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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @Tina.Lapere We use Office365 for one of our mailboxes fine and we also use an internally hosted mailbox Exchange mail box for another. On the later we had to enable connection from the Hornbill's fixed external IP Address through firewall on port 993 from incoming IMAP4 connections and port 587 from the SMTP. On the former as both the mailbox and the system as hosted, so there should be no need for any user configurable firewall between them. Cheers Martyn
  2. Martyn Houghton
    @Lyonel I think this might be a different issue. That error normally indicates that you have invalid characters, mine where always spaces, in the form id of one of your custom forms. It could be with the changes to the Admin Tool, that the validation criteria has changed in someway, which is why the error disappeared and then came back. Cheers Martyn
  3. Martyn Houghton
    @samwoo @James Ainsworth As James states we have the same issues and at the moment we have mitigated this via permissions so only allowing certain people to have access to certain mailboxes, however for those who do need access to multiple mailboxes, they do have to be careful when sending emails and mistakes do happen. The problem is that when the customer replies to the email from the wrong mailbox it then comes into the wrong mailbox/team,so the issue is compounded. We did raise the idea of having a default mailbox per Service on the post below. Cheers Martyn
  4. Martyn Houghton
    @NeilWJ Thanks for the update. I hang fire making my changes and await the change to the admin tool. Cheers Martyn
  5. Martyn Houghton
    @NeilWJ @Daniel Dekel Thanks. let me know if you do need any further information. Cheers Martyn
  6. Martyn Houghton
    We have an existing progressive capture which has not been updated for several months, which is valid, active and operational. When I make a copy of this to test some proposed changes, but make no change at all and attempt to save/activate it reports an error referencing an issue with the Sortby function on a dynamic drop down field. I suspect the issue has been introduced by the enhancement for the sort order on dynamic drop down list using simple lists as the source. I have quite a lot of custom forms in the PC, so is it a matter of just opening up each node to refresh it or do I need to go into each dynamic drop down field to set/reset a sort order to resolve this issue? When I go into a field the sort order is displayed, but I presume this is just defaulting in the UI and the underlying value prior to going into the form is empty so the PC will not pass validation until it is populated. Cheers Martyn
  7. Martyn Houghton
    As per my colleague @Martin.bowman mentions, we are using a large volume of notifications, to avoid the generation of emails, either automatically or manually. We want to keep the focus and communications flow within the tool as much as possible. Having to switch out to use email to check on updates/notifications from the system is counter productive and potential means actions are undertaken outside of the system, then potentially not being recorded. As well as the ability to filter/group on the current notification tab, it would be good to have a similar facility to the new Activities screens under home where you can view it as detailed list, baord and calendar view. The detailed list would be the most useful as you could filter sort them appropriately. Cheers Martyn
  8. Martyn Houghton
    Do you get the same warning if you log directly into the admin tool, admin.hornbill.com/<your instance>? I thought the licensing system was supposed to 'Archive' you oldest, i.e. old last login date, so this did not happen. Cheers Martyn
  9. Martyn Houghton
    We are also getting the same symptoms on our Live Customer Portal as well. If you search by a full request ID it will complete the search, but if you enter a free text search item, it will not complete and end with the same error 'Could not connect to server (Error code: -1). Cheers Martyn
  10. Martyn Houghton
    James Thanks for the update. Is there any plans to enable the BPM Workflow to copy with the re-opening of requests as well? Cheers Martyn
  11. Martyn Houghton
    We are seeing this error too, even though we have been on 2.30.5 - 817 since last Tuesday. As @samwoo indicates this it occurs even though you have only clicked on the action button once. Cheers Martyn
  12. Martyn Houghton
    Daniel Thanks for clarifying the cause and steps taken to avoid the issue in the future. Cheers Martyn
  13. Martyn Houghton
    @Daniel Dekel Thanks for the update. Indeed I am now able to set these up with only the Admin role. Cheers Martyn
  14. Martyn Houghton
    @cchana Will 2.32 also have the ability to turn off the option for the re-open incidents? Cheers Martyn
  15. Martyn Houghton
    @samwoo We have raised the issue about disabling the ability for customer to re-open their calls, on the basis that the workflow cannot currently cope with the re-opening of a request. In terms of the 'Its Working!' button this would this not need to be changed to just 'Close' as this would still need to be present in order to submit their comments? Ironically on the rating side we have the opposite requirement and want the customer to rate the incidents, but have not been promoting it with our customers due to the 'It's still broken'/Reopen action being present. In short I think all these options should be configurable within the applications settings, with separate sets for the customer and service portals, as I am sure we all have different combinations we will want to use. Cheers Martyn
  16. Martyn Houghton
    Ralf We too have started getting these errors this morning as well, so wondering if there is a wider platform issue, as we have not applied an update to Service Manager since 2.30.5 which was last Tuesday. Have you logged an request direct with Hornbill Support via https://www.hornbill.com/request? Cheers Martyn
  17. Martyn Houghton
    @steven boardman Assigning an activity to a team is not an option for us given the volume of requests we go through and the person update the request is not in the same team, i..e. request is assign to an owner within the Document Management support team and it is a member of the 1st Tier who is updating the request to advise that the issue has been resolved following an 'Update Request' from email. Ownership of the activity needs to be with an individual not a team, but we require the ability for the request to be updated by others, namely our 1st Tier Team or members of the same support team. We have tried to look at how we can cope with this in the workflow itself but that has no awareness of who is undertaking the update/activity on the request, hence the relates forum post below. This is possible by granting service desk admin role, but do not want to give all these rights to the other team members. I have a further look at the permissions on the role and there does not appear to be anything speicific to the ability to update and change activities for which you are not an owner. Cheers Martyn
  18. Martyn Houghton
    James We are using change requests for a number of different purposes and services hence our related request about catalog items for Change Request so different Progressive Captures can be used. In the cases of where we wish to capture the schedule in the progressive capture, these relate to Internal Change Request being created as part of the investigation and resolution of incidents on our hosted system, where we need to raise requests to authorise actions such as restarting services, change config files. The idea is that the analyst sets the scheduled time they want to undertake the change, which is then either accepted or altered as part of the Change Request workflow Cheers Martyn
  19. Martyn Houghton
    @chriscorcoran @DanielRi This is also an issue for us where we have a growing list of attachments when the incident is updated using the mailbox 'Apply to Request' option it used, with lots of unnecessary attachments from the images in peoples footers. Cheers Martyn
  20. Martyn Houghton
    Tina The list only shows active requests I believe, not those which have been closed. This is why you only have the two requests sitting at Resolved. Cheers Martyn
  21. Martyn Houghton
    Miro Thanks for the quick response. I have now found the screen thanks to your post, but I think there may be something we need to setup as the drop down boxes are all empty. Cheers Martyn
  22. Martyn Houghton
    @cchana Thanks I keep an eye out for the release announcement.
  23. Martyn Houghton
    I try to work our how you award achievements to uses in Hornbill. I tried looking on the Wiki and the Forum, but there does not seem to be any details on how they are awarded. I sure I am probably missing something simply here but if you can point me in the right direction. Cheers Martyn
  24. Martyn Houghton
    @Ryan Thanks. I presume from the name conventions that this applies more than just the request details section update operation? Will this change the initial setting displayed when doing an update or email on a request to the setting value, i.e. Team? Cheers Martyn
  25. Martyn Houghton
    @cchana Thanks for the quick response. I presume though this is not visible to the customer via the portal, so they only see the sort basic description if the visibility is set to Customer? Cheers Martyn
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