Hiten

Any further update(s) on this Martyn?

Thanks Steve, yes that is what our customer is asking. Thanks for clarifying. As it happens, do you have any knowledge of any customers that have done that (which you could share)?

Thanks Steve, to clarify does that mean Hornbill only supports this in one direction? I can see that you have a Premium integration option available in the Hornbill Solution Center, which sound like is the way that one could use Hornbill workflows to update tickets in ServiceNow but this sounds like it is it from Service Manager as opposed to the Customer Portal (so not something applicable to the customer anyway)? Is that correct?

Hi Hornbill, We have been asked by some external customers (whom use Service Now as their ticketing system), if they are able to integrate with the Customer Portal and in doing so, avoid have to log tickets manually in the Customer Portal. Regards, Hiten

Hi Hornbill Team, We are also looking to surface a Knowledge Base for the Customer Portal too. When are we expecting this to land please? Regards, Hiten

Thanks @AndyG I was wondering why this is not working for us - when it is setup to do so.

Thanks Steve, we are trying to root in Azure Alerts - potentially via a webhook, to pull in and create a Hornbill ticket. Not sure I see the API we need in the link you provided.

@Steve Giller any update to the above questions please?

@Artan Kurti can you please let us know if we can get a call organised to walk through this next week?

I was not involved that in side of things (nor did we manage/Admin that instance of ServiceNow), it is possible that some sort of webhook was used (though I might be completely off). It is possible we could arrange a call with you and a couple of technical guys from my end to go through?

What are the options using the API, we need to use this method?

Hi Steve, Thank you. From what I understand from this Auto-Responder link you have sent is that it takes an incoming email and performs 'some' defined action. What was unclear from this, is if the action or Application (as highlighted below) can be the Service Manager? In other words, the email can be routed to create a ticket? Furthermore, if the above is true. Are there further configurable options to auto-close, etc.? Regards, Hiten

Hi Steve, Apologies, I did not see this reply, didn't get an email. We were using ServiceNow as medium, which would get the Azure alerts and email them to us on a different email address. This method has gone away now and so we are looking to get setup something more native into Hornbill. Can you please tell me more about the Auto Responder? Regards, Hiten

Good morning @artan, I understand that you are our new Account Manager (previously Andre). We are trying to investigate and looking to implement a means to take some alerts from our Azure Portal and have them directly log a ticket in to Hornbill for our Support team to investigate, etc. We understand that this is a capability you have now available and from searching around the Hornbill Community I cannot find anything totally related to what we are tying to achieve here, but seems this thread is the closet. Can you please advise what is possible and how we can achieve this? Regards, Hiten

Hi Steve, Thank you, I will give that a try! Cheers, Hiten