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Found 20 results

  1. Related to my other post below, can a new configuration option be added to routing rule to enable the auto addition of connections on to a Service Manager request when it is logged or updated using the routing rules. The idea being that any matched existing contacts or coworkers referenced on the To or CC lines are added to the connections on the request. Cheers Martyn
  2. Currently we are able to control and disable updates to 'Closed' requests in the Service Manager > Advanced Settings, using the specific settings below. However by default 'Cancelled' requests can still be updated automatically by email, resulting in updates being missed. When requests are logged under the incorrect service, we cancel the original on and re log the request, however sometime the external customer will reply with under the original request reference not the replacement one. Can we request an enhancement either to include 'Cancelled' request within the behaviour of the current settings above, or add a new set of settings for cancelled requests. Cheers Martyn
  3. At the moment there is a system wide setting which set the visibility of the timeline entry of an email update applied automatically to the Service Manager request by the Email Routing Rules, however it would be really useful to be able to override this setting at the rule level if required. In our case we have the setting set to customer, so when an email is received with a matching request reference in the email subject the request is automatically updated with the customer view able entry. However for internal emails, i.e. where we would use the 'domain' criteria in the rule criteria, we would not want them to appear as customer view able updates and therefore would want to override the default to make them team visibility. As it stands at the moment we have filter out the internal emails and update them manually. Hopefully this could be looked at as a enhancement, as i think this would be useful to other users as well. Cheers Martyn
  4. @Victor In your FAQ post (below) from August you mention "This functionality is currently being developed and will be introduced in a future update." in relation to processing attachments. Is there an update on when this will be released? Cheers Martyn
  5. I have a vague memory of there being some config settings in the admin tool to allow you to configure whether it sends an acknowledgement back to the sender when logging or updating a request. However I have not had any joy in locating them? Any idea? Cheers Martyn
  6. Hi, We have 2 routine rules set up (raiseNewRequest and updateRequest) and both are working, however I want to be able to configure an email notification on updateRequest being triggered when a ticket is assigned to a team but without an analyst (would therefore require an email address to be configured against a team which doesn't appear to be possible in System --> Organisation Data --> Organisation, unless I've missed a setting!) We have various team email groups and we want to be able to leave tickets assigned only to a team until an analyst is ready to work on them, but currently any customer emails that are applied to a ticket in this state don't trigger an email. I've searched the wiki and forums with no luck yet, does anybody have a solution using the current tool set? Thanks, Luke
  7. We have created a routing rule using the "updateRequest" operation which is updating the linked case fine, but the system does not seem to be sending a confirmation email, even though we have for the option turned on. We are getting them when a new request is logged, but not when it is updated. Cheers Martyn
  8. Can you confirm which Log File the Routing Rules is recorded into? We are in the process of setting up new rules, so it would be good to be able to see where the rules are trigger or not. Cheers Martyn
  9. What logic is applied when a routing rule if triggered with the 'raiseNewRequest' option? How does it cope if multiple contacts are found? Cheers Martyn
  10. Hi, I was wondering if there was a way to post to a workspace directly when receiving an email, without going through logging a request and using a BPM? Something like: - Application: "Hornbill Collaboration" - Operation: "Post to workspace" - Workspace: XYZ Or do I have to raise a new request with a specific BPM? If so, what is "Routing Rule Template" and where do you set it up? Thanks in advance for any help.
  11. We are trying to set up auto logging of emails to requests. Is it possible to assign a Business Process?
  12. When there are routing rules configured to automatically raise a request from an email or update a request from an email, any email attachments will not be added to the request. This is simply because the routing rule operations to raise and update a request are not designed to process attachments. This functionality is currently being developed and will be introduced in a future update. In this scenario, the attachments via the email itself. For request updates, the email added to a request timeline can be accessed using the "View Email" option available on the timeline entry created when the email was applied to the request. For new requests raised, the email can be accessed using the "Source" option available in request details section. Note1: The above does not apply when a request is manually raised or updated from an email, in which case, the attachments will be added to the attachments section of a request. Note2: When manually raising a request from email, the attachments will be added to the attachment section of the request only if the progressive capture flow contains the "Add Attachments" form.
