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Found 8 results

  1. This was working fine until this weekend without any changes that I am aware of. The BPM issue is a follows "Status : Failed Last Updated On : 09 Nov 2020 08:57:56 Xmlmc method invocation failed for BPM invocation node 's1/flowcode-b0352867-2f33-4f4c-804e-b6b6d6a26918': <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>notifyEmailCustomer</operation> <error>FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailCustomer): nodeName: Exception;
  2. Hi, when Customer replies to an email sent by Analyst from the Request in Hornbill - it appears on a Timeline as "System AutoResponder". There is an option/button called "Reply". When I click on it I got @System AutoResponder as a recipient. As a result - should the Customer get an email or notification only? See the picture. Thanks, Daniel
  3. in the example below the autoresponder has correctly processed with an email rule routing and the email has been added to the request, but it is visible only for the team, how can i change this default behaviour to customer instead I was trying with the settings "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility" but I don't think is the right one
  4. When there are routing rules configured to process an email to raise a request or update a request, there are occasions when these actions are not performed. There are a number of possible reasons why this occurs. Firstly there has to be a routing rule configured in admin tool that will match the email properties (as configured in the rule expression) and the routing rules must be enabled (turned ON) The email sender does not exist in the system either as a co-worker/internal user or a contact/external user. In this scenario, one reason why the email fails to be processed by the routing
  5. Hi all, I have setup a rule to automatically update requests when an e-mail is received. It seems to be working fine but sometimes it does not and I don't understand why... Here is the rule setup: The email address in the rule expression is the correct one. But for example, the following e-mail was not processed properly: For information, at the time the email was received, the request was still opened. Also, when I run the regexp it works perfectly as the request number gets properly extracted from the subject. I also did some test using my personal gmail
  6. Hi, Just a small one, but a bit strange. The email address that tickets have been sent by has changed from: Request has been logged from Email by: System AutoResponder To: Request has been logged from Email by: System Initialization This isn't a big deal, but we'd like to know how it changed, as we had some reports configured to pick this detail up.
  7. Hello, We've noticed that replies to a Request apply to the Request's Timeline as an update made by "System AutoResponder". The default Visibility for these Timeline updates appears to be "Customer" which means the Request Customer can see any / all replies to the Request. This is an issue for us. For Audit/ tracking purposes we try to send all of our email from the Request, (i.e. if we need to email a 3rd Party we'll do it from the Request so we've a log of what was said) however we don't always want this visible to the customer. Can we have the ability to change the defau
  8. James I've taken your advice and posted this as a separate topic I'll look at the routing rules both in Hornbill and Exchange, but fundamental I don't agree with the way Service Manager deals with team notifications. I understand the reason for having it (a ticket has no owner, a customer update needs to be seen), but it should be configurable to either: Sent to all team (and sub team members) as it currently does - I don't like this, as nobody takes ownership. And may not be relevant to the sub teams. Ticket timeline gets updated with out of office responses from analysts in the te
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