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  1. We are trying to create an email using HTML in the source function, but when we copy and paste in some HTML and save it, the resulting email gets sent as 'Null'. When you then go back into the template it is blank. Is Hornbill capable of sending HTML emails?
  2. We are interested in using this node for a specific type of authorisation, but we wondered if we can change the Hornbill logo with in the email? As we have guidelines about internal and external communications, that would mean that at the least we would like to change this logo (circled in Red) if possible. Is there somewhere in the admin panel where we can update this to point to our logo?
  3. When using the Email Snippet option, if it opens near the bottom of the window, it does not then scroll up with the rest of the windows, but remain stuck at the bottom. Then scroll the page Cheers Martyn
  4. Went to the list today and wanted to sort it by most recently updated. Problem - no dates! When will this be fixed please? https://live.hornbill.com/[instance ID]/admin/platform/email/templates/
  5. When we try to save emails as PDFs it cuts off at one page and we can't save the whole message, please can this be looked into? We have tried in Chrome and Firefox but in both they stop after one page.
  6. So we have some URLs in email templates: But when you see the actual email there are adding an extra character > to the link rendering it useless and giving 404 errors. Please can we have some help to work out what is happening?
  7. Can we raise an enhancement request to have the ability to set the 'Email From' address when using the 'Request Connections' 'Email Connections' node. The 'From Email' option is available on other Request Email nodes. Cheers Martyn
  8. Can we raise an enhancement request to be able to trigger an Auto Task from a Routing Rule, including the ability to pass in the details of the email and the request reference matched by the rule. This will allow increase the flexibility and capability of Routing Rules. Cheers Martyn
  9. So we have noticed that there is a slider in the section where you set up the rules for your mailboxes within Service Manager and wondered what it does as we notice that ours is 'off' but should it be 'on'? As an FYI we don't think that we have ever seen this before today and certainly have not changed its status recently.
  10. I was wondering if after an email is logged is there a way to interrogate the source email to take out some information and place into a custom field. Example email: Dear Officer, Please can help me do a thing username: xxxxxxxxxx Kind Regards Jon Is there a way to grab the x's so that we can get the username and then put that username into a custom field within the request?
  11. Building on Samuel requirement we would like to make further and more extensive use of the Bulletins to engage with our customers (external though would equally apply to internal contacts) to get them to log into the customer portal for information and updates, not just to log/update requests. To this end it would be useful for customers to be able to enable notifications per service, so that when a new bulletin is added (or edited) those customer who are subscribers of the service and have enabled notifications for he service are sent a email with summary information and link back to the full bullentin in the portal. It would also be useful to have to have the ability to add a more detailed description to the bulletin as well as the text displayed as part of the image banner, which is then visible on a Bulletin tab within the service. The tab could list all the current published bullentins for that service and allow them to sort/filter them, then clicking on the ones they want to read in more detail which would then display the more detailed description. Also similarly to 'All My Requests', there would also be 'All My Bulletins' options as well to display the bullentins tab, listing them for all subscribed services with the added ability to sort/filter by service(s). Our aim is to get the customers to use the portal as a resource and somewhere they regularly log into, not just when they have a problem. Cheers Martyn
  12. Is it possible to look into whether we can include previous emails in the 'email updates' that we send to customers as sometimes this is useful so that people get the whole conversation we have several users that are copying and pasting in previous emails so that the customer is aware of the next steps etc.
  13. In the new admin panel if you try to change any email templates it does not allow you to save the changes, I have had to use the old admin.hornbill.com route to update these templates. Please can this be looked into promptly as we need to make adjustments fairly regularly
  14. We have set up a rule to ensure emails sent to the given mailbox only raise requests if received from our partners in LB redbridge. All other incoming mail to that mailbox remains in the InBox and is triaged by the team concerned. The rule below also excludes most generic emails addresses as these tend not to have the firstname.lastname format. mailbox='psprocure' and fromAddress LIKE '%.%@redbridge.gov.uk%' However, there is one generic email address often used by Redbridge that does have a firstname.lastname format: Customer.CC@redbridge.gov.uk Is there an expression we can use in the rule to exclude this specific address please? We don't need to block the address, just don't want it to raise requests.
  15. Is there a way to output the questions that are completed in PCF nicely, we want to output the questions into an email or the description of the request easily. I know this is replicating the Questions sections but we find a lot easier in the description as we can email this to the customer as confirmation as well as being able to overwrite the information if it changes. I guess we are looking for something like 'h_questions' to output the list of questions and answers that the customer has completed.....is this possible?