  13. When you have routing rules configured to process emails in your instance you might find the rules do not process (all or some) emails. This can be caused by an incorrect syntax configuration of the expression criteria for routing rules. As a general rule, expressions used in routing rules follow the syntax used in SQL expressions. Here is a list of the most common misconfigurations: The string/character values used in expressions are not enclosed within quotes. For example, a criterion like fromAddress = example@domain.com is incorrect. It needs to be configured as fromAddress = "example@domain.com" (the values used to match the fromAddress criterion needs to be enclosed in quotes) The string/character values used in expressions are not fully enclosed within quotes. For example, a criterion like fromAddress = "example@domain.com is incorrect. It needs to be configured as fromAddress = "example@domain.com" (the values used to match the fromAddress criterion needs to be fully enclosed in quotes) The string/character values used in expressions are enclosed with a mix of single and double quotes. For example, a criterion like fromAddress = "example@domain.com' is incorrect. It needs to be configured as fromAddress = "example@domain.com" or fromAddress = 'example@domain.com' (the opening quotes used to enclose the values need to match the ending quotes for that value) When using the LIKE operator the value does not contain a wildcard. When using the LIKE operator in a criterion to match specific patterns, the value needs to contain at least a wildcard otherwise the operator will evaluate as a hard match (equal). For example, a criterion like subject LIKE "test" will evaluate as subject = "test" because the value used for LIKE evaluation does not contain any wildcard. If you need your expression to match the value as a pattern within the evaluated parameter (for example, the email subject) then the expression needs to be as follows: subject LIKE "%test%" (to match the value anywhere within the evaluated parameter - e.g. subject contains...) subject LIKE "test%" (to match the value at the beginning the evaluated parameter - e.g. subject starting with...) subject LIKE "%test" (to match the value at the end the evaluated parameter - e.g. subject ending with...) Important: when evaluating toDomain, toAddress or ccAddress parameters always use the LIKE operator. This will ensure the routing rule will match the email even if it is addressed to multiple recipients. If the criterion is using the equal operator for these parameters instead of LIKE and the email is addressed to multiple recipients, the routing rule will not match the email. Routing Rules are disabled. The setting for turning Routing Rules on or off completely can be found in the admin Tool (Home - System - Settings - Advanced) as follows: Enables auto responder rules processing: mail.autoresponder.enable
  14. When there are routing rules configured to process an email to raise a request or update a request, there are occasions when these actions are not performed. There are a number of possible reasons why this occurs. Firstly there has to be a routing rule configured in admin tool that will match the email properties (as configured in the rule expression) and the routing rules must be enabled (turned ON) The email sender does not exist in the system either as a co-worker/internal user or a contact/external user. In this scenario, one reason why the email fails to be processed by the routing rule is if the app setting to allow updates from unknown sources is turned OFF and the app setting to send back a rejection email is turned OFF. The email sender does not exist in the system, either as a co-worker/internal user or a contact/external user. Similar scenario as above, another reason why the email fails to be processed by the routing rule is if the app setting to allow updates from unknown sources is turned OFF and the app setting to send back a rejection email is turned ON but either the app setting for rejection mailbox and/or email template is incorrect or not set. The email sender exists in the system but the from address is matching more than one user/contact in the system. (see notes for more information) The request has status closed. In this scenario, the reason why the email fails to be applied to the request when processed by the routing rule is if the app setting to allow updates on closed calls is turned OFF. *[Only for routing rules configured for UPDATE] The application settings can be found in admin tool (Home - Hornbill Service Manager - Application Settings) as follows: allow updates from unknown sources: app.email.routing.rules.unknownUsers.allow send back a rejection email to unknown users: app.email.routing.rules.unknownUser.sendRejectionEmail rejection email template: