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Deen last won the day on August 20

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About Deen

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  1. @Joyce it is unlikely to be related if you have been experiencing a problem since yesterday. I would suggest logging a request with Support.
  2. Our infrastructure team have addressed the issue. Please follow https://status.hornbill.com/ which lists the root cause analysis for this disruption. We apologise for any inconvenience caused.
  3. @Richie we've raised this internally, but currently do not have confirmation if or when these features could be added. I see no reason why they couldn't though and will update this post when we know more.
  4. @Nikolaj was not simply create and share a view with the Helpdesk team. From your screenshot above simply select All Calls and then Add New to configure a view that matches the search parameters.
  5. @Alisha currently not possible, but I've tagged this as a possible enhancement.
  6. The latest Collaboration release should now contain the missing font. I have verified Calibri can now be selected.
  7. For anyone affected, it may be the case that the issue only occurs if the customer replies to a post on the timeline. If the customer creates a new post to the timeline the request is taken off hold as expected. Can you confirm if this is also the case for yourselves?
  8. @Axel.Pagaddu From Home > System > Data > Data Import Configurations have a look to see if there is an LDAP import specified. If there is you will need to ensure that it is set up correctly. There is a guide here that will get you up to speed on using the utility: https://wiki.hornbill.com/index.php/LDAP_User_Import Deen
  9. @AndyHill do the emails reside in the deleted items folder in the mailbox? It might be the case that the emails have been manually moved at some point which has then caused issues when viewed from the request.
  10. @Jack_Podmore our developers have confirmed there is an issue here. They have updated the font list from the Compose option and this should appear in the next build although I currently do not have a release date for this.
  11. @Jack_Podmore apologies. I'll follow up and have an update for you tomorrow.
  12. @GSM it would be worth familiarising yourself with our BPM related documentation here: https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow Via the BP editor if you can locate the BP used by your Service Requests compare it to the Incident BP. That will probably have a Resolution\Closure stage and will be configured to generate an email on closure. You would need to compare that to what you have for Service Requests.
  13. @Haroon this doesn't seem possible from what I can see. Perhaps something the development team can consider as a future enhancement.
  14. @AndyHill does this happen consistently for certain emails or does trying again allow you to view the email in question?
  15. There is the possibility that it is caching the visibility status of the previous update if two updates are done in quick succession. I'll discuss this internally and see if I can replicate.
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