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  1. As default, emails are archived to the deleted folder in the mailbox once they have been logged. In the core settings, there is a setting which allows you to change the specified folder for the emails to be archived to. We have changed ours to the Inbox (we manually move them to subfolders), but the settings are being ignored. We also have the following setting turned off, which is being ignored and emails are still moving to the deleted items folder. Is this a known issue? Has anyone else experienced it?
  2. We have recently made a change to routing rules so that emails linked to request updates are stored in a dedicated folder instead of being stored in the Deleted Items folder. The idea is so that going forward, we can periodically empty the Deleted Items folder to keep storage down. Except... At the moment we still have all historic emails linked to requests stored in Deleted Items in amongst the genuine trash. To make this simple, we'd like to move all current Deleted Items into the dedicated folder for requests so that whatever subsequently gets put in Deleted items can be cleared down. Is there a procedure than can be run to move the entire content of each mailbox's Deleted Items into the dedicated folders we have set up for each mailbox? Selecting 500 emails at a time isn't practical as in one case there are 150,000 items.
  3. Hi, When I schedule reports, within Administration area, to be emailed to our customers, rather than them receiving an email saying it is being sent from "ICT Department" (as they do when receiving notification of calls being raised although from a different mailbox), they see Hornbill as the Sender instead. Can there be the ability to change the sender name from Hornbill to something else e.g. ICT Department for webapp.view.usersPreferredMailbox? Thanks in advance.
  4. When viewing emails in the mailbox can the email as below also be displayed as below in the same section as the "From: name" We have scenarios where we have to provide emails for funding and these need to have the email address displayed when printing emails as PDFs.
  5. We handle a large volume of emails through the shared mailboxes (over 50 emails an hour) and as part of our settings we move these to a folder called Inbox Archive when processed by the progressive capture, rather than directly into the Deleted Items mailbox which is the standard configuration. We are then attempting to select these emails in bulk in order to delete them, but there are a number of issues with this. We only able to select 50 at a time, this created an error prior to Collaboration Version:, but now you get a popup restricting you to a maximum of 50 emails at a time. Deleting them 50 at a time will move them to the Deleted Items folder, where I then have to select them again 50 at a time to actually delete them. The reason for deleting the emails is to improve performance when accessing the Inbox Archive to deal with any queries or questions about emails which there received but do not appear to have been processed. We currently have over 35,000 emails in the inbox archive,but even with using the standard configuration we would still need to delete the emails from the Deleted Items folder in 50 email batches. Are there any plans to provide a facility to automatically clear down the Deleted Items folder for emails older that a configurable date, manually trigger the emptying of a mailbox folder or allow selection of a larger volume of emails in the mailbox? Cheers Martyn
  6. 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.
  7. I have set up our second mailbox, but was wondering where I can set the default messages per mailbox? e.g. when in a request there is option to email the customer which is the 'requestmessage' tempate, can you set these per mailbox? As there are different signatures etc to be added to the emails.
  8. We are finding the the mailbox numbers are not resembling the actual figures as image below suggests, there are 4 emails in the folder but the counter says 2, is there a way to increase the refresh rate of these?
  9. We have a role to allow people to view and send emails only, however, today after the update when you click the 3 dots and go to view email you cannot see the email as it seems to default to the actual mailbox rather than a view of the email itself. Can this be changed to allow our analysts to be view these emails, as we do not want to give them access to the mailbox. Thanks in advance.
  10. Hello we have two shared mailboxes, one is updating fine and emails are being processed within hornbill but the other mailbox has randomly stopped working. I have rebuilt the mailbox and tested connection and all sems ok but i am getting the below error within the logs: 17468 17/10/2019 16:55:44 error comms 8324 There were problems whilst processing an IMAP4 mail import for mailbox: Customer Services. 17467 17/10/2019 16:55:44 error system 8324 ChilkatLog: SelectMailbox(47ms): DllDate: Mar 18 2019 ChilkatVersion: UnlockPrefix: QHRNBLIMAPMAILQ Architecture: Little Endian; 64-bit Language: Visual C++ 2015 / x64 VerboseLogging: 1 mailbox: Inbox selectMailboxInner(47ms): mailboxPath: Inbox separatorChar: . Escaping quotes and backslashes in mailbox name... utf7EncodedMailboxPath: Inbox ImapCmdSent: aaac SELECT "Inbox" getCompleteResponse(47ms): ImapCmdResp: aaac BAD Request is throttled. Suggested Backoff Time: 204172 milliseconds --getCompleteResponse isOK: serverResponse: aaac BAD Request is throttled. Suggested Backoff Time: 204172 milliseconds --isOK --selectMailboxInner Failed to select/examine mailbox mailbox: Inbox imapSelectResponse: aaac BAD Request is throttled. Suggested Backoff Time: 204172 milliseconds Failed. --SelectMailbox --ChilkatLog
  11. Hi, I wonder if Hornbill mailbox have retention rule? The reason I'm asking is because we would like to keep up to 6 months old emails before it automatically delete once pass the retention date. Would it be possible to have this setup for the mailbox? Because one of my team leader informed me that he would like this action to be done soon preferably before April and I really do not want to manually click and select for each mailbox that have over 21,000 emails.... Thanks, Aaron
  12. It would be really useful for the Service Portfolio List output format to be enhanced with additional information such as:- Request type icons for the types which are enabled on the service Default Mailbox Include Service Icon Number of Subscriptions Based on the above, the ability then to filter by Request Type Owner Default Mailbox Cheers Martyn
  13. We are having a repetitive issue with one of our Outlook mailboxes dropping out of integration with Hornbill. Each time, the error appears to be a password reset issue, but nobody is doing this and the account is set to Password does not expire. I've had to reset the passwords in both Active Directory and Hornbill several times over the last two weeks for <email address removed> to resolve this. Has anyone got any clues as to what the issue might be please? This is not a newly set up mailbox. We've been using it for a few months now. Admin Edit: Confidential or sensitive information removed (email address)
  14. We've very recently moved to Service Manager and our service desk is reporting a feature of the mailbox interface that seems unintentional. If they're reading an email and a new email comes in, the focus jumps to the new email, rather than the one they were reading.
