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Found 166 results

  1. Afternoon, As part of a process i'm building we suspend a ticket, wait for request email: However once the email has been received into the ticket, the process is not starting up again, it should the move the ticket to open. However that is not happening? Am i assuming the node does something it doesn't or is there a issue? If this isn't the node to use to start the process up again could someone please point me in the right direction? Many thanks Hayley
  2. Hi All So we have 3 separate mailboxes all feeding into the one instance of Hornbill (we are currently comprised of 3 different Active Directorys / mailboxes until we become one entity at some point in the future). I have setup full access to each of these mailboxes, and granted this access to myself. However, when checking this function out, I can only get emails to generate if I set the mailbox to my local mailbox, but when setting it to 'Auto' I am getting the below error. Can anyone advise what I may be missing, as I am sure it is just a configuration issue somewhere ? We will need to have this set as 'Auto' due to the setup of our AD / Emails / teams at the moment, so it needs to work so that any of our analysts from each AD can access the request and send an email from their own local mailbox. In effect we will have 3 1st line teams, 3 2nd line teams etc until we have one common AD and Email. Many thanks
  3. Afternoon all, I am doing a piece of work where we would like a ticket to go on hold waiting a updated email. But then depending on the subject of the email it will do 1 of a few things? So if the email is asking for more information for example it will put the ticket back to open and let the service desk know it needs more info. If the email is advising that the ticket has been logged in the suppliers system it will leave the ticket as it is. If the email is advising that the ticket is resolved it will close the ticket at our end. How would i build a process that follows these paths depending on the email subject for example? I know you can put rooting rule templates in but will this transfer to the ticket? H
  4. I have managed to set up an email routing rule that will raise a service request for any email sent to change@... The idea is for staff to raise a change request using a word change request form which will be stored in SharePoint and reviewed. If a change is authorised then a change will be raised in Hornbill and follow that BPM. The problem I have is that the word attachment gets removed when the ticket is raised in service manager All help appreciated - or recommendation on how you deal with Change Management that isn't just IT related.
  5. Is there a way of emailing Human Tasks like an authorisation node? Ideally we would like the auto authorisation task to be able to have custom fields, so that the authorisor can choose an option from a drop down or list.... but we can't think of a way of achieving this with the current features available
  6. We have noticed that when sending an email to a Customer from a ticket, the status is missing: Does anyone get the same or know how to resolve it?
  7. Hello I would like to use the functionality of Activities in tickets, the process of setting them up seems simple enough the think I do want to know is the email notification part, How to I sent this up? Where does the template live? How do I assign the template to be used for Activity notifications?
  8. Hi all, Is there a way we can have an option per analyst and team to opt out of the email notifications? I have had to set them up for a couple of our teams as they are infrequent users of the system (or have so much work on that keeping on to of Service Manager isn't really an option). However this obviously means that everyone else is also getting the notifications. I have set them up for team and user assignment notifications but the service desk specifically are getting swamped with emails (from both alerts). If we could have a user / team setting to determine whether of not they want to receive them it would be a great help (and the faster the better as I am currently under fire from multiple directions!)
  9. When you get the authorisation email (as below), when you click authorise can the behaviour be changed to say something like 'This change has now been authorised' as currently, it takes you to the task where it just shows you the details again...suggesting that you need to complete the task as well as click the button in the email? For us, if they choose to Reject then it should go to the task as they need to input why it is being rejected.
  10. We'd like to request an enhancement to the visibility of the email updates from customers on the timeline. Currently the visibility shows 'email update' and customer name. It's not visually clear when a customer adds a cc'd email address. If there are no screenshots/attachments it's not necessary for our team to view the email. However, it's wasteful to check each email update in anticipation that another person was cc'd/included. We'd like the timeline to have a clear visual when others are added, to ensure we reply to all appropriate customers. In the screenshot below the customer, Bailey, added 4 people to the email. It's not easy to identify this with the current visibility:
  11. When a request is updated via email and the System AutoResponder adds the email to the request, is there a way of taking the request off hold automatically. We have this when we updated a request manually via email and an analyst applies an email to it then it auto takes the request off hold.
  12. Is it possible to search for emails and then select multiple ones to be deleted? We've had a play around and can't seem to work it out. We have a lot of Undelivered Mail emails every morning and would like to be able to search for them and get rid of them in one go, rather than scrolling through the inbox. Any advice appreciated,
  13. We are finding that when logging emails the attachments are not adding to the request, they are viewable by looking at the original email, but they used to appear in the attachments section of the request but it appears that this is no longer working?