  16. Hi all, This is a bit of a strange request. But I was wondering if if an email matched a specific set of rules, i.e sender address and subject that it would allow a ticket to be resolved if the rules matched configured in the business process engine? My reasoning for this is we have a need in IT to vet computer room access to ensure the person or persons requesting access have carried out the right training, aware of IT Security Polices etc. Then assuming all checks pass it will go to another part of the business to eventually provide that person or persons requiring access. I will be configuring that to send an email to that part of the business with the summary description and custom fields injected into an email so they can carry out the access request, knowing that the receipt of that email means the person or persons requiring access have been vetted and the right procedures have been followed. That part of the business doesn't have a need as of yet for Hornbill Agent access or a queue to manage their tickets. So in order for the ticket to capture the full audit trail and the end to end process, if the area of the business replies back to that email - saying access granted. Could that then engage the resolution node in the business process and ultimately resolve the ticket if subject and sender address is configured in the business process engine to allow that to happen? Any help or advice on this would be gratefully received. This isn't something we've needed to try and do until now. Kind Regards Adam
  17. In Service Manager, when one Views an email from the timeline, it opens the email in a separate browser tab. In that screen, there are several buttons relating to the email (reply, forward, etc.) and the Back button. This used to take you back to the request screen. Now it appears to do nothing. Is this now a redundant feature given that the request screen is already open in another tab?
  18. Can we raise an enhancement request to have a setting to control the rendering of HTML Href within emails when emails are used to log or applied to Service Manager Requests. The setting is to determine what element of the Href is rendered into the text used as part of the timeline updated, i.e. the 'link text' or the 'url' value. At the moment the email rendering to textual timeline inserts the whole 'url' and not the human intended 'link text'. With the introduction of new security features in Office 365 in the form of Safe Links in Microsoft Defender for Office 365, embedded 'url' for Href in emails are encoded in a very long url which redirect all links to via the Microsoft's Safe Links dynamic checking facility rather then the original source url. https://docs.microsoft.com/en-us/microsoft-365/security/office-365-security/atp-safe-links?view=o365-worldwide#:~:text=Safe Links scanning is enabled,Block the following URLs" list. As these links are very long and also do not represent the original embedded link in a human readable form, we would like the setting to be added so the Href 'link text' is inserted into the textual timeline and not the 'url'' content. Without these setting the timeline entry become blotted and unreadable very quickly. Cheers Martyn
  19. Hi, We've currently set up a routing rule on our instance which auto updates tickets based on a ticket ref being in the email subject. This is working fine but we have noticed that if the email that gets sent in has attachments on them the routing rule will attach the email to the ticket timeline but it strips out any attachments. Is there a setting to allow it to auto upload attachments when it updates the ticket or is it a bug in the current system? Thanks in advance, James
  20. Hi, When I schedule reports, within Administration area, to be emailed to our customers, rather than them receiving an email saying it is being sent from "ICT Department" (as they do when receiving notification of calls being raised although from a different mailbox), they see Hornbill as the Sender instead. Can there be the ability to change the sender name from Hornbill to something else e.g. ICT Department for webapp.view.usersPreferredMailbox? Thanks in advance.
  21. Can we get the customer's text into the AnalystCustomerUpdateRequestNotification template, so when they update via the portal the analyst can see the actual update rather than just a notification "Request SR00757055 which was assigned to you has been updated by the customer."
  22. We are unable to send an email from the request view, when selecting an attached through the 'Show Associated Files' option. We get the 'Failed to send the email as the file(s) that where uploaded cannot be located or were not successfully uploaded.' This appears to be another consequence of the recent platform file storage changes. Uploading the same attachment to the email directly rather than using the associated file route works fine. The reason we use the associated files route to to provide a means for the customer to also retrieve the attachment through the customer portal. Can this be looked at as soon as possible. Thanks. Martyn
  23. Looking for a way to stop Email updates from users from being applied to tickets? hoping they can just be put in the inbox for the pertaining mailbox? Or for a way that the updates would revert the tickets back to an "open" status instead of resolved.... Any ideas welcome! Josh
  24. I am unsure if what I can post due to security but our Hornbill inbox is receiving an email every minute with the subject "Hornbill ESP POP3 Read Failure" There was a problem reading mail from the POP3 account:
  25. Can I request an enhancement to the Email options held at a Service level, to enable the automatic inclusion of connections when opening the request 'Email Action'. Connections is a very useful facility, but is let down by the need to manually have to add the connection on to the email action each and every time you use it. This whole relies on the analyst remembering to add the connections, which with human error results in an inconsistent application. We would propose there is an options as below:- Impacted connections - option None, To, CC or BCC. Interested connections - option None, To, CC or BCC By having a setting a the Service level this can be controlled and set due to the particular needs of the the service, rather than a system wide setting. Having the options above give complete flexibility to fit different service desk needs. Cheers Martyn
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