emailUpdate Email Notifications for Teams not working - Service Manager - Hornbill Community Forums Responce from Victor: @Harry the "live.hornbill.com" mail routing in your instances is not configured to use direct outbound. Can you please change the routing mode to "Use Direct Outbound" for the "live.hornbill.com" domain? Let me know if the notification issue still persists afterwards... Notification when Email is Received - Service Manager - Hornbill Community Forums @Michael Sharp besides the application setting you also need this outbound routing rule:Make sure is configured as per screenshot (i.e. mode = Use Direct Outbound)

Hi all, I tried searching the Wiki for this and i "think" it's got something to do with service level escalation and that's where i need to look, but wish to check with the rest of the community. I wish for an automatic reminder to go to the owner (engineer) of the ticket when its not been updated in at least 3 days. How do i best achieve this please?

All, Has anyone successfully managed to get "Direct Outbound" working when dealing with a smarthost such as Mimecast. Mimecast require you to add a list of IP addresses that are authorised for Outbound e-mail, they won't add Hornbill's IP addresses as they are "shared". So does that mean anyone using services such as Mimecast doesn't have any choice but to use the smart host setting? The reason for asking we are trying to get the notification to owner when ticket is responded to via e-mail working which only works if direct outbound is setup. I am confused why this needs direct outbound and cannot work with a smarthost? Please see screenshot attached for what happens when we try and use Direct Outbound via Mimecast

Click here to download pictures To help protect your privacy, Hornbill prevented the automated download of some pictures Is there anyway to add a domain to "safe senders" or something similar so it automatically downloads pictures within e-mails when viewing e-mails in the Inbox?

I am trying to troubleshoot why a resolution notification e-mail is not being generated when a service request is closed, one gets generated when a incident is closed. This used to work. I understand this may have something to do with the BPM, but I lack sufficient knowledge to adjust/amend these myself, can anyone please provide some steer.

Hi Steven, Many thanks, but i am not looking to do this based on subject and or raising a new request. The scenario is that occasionally we may get "junk" and or unwanted e-mails into the service desk inbox, obviously the team will not mark this as read and just move it to deleted items. Purely for cosmetic reasons i wish to ensure when they move anything from inbox to deleted items it automatically marked as read, regardless of the subject and or content.

Hi, How do i setup a rule so anything moved into "Deleted Items" automatically gets marked as read, please?

Hi All, I wish to understand that when updating or responding/closing tickets within service manager - how can we include previous call notes, and updates in the same e-mail, effectively including the call/e-mail chain. Sometimes, if a call is closed after an extended period of time, the user will get the call reference along with a closure message, but may have forgotten what the original call was for, so including the full history would be of great benefit. 2nd question: Is there a way to mark all e-mails in the inbox/deleted items as read, I’ve had a look under administration and mail settings, and there appears to be an option to "empty/delete" these folders, but not one for marking all e-mails as read?