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  1. 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.
  2. 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?
  3. 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:
  4. 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?
  5. 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?
  6. 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'
  7. When viewing an email sent from Hornbill which has Bcc: recipients on it, if you choose the 'Reply All' option the Bcc: recipients get copied over but to the To: values (black line) and not the Bcc: line (red line). Cheers Martyn
  8. Linked to earlier post for Auto Responder to include To and CC addresses in the timeline entry when new request is logged, this is an enhancement request for the same functionality when raising a new request via the Shared Mailbox - Raise New Request option. Currently this option does not include the details, but when logged by the Auto Responder it does. Example screenshot below. Cheers Martyn
  9. I am trying to update my Incident management BPM so that if the source of the ticket is email, that is sets the ticket priority to P5. See below: In the decision node which check the source i have set it to: but for some reason, every time i try to test this it passes this decision node as per the above image. I am not sure what i am doing wrong?
  10. As a follow on from the request below which has now been implemented, can the timeline update be extended to include the text of all the email addresses on the To: recipients. At the moment it does not show any details from the To: part of the email and you have to open the linked email to view this information. Having the information as part of the timeline, makes it easier for the analyst to pick up and add additional connections. Cheers Martyn
  11. 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
  12. Not sure it this is something new introduced in one of the recent Core build or something that been present for sometime, but can I ask what triggers a 'New' email notification? The reason for asking is that one of our users this for some reason was turned on any they where getting Hornbill notifications for new 'Sent' email, rather than just for new incoming emails. Also are these notifications triggered after the routing rules are applied or before. Cheers Martyn
  13. We currently have the setting for the email composer set as: If we change this to 'message text' this will default all users to that setting, our question is do analysts need to login for this to take effect? The reason we ask is that we have found people using the 'template' view and sending emails that are not formatted correctly so wanted to change the default to be the message box. Our plan was to change this to message text then wait a few hours then change back to analyst setting hoping that the default will then be set to the message box and if people really need the tem
  14. When attempting to attach multiple emails from outlook to a request, where the subject will be the same and hence the attachment file name, the system will report an error when attempting to add the a further email reply with the same subject line. Can we raise an enhancement for the attachment process to append a number in brackets on the end to the filename, much like your browser does when downloading the a file of the same name in to your download folder. This will allow emails from the same email trail to be added as attachments to a request by drag & drop without manual in
  15. As a hospital we often send planned and unplanned notifications out to staff by all user email. We are a recently merged organisation from three previous legal entity hospitals so we have a long way to go from an infrastructure perspective until we are on single platforms/services so one of the challenges we have at the moment is coordinating multi-site wide comms being sent to all users from the respective exchange environments. We could utilise Hornbill Emails to do this for us as all users have at the very least a basic account and would receive service notifications but we like the n
  16. 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
  17. Hello Hornbill Forum, Has anyone managed to bypass the uniqueness requirement on email addresses when building new Contacts? We used to be able to accept raising multiple new Contacts all with the same email address, but I think a Hornbill update put a stop to it. Wondering if anyone knows of a setting to switch this check against emails off? FYI, many of our clients choose to use an internal mailing list (its@whatever.org for example) that we associate with all the contacts of the organisation. This allows all the members to receive email notifications rather than the one contact th
  18. In our business process when tickets are logged, an email notification is sent to all members of the relevant team. We are getting bouncebacks on this, and was wondering if anyone could assist in pinpointing whats causing it. I have attached the contents of the bounceback message below From: Hornbill Postmaster Address (Removed) Date: 10:12:24 27 Apr 2020 To: DataQuestUK Email address (Removed) Subject: Undeliverable: Ticket assigned to your team - IN00009257:
  19. 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?
  20. 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 -
  21. When sending an email from the request view 'Email' action the subject line is not included in the related timeline post. Can the subject line content be included in the post as well? Cheers Martyn
  22. Hi, Due to limitations with my SMS provider that we use for sending emails as texts (and the fact that there is no integration as yet with Hornbill for this provider), does anyone know if I can send emails as plain text from a Hornbill Automation task? I have a email template setup, and if i use the mail email application within Hornbill the email is sent as plain and html, however it appears by default it only sends html from the automate task? I know there is the app.email.request.operation.composerType, but I believe that this is just for when the technician sends an email
  23. We have a number of emails that are stored in folders, some folders have over 1000 emails. When scrolling down the folder only 500 emails are shown as an alert appears stating "Reached the max records to load (500). Is there a way to up the max limit of this? Thank You Karen
  24. 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.
  25. Hi, Just realised that our outgoing mail to O365 from Service Manager is not going, and the test button confirms it. Outgoing via Hornbill was ok but that's not what we need. The config looks ok to me. Example errors attached, extract below: Unable to login to the SMTP server HornbillMailLog VerifySmtpLogin: DllDate: Mar 18 2019 .... ........ --sendCmdToSmtp readSmtpResponse: Failed to read beginning of SSL/TLS record. b: 0 dbSize: 0 nReadNBytes: 0 idleTimeoutMs: 30000 Failed to receive more TLS application data. tlsApp: Socket operation timeout. elapsedMs: Elapsed time
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