Dave Longley

Where can i change the default so that when we click on the email icon, i dont need to keep changing the size and font every time?

Thanks @Steven Boardman, is this replacing the My Document? Is this an app which you download like my documents?

pls add me to this

I have just stared to build our internal knowledge base, is there a way that when your raising a ticket it queries 'my document' for articles for a solution first thus giving the user / analyst a change to fix it with the use of the document? (if that makes sense?)

Thanks @ArmandoDM, this is now working as expected. Cheers

Hi @ArmandoDM, No I have a routing rule set up which will automatically log tickets when sent to our main email address.

Hi @ArmandoDM, the examples I have been using were emails sent manually from my account. The ticket details so the source as email but the BPM skips the decision node.

I am trying to update my Incident management BPM so that if the source of the ticket is email, that is sets the ticket priority to P5. See below: In the decision node which check the source i have set it to: but for some reason, every time i try to test this it passes this decision node as per the above image. I am not sure what i am doing wrong?

Thanks @Steven Boardman, this has resolved my issue.

thanks @James Ainsworth, worked a treat!

Many thanks @James Ainsworth, I have added the condition. Will test it out.

Hi @Keith Stevenson, I have done this already: but when i open a ticket and click on the email tab is see this : it still defaults to the hornbill mailbox.

Thanks Steve. can you show me what i need to add please? @Steve Giller

How can i stop Out of office messages from updating the tickets? A ticket was assigned to a team. one person was on holiday, OOO message was triggered and updated the ticket?

Cheers @Keith Stevenson wouldn't know anything about this one?

Thanks @Keith Stevenson, so you are saying that i should add this: {{.H_dateresolved|formatLocalTime}} and this will not display the Z?

Hello, i have noticed that one the emails to receive back from Hornbill has a 'z' next to the time: Dear David, Ticket: Service Request : SR00000411 which was resolved on 2020-07-14 13:43:11Z is still waiting for you to confirm resolution. At the close of business today, this call will automatically get closed. This is the markup that I am using: {{.H_dateresolved}} How can i remove the Z?

Hi @James Ainsworth, I have checked these settings and nothing is set tp the prefix no-reply... Any other suggestions?. it appears to be only this one email that is sent this way?

Evening, I am not sure where I can change the following email template which is an email notification to the analyst when a ticket has been updated via email two things are wrong, it is sendin from my old email address and i want to remove the display name 'no reply' where can i change these settings?

Hello, When manually sending an email, i want the email client by default to select our mailbox not the default 'helpdesk' one which is out of the box.: How or where can I change this?

I have added a new widget on the employee portal to list all of the service catalogue items. I was wondering how I can change the order of where these are positioned? I dont want change management first etc..

@Jeremy

I am wondering if we have the ability to remove all of the Hornbill branding logos from the employee portal? If so how can i do this?

Thanks @Jeremy, i have added this node: logged a change, but nothing is showing on the change calendar.

thanks, what is the condition for Request ID?