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  1. Hi all, I would hope if you could help me figure out a regex to set up a =====respond to email above this line===== regex rule. I've set up an incoming rule that automatically updates the ticket in question, however, each time you email it then it would update the whole ticket with the whole email thread over and over again. How do I make it so it cuts off the old responses and only updates the ticket with the new responses? I tried to create this regex, but for some reason it doesn't work in Hornbill. ^.*(?=\n=====respond to email above this line=====) https://regex101.com/r/wYeCS3/1
  2. Hi All Just noticed that in the Email template interface I can delete an email against the line function but if i tick an email and select the delete button at the top nothing happens - looks like some UI issue in the new setup Many thanks!
  3. Morning all. We have a couple of users who are not able to view the contents of an email from either the email management screen of the hyperlink from the source email link in the call. Screenshot below shows the email manager, email is highlighted but the display panel on the right is blank. We have made no changes to user rights over the last week, we use Edge as Chrome is no longer available in our organisation. Yep, deleted items is high, might need to empty that folder eventually Thanks in advanced for help.
  4. In the BPM we use wiki markup to 'highlight' things in the description to the analyst e.g. But when we use these details in the description and then send an email it includes the Wiki Markup that looks strange in the emails: Is there a way to remove this?
  5. The previous issue affecting the attachment Outlook emails from the same email trail, i.e. has the same name as an existing attachment, via the Request List, has returned. A fix was provided in an earlier build which appended a suffix to the attachment name automatically to make it unique. Cheers Martyn
  6. When trying to send emails with attachments Service Manager is erroring with the following: Also when trying to reupload documents this error is occurring: in console: Access to XMLHttpRequest at 'https://mdh-p01-api.hornbill.com/uopservicedesk/davundefined' from origin 'https://live.hornbill.com' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource. core.combined.js?rel=1449:7 DELETE https://mdh-p01-api.hornbill.com/uopservicedesk/davundefined net::ERR_FAILED
  7. We are struggling configuring email notifications that go to our users. We have users on the Employee Portal and we have users on our Customer Portal. Currently the email that goes out embeds the url or our instance an defaults to the Employee Portal. Our external customers who receive the notification email get the url to Employee so therefor cannot follow the link live.hornbill.com/oururl/catalog/com.hornbill.servicemanager/request/{{.H_pk_reference}} is what is in the template and we cannot change that ? Has anyome come across this or do we need to raise an enhancement request Which for a customer wont translate http://customer.hornbill.com/oururl
  8. When you open an email (as image below) and then respond to it in a request the email does not appear in the timeline as I guess that it sends directly from the mailbox, but could there be a way to link it? After the email is sent, as it is in the sent folder can there be a button to say link to request so that we can keep tabs on these emails that are being sent? Some analysts are going into the sent mail folder and attaching the email from there afterwards, the main reason that we sometimes send emails like this is because you can include the thread of the previous emails in the response where sending from the Email Icon in the request is option is not available.
  9. Hi All, Sorry about this, Im running into an issue where the Routing templates I have setup for a specific Email address dont appear to be triggering when emails are coming into one of our shared mailboxes. Very unsure as to why this fails as I have toher templates that are exactly the same but different wording. Any help?
  10. Fonts and font sizes seem to act as if the choice is a toggle. This leads to frustrations and inconsistencies when we are creating templates and when we draft an email within a request (in preview mode, which we use for the necessary advanced features). You cannot seem to highlight all and set the font and size to the same thing unless they all started as the same font/size to begin with. Video of issue attached. As always, appreciate your help. Email fonts.mp4
  11. Hello, i have noticed that one the emails to receive back from Hornbill has a 'z' next to the time: Dear David, Ticket: Service Request : SR00000411 which was resolved on 2020-07-14 13:43:11Z is still waiting for you to confirm resolution. At the close of business today, this call will automatically get closed. This is the markup that I am using: {{.H_dateresolved}} How can i remove the Z?
