[Change default font and size of emails]

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? 

[Progress capture to include KB?]

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

[Building a knowledge base?]

pls add me to this

[Progress capture to include KB?]

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?)

[Problem setting default priority for ticket source type = email]

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

[Problem setting default priority for ticket source type = email]

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

 

[Problem setting default priority for ticket source type = email]

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. 

[Problem setting default priority for ticket source type = email]

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? 

 

[Add change to Change calendar]

Thanks @Steven Boardman, this has resolved my issue.

[Change default 'from address/mailbox']

thanks @James Ainsworth, worked a treat! 

[Stop OOO message from updating a ticket]

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

[Change default 'from address/mailbox']

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. 

[Stop OOO message from updating a ticket]

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

[Stop OOO message from updating a ticket]

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? 

['Z' Showing on emails that include Date/time]

Cheers @Keith Stevenson

 

wouldn't know anything about this one?

 

 

['Z' Showing on emails that include Date/time]

Thanks @Keith Stevenson, so you are saying that i should add this:

{{.H_dateresolved|formatLocalTime}}

 

and this will not display the Z? 

['Z' Showing on emails that include Date/time]

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? 

[unable to amend/find email template]

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? 

[unable to amend/find email template]

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?

[Change default 'from address/mailbox']

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?

[Employee Portal - changing the order of some Services]

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.. 

 

 

 

 

[Hornbill Branding]

 

 

@Jeremy

[Hornbill Branding]

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?

[Add change to Change calendar]

Thanks @Jeremy, i have added this node:

 

logged a change, but nothing is showing on the  change calendar. 

 

 

 

 

 

 

[Add change to Change calendar]

thanks, what is the condition for Request ID?