dwalby

Thanks @Dan Munns will check this out

Hi all, Currently when we e-mail a user then place the call on hold, it comes off hold if the user's email out of office autoresponse is turned on. Is it possible to prevent automatic out of office responses from taking requests off-hold? Thanks in advance!

@Keith I see, I have the auto-close workflow in place and working already, although in my case they only get the resolution e-mail prompting them it'll close in 7 days if no response. Like you say, what I'm looking for is slightly different. The scenario I'm referring to is when we're awaiting further information from a customer, or confirmation a fix has worked, whilst the request is still in an open status. Currently we're manually e-mailing the customer, then manually placing the request on-hold whilst awaiting their response. This can often mean requests are on-hold for long periods of time whilst we await an update from the customer. I want to be able to place the call on hold pending their response, then send 3 chase e-mails before the call automatically resolves/closes. Rather than the analysts having to manually chase customers themselves.

Yes it would be.

Thanks for the suggestion @Pamela but I'm talking about requests that are already logged, therefore making any changes to the BPM wouldn't take affect. Is there another way to bulk e-mail them?

@Keith - Thanks for this (sorry for the late reply!). Just so I understand the logic. Presumably when an analyst e-mails or speaks with a customer and agrees to the put the call on-hold, the analyst uses the e-mail function then manually changes the sub-status to "Awaiting Customer Response" (Or similar) at which point the "Await Status Change" node kicks in that expires after a set number of days, then fires a chase e-mail? With regards to your chase e-mail, does this contain the message from the original e-mail but also explain the 3-strike rule?

Hi all, We have a number of lingering requests in Hornbill over 1 month old. If possible I'd like to send a bulk e-mail to the customers of the requests over 1 month old asking whether they still require assistance, then progress/resolve/close according to their response. If no response received then we'd resolve/close after 7 days. Is there a way this can be done? Thanks

Is there any update on this or possibility for future development? We're struggling with creating useful FAQs and known errors without screenshots/ images.

They're internal users, synchronized from our Active Directory.

@Victor - Weirdly this doesn't appear to have worked... Testing the template returned: Hi {{Customer Contact.H_firstname}}, I double checked the BPM and the e-mail is definitely triggering after the customer of the request is determined. I've also checked the customer record to ensure their first name is appearing. Any ideas?

Thanks @Lyonel they look great! I'll need to experiment a little with creating the tables like you have as I think that's a great way to add clarity to the e-mail and it's purpose. Interested to see if anyone else has any examples

Thanks @Victor

Hi all, Just wondered if anyone would be willing to share their e-mail templates for: Request logged Request e-mail update Request resolved We've got some in place already but I just wanted to get a feel for how others have got them setup with formatting, variables, etc. in order to increase customer engagement and response. Thanks in advance

Hi all, I'm looking to create a report which monitors analyst activity and actions within Service Manager - ideally this would capture all actions undertaken by an analyst including: Updating requests Resolving request E-mail action within a request Changing request statuses Mailbox administration (raising requests, replying, deleting, etc.) Any assistance on creating this would be greatly appreciated. Thanks in advance

Hi @Stephen.whittle - unfortunately not yet. It's definitely something I need to invest some time in though!

We're currently in the process of designing a performance metric for customer satisfaction, so utilizing the Customer Feedback feature seems an obvious place to start. I understand that currently customers can provide feedback by going to the self-service portal, but is it possible to implement the capability to submit feedback directly from the resolution e-mail? I've seen this with 3rd party support teams I liaise with, see example below from Mimecast: @SJEaton did you have much success enhancing your e-mail templates and encouraging customer feedback?

@Martyn Houghton I still need to look into this. I don't suppose you know how to automatically re-assign tasks to the new owner when the owner changes?

Hi all, As the title suggests, what's the variable for customer first name within e-mail templates? Thanks in advance

@Victor - Thanks for the reply, they're raised manually.

Hi all, I've noticed sometimes when we're raising requests from e-mails the images within the e-mail aren't pulled through as attachments within the request. I think the problem is because Hornbill isn't interpreting the image correctly. Strangely, when right-clicking the image in the E-mail view and selecting Save image as it shows a file type of cafs_raw%2Ffs_mail%2F835127ca0e61b991d6cf21acb1db21a1f728964a.data%3Ftoken%3DqQkDP4mf1we7Fk-kz8JVVDL6MEnkAlcU9y1aHDVMd0J5Hh7-BY6DccKnMFUKc9TcXy-9N9BHJQWBeTclNwHGcDUCrDHkrsiUDNvX6O5v7g0kPgWh9B0Mu11rGWzjLgqdVaUF86tv Yet when I forwarded the e-mail to myself and attempt to save it shows as a .png file. Anyone else had this or know a solution?

@Victor well I guess stupid because I chose to use iBridge over the native 'Automated Task' functionality. I've got it working now so wouldn't want you to waste your time looking too much into it at this stage.

Just to update on this. I was being stupid! For some reason I was using the iBridge node to raise a request, I changed this to an Automated Task and it now works fine.

@Martyn Houghton - Where is the Advanced Request Task Completer role? I can't find it I presuming this allows analysts other than the owner of the activity to complete it?

Hi all, I've setup a BPM, which has an iBridge node to 'Log new Request', within the 'Request Parameters' I've set the 'Description' to: New Skype for Business telephony number required for &[global["flowcode"]["customer"]] When the request gets logged however, it's showing: New Skype for Business telephony number required for undefined Any ideas why this might be?

+1 for this