app.email.routing.rules.unknownUser.email.template rejection email mailbox: guest.app.requests.notification.emailMailbox allow updates on closed Service Requests: app.email.routing.rules.allowClosedCallUpdates.SR allow updates on closed Incidents: app.email.routing.rules.allowClosedCallUpdates.IN Routing rules can be turned ON/OFF in admin tool using the option available in Routing Rules section (Home - System - Email - Routing Rules) or via the mail.autoresponder.enable system setting (Home - System - Settings - Advanced) Notes: to check if the address of the email sender is associated to more than one user or contact in the system you can a report. Here are 2 examples of report definition files on user accounts and contacts (these can be uploaded in your instance). When run, the report will prompt the user to type in the email address and teh report will return all records for users or contacts having that email address. user-list-per-email.report.txt contact-list-per-email.report.txt
  15. I have a routing rule that I want to change, so that it will recognise internal and external inbound emails to the same mailbox, at present everything that comes in to abc@mycompany.com gets picked up and logged automatically as a request. I need to split it out so that all internal @mycompnay.com get logged as a request which I guess is easy enough I can create a rule that says from domain = @mycompany.com but for external it could come from anyone, is there an expression that allows me to do this. So, if it comes from the mailbox abc@mycompany.com from anyone other than @mycompany.com raise incident.
  16. We are looking at implementing Routing Rules for a shared mailbox where we will receive email incidents from members of the public. Most of these emails will come from members of the public who will not already be a contact within our system and therefore we are looking for away we can automatically create a new contact under our 'public users' organisation record in order to log the incident and have the email address as the contact on the incident. I am presuming I have to create a contact in order to link it to the incident and send emails to them from both the incidents itself and the its associated BPM? Is there another way to achieve this, without creating a contact? Cheers Martyn
  17. Hi , During our 30 day switch on there was a bug in the system so we never got to setup or test this. It appears this bug has been fixed, so how do you setup to get a call updated automatically when an email is received. See attached screen shot of the routing rule. However this doesn't appear to be updating the call? Is there any other setting required to get this working?
  18. Hi all, I have recently added a second shared mailbox for our IT Security team and changed the routing rules for their folder structure. However the rules don't seem to work in their mailbox. The rules are still being picked up and used if I send the emails to the original mailbox (they just don't move the email to the correct folder after the ticket is raised as the folder doesn't exist in the Service Desk mailbox). As we cant use personal mailboxes (as they don't do what we need) we will have to use a second shared mailbox to meet our audit requirements for IT Security and as such need the rules to work with this mailbox. Any help appreciated Thanks Dan
  19. We have a format where a certain job type is logged with a subject line however it seems like hornbill either thinks its an update and trys to append to a non existent job or just auto deletes them Is there anyway or resolving this it has been tested, below are the subject lines of the jobs PNX - <prime010702240 - Roger Barker > - <end nom> - <msmith> - <priority> PNX - <prime010088469 - Lynne Lewis > - <end nom> - <msmith> - <medium> PNX - <prime006908631 - Leonard Max Truppin> - <end nom> - <msmith> - <medium> PNX - <prime007307558 - Anthony Bourke > - <end nom> - <msmith> - <medium> PNX - <prime007605335 - Gerald Furniss > - <end nom> - <msmith> - <medium> PNX - <prime007032267 - Thomas Davies > - <end nom > - <msmith> - <msmith> PNX - <prime006930439 - Robert Johnston> - <end nom > - <msmith> - <medium> FW: PNX - <prime009505571 - Raymond Pilcher > - <end pre- wrond DOD> - <msmith> - <medium>
  20. Hi, We've currently set up a routing rule on our instance which auto updates tickets based on a ticket ref being in the email subject. This is working fine but we have noticed that if the email that gets sent in has attachments on them the routing rule will attach the email to the ticket timeline but it strips out any attachments. Is there a setting to allow it to auto upload attachments when it updates the ticket or is it a bug in the current system? Thanks in advance, James
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