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Found 177 results

  1. Can the 'Apply to Request' action from Shared Mailbox, be updated so when the email is attached to the timeline in the Service Manager request, the update includes any CC: recipients, so it is consistent with the way emails sent from Service Manager are displayed in the timeline. This will help analyst identify any new connections which need to be added as well as save time as they will not have to use the 'View Email' option to see this information. I thought this had been logged before but was not able to locate this via the forum search. Cheers Martyn
  2. Has anyone else recently started seeing an issue where when selecting view email from the timeline of a ticket you get the Oops! You do not have access to view this email error as below. This started sporadically after the latest updates. The emails are all attached from a generic mailbox by the same group of users and there doesn't appear to be any connection between the emails that error like this.
  3. Hello, I was wondering if anyone had any ideas about an issue that arouse when generating an automated email. No changes had been made to the release BPM or PC and this email was the only one that had an issue all emails before and after have been fine. Checking the mail logs we can see the following error: Did not find 'attachments' folder for mail template. URL Parser: Space characters not allowed, ensure the URL is properly encoded. URL: http://10.4.25.16:43055/dav/mail/Service Desk/templates/ScheduleMaintenanceCompleted.template/attachments/ Below is the email generated automatically: --__=_Part_Boundary_002_025421.022798Content-Type: text/plain; charset="utf-8"Content-Transfer-Encoding: quoted-printable=20RM00051120=20=20Registered Address: PA Group LimitedRegistered in England No.4197Please consider the environment before printing this email--__=_Part_Boundary_002_025421.022798Content-Type: text/html; charset="utf-8"Content-Transfer-Encoding: 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--__=_Part_Boundary_002_025421.022798-- Any help would be great to ensure this does not happen again, thanks.
  4. Enhancement Request We receive emails that have have been sent to out servicedesk and cc'd to other people, when raising the request in Service Manager could there be the option to add the other included contacts as connections to the request so that we can send emails etc to people. Currently we have people who are looking through the original email and adding these people manually after the job is logged so that they can be kept in the loop.
  5. When receiving emails from Service Manager we have found that authorisation emails are coming from noreply, we have managed to find the setting to change the sending email address but we cannot find where to change the Name of the Sender noreply. I have highlighted it in the below image, does anyone know how to change/update this?
  6. 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
  7. I noticed on a recent update that you can now send a notification to users when their ticket has been updated. I think this will start encouraging people to visit the portal, so would like to set it up. I have tried but cant get it to work. Please could someone point me to a guide or explain how to do it.
  8. Can I request some further information on the change announced in ESP Build 3129 - "Added purging option to delete messages older than a certain age (Default 3 Years and maximum allowed up to 7 Years) in the Deleted Items folder". I presume this is disabled by default when the build is applied? Just confirm it only applies to the 'Deleted Items' folder only and not other folders in the mailbox such as 'Inbox Archive' etc. Cheers Martyn
  9. 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
  10. 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?
  11. Can the timeline insert made into Service Manager when using the 'raiseNewRequest' and 'updateRequest' include the details of those who where CC'ed into the email, so that the format/display is consistent with the content displayed when sending an email from Service Manager. This make it easier to spot new where new connections need to be added, without the need to open the linked email. Cheers Martyn
  12. We have a number of enterprise processes which we want to implement and automate in Service Manager, however as they include attachments which need to third parties outside of Hornbill, we are not able to implement them. Can the BPM Email nodes be extended to include the option to include attachments, even if initially it is the basic option to include Customer Visible ones, Team Visible ones or both? Cheers Martyn
  13. Afternoon all, We are only just starting to use our mailbox in Hornbill to update and create tickets from. We have noticed that when you click the "Raise Request" Button At no point in the call logging process does it pull across the email details, It doesn't add it automatically as an attachment and it doesn't pull the information from the email into the description or the timeline. (like it does when you pick the apply to request button) Should this be happening, as it seems very strange to log a ticket from a email in the mailbox if its not going to pull the email information across? Or is there something we should be doing to make this happen? Many thanks Hayley.
  14. 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
  15. 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.
  16. 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
  17. 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?
  18. 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!)
  19. 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.
  20. 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:
  21. 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.
  22. 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,
  23. 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?
  24. 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
  25. 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:
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