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Found 7 results

  1. Related to @Jeremy post below and the work on having the ability to pause the SLA timers in the BPM to allow a request timer to be on hold when set to Resolved. Can we raise an enhancement request to have the option to allow the updating of request at the Resolved status to another configurable status, i.e.Open, when updated by email (manually or via routing rules) or via the portals. This way updates to Resolved requests can be captured after the Suspend - Wait for Status Change in the BPM, and the record processed appropriately, rather then the updates being missed. Cheers Martyn
  2. 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
  3. When using Routing Rules and the Service Manager Templates to create new requests from emails, can the timeline entry be expanded to include the source email address as well as any CC: addresses, as at the moment it only displays either a matched contact or undefined contact. Undefined Matched contact Cheers Martyn
  4. 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.
  5. 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
  6. Hi all, I am sure this is just something I am doing wrong but I can't seem to get this routing rule working: toAddress = 'phishing@domain.co.uk' I have tried with and without the quotes, with double quotes, adding wildcards etc. The address is correct but all mail items go to the Inbox rather than the 'Logged' folder and as such do not log requests via the routing rule template I have set up. I have also tried mailbox = 'Phishing mailbox' with no joy. Any help please?
  7. Hi, Is it possible to add the CC Address in the list of available fields for emails routing rules? That would be quite useful for us. Thanks, Lyonel
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