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Showing results for tags 'not updating'.
We have noticed that it seems that the LDAP importation tool for adding accounts to Service Manager seems to be broken, although it uploads new accounts correctly it does not seem to update the accounts. When it checks for updates it seems to see a created record and then skip the any updates. Below is the message from our Infrastructure team: "We have updated the import tool to the latest from Hornbill and checked that all attributes are available to the account making the requests from Hornbill. Unfortunately, there seems to be a bug where it is only creating accounts and not updating them." Please can this be looked into with some urgency as it appears that no records have been updated for a very long time and we are starting to see the ramifications of this e.g. name changes not being updated, incorrect/no email addresses not being updated.
Hi, I've spotted something happening in our Instance that I cannot explain. We have this setting enabled in the Service Manager Settings... , however when an email reply is received where the sender is not the 'Customer', the email is not being attached to the Request. Where the sender IS the 'Customer', the email gets attached. If the sender is the 'Customer' but the "To:" field contains our email address AND another/other recipient/s, these emails are also not being attached to the Request (this may be down to the routing rule though - if anyone more knowledgeable on Routing Rules can validate this that would be great). Any help would be greatly appreciated. Thanks
Afternoon, We have a 3rd party printer support contract with Xerox, so I have created a BPM and Pro cap that creates a email to Xerox with the iformation they need, Xerox then reply to the email with our reference number in the subject box of the email, these should then pull into the relevant call and update. However they are not doing this... as you can see from the screenshot - the subject clearly has the correct Call ref in it: as you can see from the timeline of the call...no email has pulled in: This is the routing rule I am using: Can anyone advise? Hayley.