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Found 186 results

  1. 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: 30919 millisec idleTimeoutMs: 30000 --readSmtpResponse --auth_login Failed to login using LOGIN method --smtpAuthenticate --smtpAuthenticate --smtpConnectAndAuthenticate initSmtp: Socket operation timeout. Failed. --VerifySmtpLogin --ChilkatLog
  2. I am looking to make use of the Customer Timeline Update Notification that emails users when a comment is added to the call. This is a nice feature that will remove the need to use the email section which is what we have been doing to this point. Is there a variable I can add to the email template that will display the last comment made? Cheers for the help.
  3. Hornbill receives emails with images in the body and displays the image in the incoming mail window fine, but when we go to forward that email, it doesn't handle displaying this image, leaving a blank square where the image should show (as attached) The image in the email is .png
  4. If we are seeing a common issue within the company we normally raise a problem or known error and associate all the relevant calls that have been logged to them. When we close that problem or known error is there a way for users of all the calls that have been associated to be emailed the resolution? Not sure if this in existence, if not it would be very useful as did exist in Support Works.
  5. I hope that this makes sense. Would be an easy thing to add another option for emails in the timeline, so if there is a email associated to a request you can click the 3 dots and choose reply to email. This then allows you to reply to the email that the customer has sent with the original email trail included? As currently if you email from the system it is a 'new email' that is sent and if you are referencing something previously mentioned you need to copy and paste the email into the window.
  6. Can it be possible to have the feedback questions to be included in the HTML email so that customers can complete the feedback/survey within the email (like the authorisation approve/reject buttons) and then for this feedback to go onto the relevant request?
  7. 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
  8. Morning everyone, We've had a few people who have emailed our Service Desk regarding an open ticket and their email contains an attachment (a .doc or something similar). Although the email itself is being added to the relevant ticket, the attachment isn't being added to the 'Attachments' section. Is this something that's a config we need to turn on somewhere? Currently we need to scroll through the timeline, view the email, save the attachment then go back to the ticket and add it. Thanks in advance
  9. 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
  10. Hi, We have a new external customer that we are going to support and I have created an Organisation for them in Hornbill. They have a service desk team of approx 20 people and their IT Security team are requesting that they have individual logins to Hornbill (so I would set up 20 unique contacts, associate them with the Organisation and give them Customer Portal access). They have requested that whenever we send any email comms (using the Email action) relating to & from the request, the email goes to the person who logged the request, and the email also goes to a group mailbox address that all the service desk team have access to. The reason for this is that the service desk team operate in a shift rota and if we communicate out via an email, currently it will only go to the requester and not get looked at until they come back on shift, unless we always remember to manually add the group mailbox address directly to the email, or (if at set-up time, we add the group mailbox address as a contact,) always add the group mailbox contact as an 'interested' person then manually add the interested person to the email comms. Is there any way that on a per contact basis we can say that both their email address & the group mailbox address will ALWAYS be selected, or at an organisation level, all emails to contacts will also always go to the group mailbox address. Not all our external customers operate in this way so to have it left to a 'human operation' to add this group mailbox to the email comms is not practical. If we can get something working for this new Organisation, I want to be able to move two of our other Organisations to this model (remove their 'generic' logins to the customer portal and give all their service desk personnel their own logins, to help us spot things like, which contacts are consistently logging requests with us that are woefully missing the right information or are just being logged using the wrong Service Item, etc....) Thanks in advance.
  11. 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
  12. 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.
  13. 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.
  14. 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.
  15. 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?
  16. 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
  17. 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.
  18. 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
  19. 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
  20. 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?
  21. 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
  22. 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
  23. 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.
  24. 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
  25. 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.
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