  12. Hi all, So I've been trying to generate an email with information from the PC which is pulled through in to custom fields and also the same with Business Process Task answers. I understand the logic and have read other topics on here where people said similar but their suggestions usually were to put a pause wait field before the email so it has time for the custom fields to pull through. My email is being generated at the end of the 2nd page before closure but has PC custom fields are being pulled through at the start of the first page which sometimes doesn't populate and I know there is information as its a mandatory field. This can't be a time issue as the pull custom field is at the beginning. The first image above is the PC questions being pulled through on the first page. This image is of the BP task and custom field being pulled through before the email. The email contains a mixture of PC & BP answers but it's very random about what gets pulled through. Also I know the tasks and answers it's pulling through is right. Any help is much appreciated, thank you.
  13. When we try to send emails with attachments that are held within a request (via associated files) we are getting this error:
  14. We are experiencing an issue with viewing emails that is confusing me and I have no idea why this is happening. We have some requests that have multiple emails that have been sent from a request but some of them do not allow you to view then email messages and we are wondering if others are seeing the same issue? The settings don't seem to make too much difference as I have super user on my account and get the same issue. Example of no email viewing choice: But a later email that has been sent, the 'View Email' option is there:
  15. We have a number of emails that are stored in various folders, some of these folders have over 1000 emails within them. When scrolling down the emails within a folder only 500 emails are shown as an alert appears stating "Reached the max records to load (500) ). Is there a way to increase the maximum limit of this?
  16. Hi, So we are looking at configuring the Hornbill mailbox to auto-log tickets when an email is sent in. As this will be turned on for all emails coming in, we would like to be able to block/blacklist particular domain addresses so they would be actioned as emails and not auto-logged as tickets. Is there a configuration that can be done within Hornbill to achieve this? Regards Aykut
  17. Hi there, I've been getting reports of intermittent 'loading' errors in the past few weeks since we applied Build: 1364 (26th Oct). It's the staff on the service desk who get it when creating requests from emails. mostly this works fine, but it's frustrating when it happens. pressing f5 makes no difference no other Service manager screen was open at the same time. last incidence happened to day at 15:15 if you need me to look in logs. Stu sat there and waited a full 2 minutes and it didn't load. had to close the screen and start again. ideas please!
  18. Is there a way to mark emails a 'read' as part of email routing rules? This would be super useful for us so that we know when they are dealt with.
  19. Hi I need to change the defauut mailbox the email action uses from with a call as it selects an old one,, also is it possible to remove the template the new feature uses. Thanks Chris
  20. When we have a summary in a request, for example, 'Please Send This Email' when the email is sent the formatting is not honoured and the email subject is sent as 'please send this email' Is there a way to change this so that it the text the is pulled across is the same as the summary text?
  21. Hi, I have a number of questions around Emails: 1- Has there been any thought put into emails being able to open in a separate window like in Outlook? My colleagues have received emails with images inside where they have had to scroll left to right to be able to see the whole image which they are finding rather annoying and have asked if this is something that can be done. 2 - Scrolling - I don't find it very easy sometimes to scroll back through emails. I can get to the bottom of list that's displayed on screen and then it can take a little while for the scroll button to move and allow me to scroll down further. It can then sometimes jump a number of days and it's not very easy. 3 - New Contact - This is a nice new feature but my colleagues are finding it a little annoying that it doesn't copy any of the information (such as email address) when creating it from an email (e.g new external supplier). I'd be interested in your views to this please. Thanks Tina
  22. Hi Is there an option to choose whether to send the resolution email to the customer, as there are some instances that we would not want to send the resolution email to the customer and wondered if there was a way to choose at the time of resolving job? Regards Jeremy
  23. We are currently pushing our Self Service Portal and have had a lot of uptake on it, however we are still getting a large number of emails come through to the Service Desk, How did people phase out the emails? With no auto reply enabled in SM and too many emails for one person to filter through, what did you do? We are currently sending any correspondence with the information that we are no longer accepting emails as a form of call logging. We are hesitant to just stop logging the calls for obvious reasons though. Any ideas would be great! Josh
  24. Good Morning Guys, Here we are for another Monday morning so yet another week of questions Do we know if there a way do we know of dragging emails into the above upload box? I get new new starters forms in my personal inbox that i log cases for and thought it might be easier if i could just drap and drop the original email into the case. Regards JT
  25. In our change process, when a change is refered back for further information we would like to have a variable or a way to pull the task information into a email to go out to a customer. So when one of out agets refers a change at the moment the information goes into the timeline: Is ther a way to pull this into the email template that goes to the customer to supply more information? Hayley.
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