danb

just wondering if anyone has any experience/advice around this? :)

thanks @Steve Giller - i need more coffee!

Morning, sure this was a feature before in selecting several incidents, clicking actions then you was able to change the priority of them? Now can only "update" or bulk assign.

Unsure if I'm asking for something that isn't possible. But if a user selects a number within a question could something be in the business process be create to duplicate the ticket? example - if a user has 6 new computers arrive that need setting up/building, we would ask them to raise 6 separate calls...I would like to make it easier for the customer that they could just raise one call, detail there is 6 new pcs from a question and the BPM raise 6 calls for actioning. Is this possible?

thanks @David Hall

thanks for this forum! i thought i was going mad this morning, also impacting ourselves....

do we know how this is working and where the data being scanned is that going elsewhere? just wondering from data sharing agreements as i know some similar sites with AI share with 3rd parties and being and dealing with members of the publics information (potentially in the notes) is this data no longer on hornbills servers. Also is it documented what each function actually does (just so i can explain to others :D), think the first two options are self explanatory.

Currently playing around with azure alerts and getting this auto logged - which we have but as an unknown user and relying on a manual task of updating the customer to the end user. Within the email thats being logged is the email address of the user (which will marry up to a customer), how do i get the auto logging/business process to look for the email address in the body of the email and turn that into the customer? (if its possible?)

thanks @Steve Giller, so when its in resolved state (awaiting auto closure), user replies and it updates the incident/request with the users response and it also emails the analyst with the response - however there is nothing within our BP for reopening this call (which is fine). Would it be possible, somehow, to get this same email that goes to analyst to stay in the shared mailbox for our service desk to check and do any reopening of the call or for them to also be emailed?

Appreciate it may be with Microsoft, but if this gets turned off Saturday, we are going to be in a position to not be able to send/receive emails - is this correct? Also is there anything that can be done as a workaround by any chance? Seen that hornbill domains are available etc.

Just wondering if there was any update on this?

Hi connected using the global admin account, created new oauth2 keysafe of m365 mail connector, however keep looping round and round on the the autentication.

Hi Just setting this up (better late then never) Request for the mailbox has gone through and been approved in azure - can see the Hornbill Office 365 mail connector in there. However nothing comes through into keysafe, and then when connecting from the keysafe, it just goes through requesting it again.

for additional info from timeline

Doing some CSI and looking into breached target resolutions (as something doesnt feel right) Example: So as you can see - response met, and call is still within resolution time (6/9/22) Here is my quick view reporting criteria However this call appears on the view Any ideas? ive checked other calls, some are working as expected, others having this same issue.