  14. Hi, When we used to raise requests from email it would automatically add any attached files to the call. (This is going back quite some time now) But now we are only able to attach files to the request by either applying an email to an existing request or by applying files that we have downloaded. Is there a setting that we can change so that it will attach files when raising requests again or is this no longer possible? Thanks
  15. So we are experiencing this issue, when we log jobs we have the option to Log & Resolve there the analyst types the resolution the business process then sends this to the customer and resolves the job. However, the process is picking up the below resolution text (The request has been resolved by the Business Process Engine) that has not been set by us and is being picked up from somewhere, does anyone know where this text is held? On 99% of requests logged like this, the text that is entered when logging is sent to the customer. In my example below this is what the analyst has typed and the above was sent when it should have been this: I can't find a logical reason that this is not working as designed. Below is an excerpt from the BPM Resolution Text node:
  16. Hi, Two of our helpdesk staff are having problems sending emails from tickets this morning but I don't seem to be affected The email section is opening up ok and they can type the email but when they click to send it just comes up with the Hornbill rotating logo and doesn't send Could this be related to the other email issues being reported this morning after the overnight upgrade to build 2975. thanks, Pete
  17. Hi All, Since the recent update which changed the functionality of the emails back to the original state, it appears that we have been having errors occur when sending emails out from within requests. After automating a lot of the processes for the Service desk emails we haven't been cheeking the inbox as often and have only just noticed this is happening. When sending the email from within the request is gives the confirmation the email has been sent but we don't know its failed without going in and checking. I am unable to currently find any reason these would be failing and System Engineers here are unable to see the emails leaving the Servicedesk@xxxxxxxx Outbox. Any Help would be appreciated, Josh
  18. Hi Is there a setting that enables any linked customers (via the "Connections" tab) to be emailed when the request is resolved? It would be helpful to have a setting to enable which allows either impacted AND/OR interested customers to be emailed when the request is resolved. Thanks Lauren
  19. The introduction of Auto Save on the request Update action and posts has been a great help and saving of time (as well as frustration ). Can this be extended to the Email Action, as I often find myself losing the partially typed emails, as I have had to refer to an email on the timeline and forgot to open it in a new tab when clicking on the 'View Email' option. Cheers Martyn
  20. Is there a way to store more than 1 email address against a customer, we have some that have two email address (one is an alias) but we are finding that we are creating contact accounts as well as customer accounts that are created automatically via an upload.
  21. We have a problem with two of our folders in the email function of Service Manager. We setup an auto responder, but due to issues with what the system that was sending the alerts that we wanted to log, we've ended up with 377,000 emails in our Deleted and Sent Items folder. I can't empty the folders as it loses connection, but I can move the emails in batches of 500 to another folder and empty that folder. Is there any way to select larger batches of email or is it a case of opening a ticket to have it cleared?
  22. When selecting the 3 dots on an update in a request there are a lot of options that are available, can one be added to email that update to the customer? For example, we update jobs with emails and updates which we would like to ability to forward these within an email template to others etc, but for this to be recorded in the request.
  23. Hi, We're trying to configure a role that applies to our IT Department's mailbox. We would like most of the teams within IT to be able to send from the mailbox and view emails (and associated attachments) from requests. We don't however want them to be able to access the mailbox. I have tested the rights on the roles and cannot find a way in which the above is possible. I've currently configured it as below - but this means that analysts cannot view emails/attachments from requests. Is anyone able to advise how I can achieve this? Thanks Lauren
  24. Hello there, I have been asked by some people in the team to investigate whether or not its possible to have email notifications when a call is place out of hold either automatically / manually against the person assigned to the call? I have these currently set: But it's not specific to certain things such as calls coming off hold. This is all the users wish to have really. I propose expanding the user Profile 'Notification' area to allow users to turn on/off what they would like to be notified on (more specific than we have currently) and a check box for them to decide whether they wish to be notified via email. For new users, the above settings could be defaulted, it's up to them to change it as necessary. Thanks, Samuel
  25. There seems to be an issue on our instances where the connection option for Interested and Impacted are not appearing in the email 'Connections' drop down. Only 'All Connections' appears, irrespective of the classification of connections. I have logged in and out, as well as on different machine, to check it is not a cache issue. Plus this has been replicated by other users as well. Is this an known issues or something specific to our instance? Cheers Martyn
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