  15. Hi, we are about to launch a new product to our customer and with it we want to capture all issues during the training\bedding in period, during normal hours this is fine but out of hours, our servicedesk is closed. I'm thinking if we setup a separate email address and hornbill mailbox would it be possible to automate call logging so that the ticket is raised automatically out of hours? as anything hitting this mailbox would be assigned to the same categories and team each time, I need to make sure that out of hours calls are assigned to a 3rd line team so they would get notified by email. I do have a plan B which is just create a shared mailbox with a distribution group to third line and then service desk staff can log calls in the morning, but just wondered if anyone does anything clever with Hornbill. Any thoughts? Thanks Chris
  16. Hi We have several mailboxes set up on our instance with identically configured mailbox roles for each one. in the last couple of weeks we've discovered that if we have the mailbox role Mailbox - BusinessHub on our list of user account roles, whenever we reply to an email it will default to that email address as the sending address irrespective of what mailbox it was sent to. Eg. Email sent to Service Desk. I reply to the email and it shows the sending account as being Business Hub instead of Service Desk. We can manually change this of course, but surely we shouldn't have to. Please advise why this is happening. It looks like there is a default email setting somewhere that automatically chooses a set account to reply with rather than using the account the email was sent to.
  17. At the moment you can specify multiple email address within a shared mailbox with one of them being the default. It would be really useful to be able to specify what email address to be used when sending an email from with the BPM, in addition to specifying the mailbox to be used. The reason for asking was that we have a number of services we are implementing as a portal only service, so do not want to deal with emails relating to the these services but do want to send an initial confirmation and final resolution email. Therefore I would like to be able to send the email from a noreply@.... address within our domain, without having to purchase another shared mailbox license to do it, given that the whole point is not to have a mailbox interaction with these services. Cheers Martyn
  18. Hello What is the refresh speed of the mailbox view, is this tweakable. Can you lock tickets while they are being processed or possible change the status of the ticket to possibly processing? Regards Gareth
  19. Good afternoon all, last week I had a conversation about how to give everyone access to the mailbox so that they could reply to tickets via email. However this means that everyone can delete messages in the mail box. We are having issues where users are removing all emails in the inbox in error by clocking the Delete all button. This has happened several times now. We cannot remove people from having access to the mailbox as it means that they cannot respond to the customers emails. I had a reply advising I would need to create a mailbox role with just "Can send message", "Can get message" and "can add file attachment" which is great. But we still need users to be able to delete individual emails. But we don't want them to be able to use the "Delete All" button. Is there a different role/function for Delete all and deleting singular emails? Thanks Hayley.
  20. Hi all, In Supportworks we all had personal mailboxes which we could reply as from the shared mailboxes or use as normal mailboxes Some of our analysts receive email to a shared mailbox (added to Service Manager) but their personal mailbox addresses are on an approvers list. We are unable to add the shared mailbox to the approvers list (as more than the approvers have access) but they keep having to switch between SM and Outlook to find emails to respond to and then go back and update tickets which is a pain and can take a while as some of these mailboxes send 20 - 30 mails per day to be approved / have tickets raised. Can we have the ability to reply as <personal email address> when responding to email from the shared mailbox. I understand that personal mailboxes are a beta/WIP at the moment. Also the personal mailboxes I have setup so far cause an error in the new email view but not the old one (attached) Hope that makes sense as it is Friday afternoon and it has been one of 'those' weeks. Thanks Dan
  21. Related to our post below about deleting processed emails from our mailbox below in order to speed up mailbox operations, we have discovered that unlike Support Works where the emails related to a request being logged or updates from email get stored as attachments to the request itself (CFA attachment store I seem to remember) in Hornbill it is just a link to the original email in the mailbox store. Therefore when you clear down your deleted items (default) or your own specified folder, where the emails are put after being processed by Raise Request or Apply to Request, you will lose access from within the request timeline entry to the 'View Email' option. The 'View Email' option is still displayed on the timeline entry but you will get the Hornbill error below:- So if you want retain access to view the source email from within the timeline on a request you need to keep the emails in the mailbox itself, else This caught us out a bit as we have deleted a large volume of historic emails have which we have processed via Raise Request and Apply to Request, which we cleared down as performance within the mailbox itself was degrading. Cheers Martyn
  22. Hi, I am struggling to provide simple read rights to my analysts on mailboxes... Here is what I have so far: They get the following error message: Can anybody help? Thanks
  23. In order organisation, our 1st Tier team are responsible for managing the shared mailbox, logging new and updating existing requests from emails. With our 2nd Tier Analyst only needing the permissions to send emails from the request. Is there any guidance on the minimum permissions needed to shared mailbox for a user to be able to send email from the Request form? Cheers Martyn
  24. In order organisation, our 1st Tier team are responsible for managing the shared mailbox, logging new and updating existing requests from emails. With our 2nd Tier Analyst only needing the permissions to send emails from the request. Is there any guidance on the minimum permissions needed to shared mailbox for a user to be able to send email from the Request form? Cheers Martyn
  25. Hi Does anyone know how I can empty the sent items. We go live tomorrow and have loads of test messages in the sent items I would like to clear. Thanks Chris
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