[Reports still running and being emailed]

I have this issue where reports have been disabled, but somehow they are still running and being delivered to my mailbox each day.

Is there another location within Hornbill to stop these reports running.

 

 

Arrived in my inbox this afternoon.

 

 

[The user type field is disabled as there are no alternative types left on your subscription]

When looking at a user details in Platform Configuration -> User & Guest Access -> Users, I get the following blue error in the bottom right of the screen.

Info - The user type field is disabled as there are no alternative types left on your subscription.

No issue with user accounts, and staff are able to access the self service portal, so this is not affecting service.  But always a worry when you get an warning message.

[Email -> Templates Role]

I want to allow one of the team to be able to update "Email Templates", but unable to find the correct "User & Guest Access - Role"

The only way I can see to allow them access is giving them Admin, which is too much.

I do not need them to update system properties etc to update to any new templates they create, just be able to create a new email template.

Thanks

[Email - Inbound Routing Rules (Nothing happening)]

@Steve Giller Back from leave.  Had one of those lightbulbs moments.

I was testing with a ticket that I had created and sending in test emails from the same email address.  Of course this does not work .
Asked a colleague to create a ticket for me and then tested with that, and yes it all works perfectly.

 

[Email - Inbound Routing Rules (Nothing happening)]

@Berto2002 I have also tried that, but the emails just stay in the inbox not updating the current call. 

[Email - Inbound Routing Rules (Nothing happening)]

Thank you, this was my first attempt when I started, but getting an error message when trying to save changes. 

[Email - Inbound Routing Rules (Nothing happening)]

In the reference I have placed REGEX_MATCH(subject, '.*\b[a-zA-Z]{2}[0-9]{8}\b.*'), but unsure after reading various Wiki's how to reference that in the Rule Expression.

[Email - Inbound Routing Rules (Nothing happening)]

If any Forum user can post some examples (redacted) in this post that would be helpful.
The standard syntax to match to IN or SR value is not working for me "REGEX_MATCH(subject, '.*\b[a-zA-Z]{2}[0-9]{8}\b.*')"

Thanks

 

[Email - Inbound Routing Rules (Nothing happening)]

We have tried to give the Email - Inbound Routing Rules a go, and have setup a single rule to update requests on the SR or IN reference.

Done some testing, but nothing seems to be actioned.

Expression is set to REGEX_MATCH(subject, '.*\b[a-zA-Z]{2}[0-9]{8}\b.*') for our typical subject line replies of "RE: ICT Service Desk - (Company Name) - New Call Logged, Reference IN00038936"

 

[Custom fields on resolution]

@Steve Giller Thank you.



Added these in today with custom tasks, and they have resolved the issue.

Much appreciated 

[Custom fields on resolution]

Our Closure subcategories already are populated with the choices our agents use, for our various levels of support.



And the snippets text would be visible to the end-user , even if we used codes, some of our end-users will wish to know what they refer to.

 

 

[Custom fields on resolution]

@Steve Giller Thank you.

We already have a set of closure categories in place, and the agent selects the appropriate options depending on what resolution was used.

What we were looking into was adding context to each call, for example, "user on holiday", "3rd party" or "no contact received". 
Is it possible to have more than one resolve category to be chosen.

[Custom fields on resolution]

Hello

Is it possible to add custom fields on resolution.
We would like to add some context to each call to help with our KPIs, such as user away on holiday, 3rd party involved etc

Thanks

 

 

 

[Data Import Configurations - new users Status set to Archived]

Started last week, not made any changes to our Data Import Configurations.
All new users created in AD are coming into Hornbill with Status set to Archived.

Below is the current Import Config for Status

[Data Import Configurations - [lastLogon] & [lastLogonTimestamp] from AD]

Hello

Is it possible to pull through the following AD Attrib information into Hornbill.

[lastLogon]
[lastLogonTimestamp]

For example.



Thanks.

[Preview New UI - emails - no option to apply or create new]

Looking at the new UI and in emails there are no options to apply the email to an existing call or create a new call.

... or is it me and I am missing something obvious. 

[Raising a Request from email does not populate the Summary and Description]

As of this morning when we create a call from an email the following step is now blank, i.e. details not picked up from the email.

Create New Request - Defining Request details for a request - Blank

I have made no changes to my capture process.

[Asset Manager - Hardware Information]

Hi

I want to pull from the ASSET DB Hardware information for all our laptops.

Neither Export List from Asset Management or Reports offers this information, i.e Hardware information to be chosen.   Any ideas.

[Framework Issue]

@Keith Stevenson

Thanks, our instance is now backup and running.

[Framework Issue]

Error

An error occurred initializing the framework. Uncaught EspMethodCall::invoke: Operation[session::getApplicationList] Failed to load app store content catalog from CDN

 

Anyone else getting this error ?

[Ticket can only be resolved it Analyst populated.]

Is there a toggle in Application Settings that would stop tickets being resolved then closed when no analyst has been chosen.

 

Thanks

 

[Disabled reports still running each night]

I have disabled some old reports we no longer require, but these reports are still arriving each morning in staff inboxes

Screenshots below show report is disabled, and log shows the last time it ran ?

Any ideas please.

 

 

[Unable to load - could not connect to instance - 8:30am Monday 6h March]

Hurray, all back and working.  Thanks

 

[Unable to load - could not connect to instance - 8:30am Monday 6h March]

Unable to load - could not connect to instance - 8:30am Monday 6h March.

Anyone having issues this morning ?

[Portal Home Page for sub Company not showing customers active calls]

@Victor  Thanks for confirming the reason behind this.

Is there a workaround possible, as would be beneficial for the users not associated with the Primary Company to see there current and archived tickets.