JanS2000

Hi, could anyone advise how I make an enhancement request?

Morning, I raised a support ticket, but I've just been advised the following: "Our team have investigated and we can confirm that the timeline updates are being sent from the guest.app.requests.notification.emailMailbox configuration setting and the default mailbox set in the service is not being considered for these updates specifically. The team have advised that fort this to be changed an Enhancement request will need to be completed on the forums." I find it strange that this hasn't already been considered and wonder if other orgs that use more than one mailbox don't realise this. How do I submit an enhancement request for it? @Steve Giller

Thanks Steve, I'm sure you're right re the version. I'll raise a request as I don't want to mess things up trying to do this myself, thanks for your help.

Thanks @Steve Giller. I've had a look at the instructions but I don't really understand it to be honest. I didn't set this up originally, it was done as part of our onboarding by Hornbill. I'll have to see if I can find any records of what was done and where it will run from, as I've no idea.

Morning We had reports from a number of new starters that they're not able to access the self service portal, so I checked and found that since early October, none of our new users have been assigned the Basic User and Self Service User roles (users are auto-created in Hornbill via user import/sync with AD). I've had to manually add the roles to all the new starters set up since around 5th October, which is something I've never needed to do since we started using Hornbill a couple of years ago. Has anyone else experienced this issue, and if so, how did you overcome it? Thanks.

Morning @Steve Giller and @Victor, I'm just jumping on this old post as we're in the same position with requests and faults logged via email - our stats look like we respond 100% of the time within SLA, which isn't accurate, and we'll soon start sharing our reports with the rest of the org, so I need to find a way around this to ensure accuracy. Did "email arrival time" ever get added and if so, what's the best way to use it? If it's not available I'll run the suggestions for setting an initial default SLA followed by a node to review this once the response has been marked, but I'm not sure if my managers will go for that.

I'll raise a support ticket for this.

Morning @Steve Giller, Happy New Year! Yes, they do all have the correct rights as far as I can tell. When using the email function within a request, that goes from the new mailbox fine and all other email updates generated in the life span of a request work, it's just the timeline updates that aren't going from the right one.

Morning, and Merry Christmas! We recently set up a new shared mailbox for another department that's coming on board, and during testing, updates made on a request are generating the customer timeline update email, but it's sending them "from" the wrong shared mailbox. The service has the right mailbox set as default, and all other emails, including the assigned to analyst email, goes from the new one as expected. I wondered if anyone else had had a similar issue at all and if so, how it was resolved. Thanks Janet

Hi, this is something I'm interested in as well. We're just bringing another service area into Hornbill but we'll need to run reports and capture customer feedback per service domain.

Thanks James, that would be brilliant. I'll send it over soon.

I wondered that, but this is happening seemingly randomly, and other calls using the same version of the workflow set the FTF correctly. It does seem to be bypassing it but I don't know why, I've exported the filter to try and find commonalities but drawing a blank so far.

Thanks Steve, I've read through the guidance already. The calls this has happened on were resolved, so would have expected them to have either met or not met.

Hi, we have the first time fix node on our Incident BPM, but I've noticed that we have many many incidents that show the FTF as "not set", instead of Not Met or Met. These all use the same BP as others that show whether we did meet FTF or not. What scenarios would result in a "not set" result? I can't figure it out and have compared a number of the various tickets this has happened to, but can't find any common features. Some of them should fall into either not met or met. I've struggled to find any info on FTF and so not sure if something on our set up is wrong and everyone else's works as expected. Any advice or guidance on this would be appreciated, thanks. If needed, I can log a call with support if it is likely to be a problem on our instance or in the workflow.

Being able to change these 3 fields would be very handy, as it is I've got to manually update hundreds of items that weren't set correctly when they were first uploaded. It would also be good to be able to add finance info such as Purchase order number, cost and order date, but those are just nice to have and if we were forced to choose, I'd go with the above suggested by Martin.

I've just started using the preview today as I've been off, but I do have to keep going back to the original version for applying emails to calls and raising them. I know this will get sorted though so not worried. I've asked some colleagues to test it and feed back any issues and will post on here if there's anything that hasn't already been picked up.

Thanks @Steve Giller!

Ah right, thanks @Steve Giller, that's good to know. We do have a user import set up, I wondered if it would be this, but because the user account is disabled in AD I discounted it.

Morning, I've noticed this week that an archived user (full user) keeps being made active each day when I log into Hornbill. I've set it to archived 3 times so far, and saved the change. Other users who've been archived stay archived, they're all basic users. Should I do something different for a full user? I've reallocated all tasks/calls that had been assigned to this person already. Thanks.

Thanks @James Ainsworth!

Hello again @James Ainsworth, I've changed those fields to not require a value and put some descriptive text in to prompt people to complete these fields when submitting them manually or via the portal. I've tested it and this now works so hopefully this will do for now, thanks for your help again

Hi @James Ainsworth, yes both the summary and detail fields are in the data capture and are mandatory fields, so as when users fill the form in on the portal, they have to put something in, so then we have to when raising calls ourselves, either manually or from email, so these fields can't be skipped. I've noticed that whatever we put in when we pick up the ticket (we just put a brief description) - it's just showing what we put in manually. Is the way to resolve this to change these from mandatory fields and then leave them blank when we raise from email? Thanks so much for your help and explaining what could have caused this. I thought I was losing my marbles

Hi @James Ainsworth, yes the data capture does use the summary and details fields so I won't be able to do this will I? I'm so confused with this, it worked for me until a couple of weeks ago. I've added a Hornbill automation node in the BPM right at the start. I'm not sure if I've done something wrong with that maybe...

Thanks @James Ainsworth, I'll give it a go

Thanks @James Ainsworth, the setting is blank which I presume it has been since we started using Hornbill (I haven't changed it and nobody else does any of the admin). The intelligent capture for our standard requests just has the data capture form, and not the request info bit you've mentioned, but it still brought the info through. Could this have been a fault or anomaly that's been "fixed" with one of the recent updates? If so, if I add the request detail node into the intelligent capture, would I put this before or after the data capture node?