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  1. 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:
  2. 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 -
  3. Hi, We're in the middle of a 30 day switch on, configuring direct outbound routing for email. Our Information Security have asked if Hornbill supports DKIM: https://en.wikipedia.org/wiki/DomainKeys_Identified_Mail If not, is this something that is being considered for the future? Many thanks, David
  4. 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?
  5. So I have a form with a lot of questions and I need to send these to a manager in an email and I can get the text to appear on new lines using: &#10 or &#13 In the request is looks nice: But in the email it shows the line returns...is there a way to remove these? I have tried \n \r <br> but they all do the same.....
  6. We have been asked about the email that are sent from Service Manager, it appears that when looking at the email there is a decrepancy between the HTML and plain text versions: HTML: Plain text version: The detail is missing, please can you let us know if we are doing something wrong or if a change needs to be made to the system?
  7. 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'
  8. Please can {{h_workaround}} be added to choose in email templates this would be very useful when emailing from problems, we currently map to a custom field in the BPM to allow us to include this in an email.
  9. When setting up a template how do you add a group here? Also is there a way to set a template as default so that it shows up when composing an email from the inbox?
  10. Good morning, Another day, another question . I am updating an incident via email (which works) however not all of the content of the email is being displayed. The total email length is 95 lines long, but you can only see the first 38 lines in the incident. I have copied and pasted the entire email in manually as an update and that saves/displays all of the content of the email. I have expanded out the email as much as possible. If I click the Open Post option, it opens a new tab and shows the same amount of data. The only way I can see the entire content of the email is by clicking the o
  11. Is there any way to force the Hornbill system to pull mail from the mailbox? We had an issue preventing the configured mailbox IMAP connection which has been resolved and the test shows success, but no mail is being pulled from mailbox to hornbill mailbox? Is there anywhere to see logs for mailbox activity?
  12. At the moment, when someone is a connection on an incident, we have the option to email them through the email tool. Is there a way that I can email people who have incidents that are linked to this ticket but not cc'd on it? Thanks James
  13. Hi, I am struggling to get the correct syntax relating to email routing rules. I have a few basic ones created and working, and it has just occurred to me that new tickets are being updated and created because I am not filtering out "out of the office" automated emails. I have taken the main rule [simply fromAddress != "x@y.co.uk"] that most of my tickets get created by and tried the following with no luck. Initially my rule was: fromAddress != "x@y.co.uk" and subject != '%out of the office%' But this didn't work. After a while, I deleted the first part to see if I had ma
  14. Is there a way of tracking what happened to an email in the system? We have the email in our 'deleted' folder but we have an automatic rule for logging these ones but it seems to have slipped through the net and wondered if we could work out why?
  15. Hello, I am trying to map an email template to pull through some custom text. Below is an example of the email template: and this is what comes through: Cuatom31 and 32 is set up correctly in the PCF but nothings is pulled through Also, how can i get the date field to just display the date in the UK format?
  16. 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;
  17. Hi, My company has multiple email domains, and unfortunately there is no universal standard as to which domain emails will come from. This means that only emails sent from the same email address that is setup on their user account automatically create an incident when they email the helpdesk. Is there a way I can create a Hornbill Automation that will pull the firstname and lastname out of the email address and manually check and update the contact details if they are not passed through from the Progressive Capture? Thanks james
  18. Hi, I have just realised that some of the emails that are being sent when an incidents status is changed by the end user are coming from the wrong (old and incorrect) email address and as a result are failing to send. The address that it is coming from is not set under Home -> System -> Email -> Shared Mailboxes I can see that they are failing because they are showing as such under Home -> System -> Email -> Direct Outbound and within the delivery status Ican see the originating address is incorrect. I can't see anywhere obvious that I have set within the
  19. At the moment you are not able to use the Email option when a request is on hold, but you are able to use the update option. Is this a configurable option, as there are quite often the requirement to generate an email from the request when it is on hold, even if it is to chase up the customer. In SupportWorks you can undertake a Call Update actions and email when the incident is any status other than closed. Cheers Martyn
  20. Hello, I was wondering if anyone had any ideas as to why the mail icon is showing with 1 email but when going into the mailbox there is none in the inbox. It has been like this for a few months but people have only just started to question it. Any help would be great, thanks.
  21. I was wondering if anyone can help, I have found a bit of a 'hole' in our process! When a request is in a resolved state, if a customer sends an email response to an 'update' email then this adds the update to request but the analyst doesn't see this as the job is resolved and this does not re-open the request therefore after 7 ish days the job closes with the follow up being missed. With 'closed' requests these emails are set not to apply and so our Service Desk can then decide the most appropriate action, can this be implemented for resolved requests?
  22. So one of our analysts send an email and wrote "this laptop is <4 years old" and this text after the < got removed from the email. My example is that if you type this: This gets sent: We got around it by typing "less than 4 years" just wanted to let you know. In the template view of sending emails the result is this:
  23. So today we have a request that we can email from but the email says that it 'fails to send' but then does eventually and there is nothing entered into the timeline and so we are getting very confused. Has anyone seen this before?
  24. Is there a way where we can associate more than one email address to a user? we have a part of the business which we purchased recently which we have just imported into Hornbill. They uses an R&R email address for SSO (this imports them into Hornbill), but when they reply to emails from the system, they send from their other email address which is not linked to their account and the email sits in the mailbox waiting for us to manually process. is there any option to associate more than one email address to a user?
  25. When using the 'basic view' of sending an email, would it be possible to add the text formatter to allow us to be able to bold, underline text etc? We have tried various things to no avail as wiki markup etc is not supported when sending emails like this, again like the recent post for resolving emails can these be a 'rich text editor'
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