Teresa Ward

my colleague will be raising the call as this is my last day at work before retiring!

I've tried scheduling this using different schedules and different publishing type but it doesn't produce a report - the log just says No Log Entries Found

My existing reports seem to be working OK but I can't get a new report to run on a scheduled date. It all looks as though it is going to work but it just doesn't produce a report. I can run the report using the play button and it produces the expected report, just not when I use the schedule action. I don't have a userprompt in my report, instead I have a set time period to extract data from

thanks Steve these users are external partners so not on our AD or Azure, I'll ask someone to check out the SQL import to see if we could use that

I'm using the usertemplate that you can get from the create new user option, see the included fields below, this will create users from the fields listed but we additionally want all these users to be in a particular organisation and to be able to add job descriptions. Crucially, all these accounts need to be 2FA enabled. This field is available when you create a user individually but not on this bulk upload form, we would just need to set it to email so they can get a verification code to logon using Hornbill Direct Login

thanks for tagging as an enhancement. We are imminently going to be uploading another 60 - 70 users so it would be great if we could get the extra fields added. We would need the following fields included as optional Organisation 2FA settings Job Description

I'd also be keen to be able to do this, seeing resolved calls is unnecessary for our day to day workload

Thanks @Stefania Tarantino I am considering this but I think the volume of calls may be too high, they would get 20-30 new calls a month. I'm also interested in this for audit purposes as we are regularly audited and the auditors need access to view the timeline but they shouldn't be updating any of the requests

I'm also interested in this, I'm thinking that we could set up a separate Direct login for viewing requests as they wouldn't need to do that on a continual basis. If we do this how can we restrict their rights to update? Is it also possible to restrict their view to only see calls raised by customers in a particular organisation?

+1 for this from us too please

we would also like to report against the FAQs and be able to report on specific customers who viewed/thumb up or down

I would find it very useful to have the columns that @Sam Phas suggested, I'm having the same problem of keeping track of reports as my list grows longer

I think that's what I've done, I've taken your suggestion but removed the body element as those emails don't have a reference number

I have this set up but it is not updating requests just sending all matched emails to the failure folder, what have I done wrong?

At the moment the requestupdate operation matches on reference, see below, could the expression be amended to include something along the lines of AND subject LIKE '%Automatic reply%' OR body LIKE '%Thank you for contacting the Property FM Helpdesk%' this would find most of our out of office messages. We could then send failures to the OOO folder the next rule would be this the current rule below - does that make sense? I don't know how to write the expression to join the regex match bit with the subject LIKE bit

I'm looking to do something similar, we'd like to be able to send an email to customers whose email does not get updated in a request. This can happen for a variety of reasons out of office reply to resolution email so call is closed and can't be updated customer emailing mailbox directly to log a call (we don't allow this) customer updating the subject and removing the ref number sending an email to these customers and moving the email out of the inbox would be very helpful. I've tried adding a rule for out of office replies for requests that are closed. Unfortunately I think as it has already failed the first rule for updating requests it doesn't apply. I'm not sure how to write the expression so that it applies the rule to requests that are closed which I could then have as first in the order of rules

+1 from me - we use snippets with links all the time and being able to format them as you can in an email would look much better for our customers

yes, that is another option - to save licences we could perhaps set up a contact to alert their shared mailbox and then they would need to login as that external contact to view the request, would save a bit of money if it works!

done

I would also find this useful In a request that reports lost/stolen equipment we'd like to be able to email information about the lost item to our data governance team (made up of basic users) to keep them informed of any possible data breach risks. There doesn't seem to be a way of doing this without adding individual names which of course change over time.

thanks, that makes sense. We had thought of connections but we'd have to add each member of the team and that would have to be amended as team members changed unless there is a more efficient way of doing it

thanks, it is working now for us

We also have the issue, we've tried resetting dark mode but get error message attached I can't find this setting anywhere on Hornbill

would this affect seeing charts on a view, my users can no longer see charts on shared views

In a request that reports lost/stolen equipment we have an asset node so that the customer can link their asset to the request. We'd like to be able to email that information out to our data governance people but I can't see a way of adding any asset details into an email. Our data governance team are not Hornbill analysts so can't view the call directly