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Found 9 results

  1. Hi, I am struggling to get the correct syntax relating to email routing rules. I have a few basic ones created and working, and it has just occurred to me that new tickets are being updated and created because I am not filtering out "out of the office" automated emails. I have taken the main rule [simply fromAddress != "x@y.co.uk"] that most of my tickets get created by and tried the following with no luck. Initially my rule was: fromAddress != "x@y.co.uk" and subject != '%out of the office%' But this didn't work. After a while, I deleted the first part to see if I had made a mistake there and so my syntax is now just the subject filter. I have tried the following with and without the first section, I must be missing something obvious. subject NOT IN ('out of the office') subject NOT IN ('%out of the office%') subject NOT LIKE '%out of the office%' subject != '%out of the office%' subject != 'out of the office' I have tried replacing the ' with " and it seems to make no difference. For my test, I have been sending a email with just out of the office in the subject and then the expression as the body content just to make sure I am not making a silly typo. Once I get this working, I will have to put in some variables ie out of the office, out of office etc so something like: subject NOT IN ('%out of the office%', '%out of office%') Is anyone able to share how they filter out out of office emails? I have read the following: Wiki - Email Routing Rules, routing rules do not process emails, Routing rules do not raise requests from emails or apply emails to requests Thanks James
  2. We would like to set up an auto rule where in the body of the email if there is a certain word, it will then apply the update to the job automatically. I have set up the rule (see below), but I'm not sure what expression to enter in the rule....
  3. I am trying to create a rule for our inbox where emails from a certain address are put into a specific folder but I the emails are not honouring the rule. I have included an image of the rule that I have created:
  4. We have currently split out a number of our Routing Rules for Starters, Leavers and other forms that we regularly receive and need logging within Service Manager. I have created a rule as follows: fromAddress = "recruitment@ourdomain" AND subject LIKE "New Starter -%" We have a similar rule set up for our Leavers & Change of Detail forms which come through and log without issue however the above fails and the emails just sit within the Inbox within Service Manager, I have checked the log files and I have found the following error: 17993 10 Aug 2018 10:35:56 error comms 6448 Operation[apps/com.hornbill.servicemanager/arOperation:raiseNewRequest] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ar/raiseNewRequest): nodeName: Exception; nodeId: 4c011328-a5a4-48c5-9aaa-26f4b6006e2b; At 354/1: "Uncaught FCSException: Application Setting 'app.email.routing.rules.unknownUser.sendRejectionEmail' is disabled." throw(e); _fc_node_exec_4c011328_a5a4_48c5_9aaa_26f4b6006e2b The Recruitment email address is a Shared Mailbox rather than a User Account, can you advise if the above error is received because the email address is a Shared Mailbox and by enabling the above will that allow the emails from this address to then be logged using the routing rule mentioned above?
  5. - Is there a way to open a new linked request in BPM? - is there an email routing rule for creation of linked requests?
  6. Hi All, we don't understand why some email are not automatically processed while a routing rule is in place: is failing for example for this email (we are replying to the users from our mailbox adding into the subject the request reference INXXXXXXX):
  7. Hi all, been trawling these forums, the Wiki and online and haven't come across a solution the problem I'm currently stuck on. Hopefully a simple fix. Our company has moved from a shared email environment to our own. Both used Office 365. We moved our domain name with us. The email routing was fine before. I've created a new hornbill email account for us to use as routing but when I enter that account and password in the existing 'Outbound Mail Routing' page and test, it comes back with "SMTP; Client does not have permissions to send as this sender" Is there some additional config I need on the account to grant that permission needed? We only need outbound mails from Hornbill configuring.
  8. Hi all, I have set up a number of email rules using the new routing system and am having an issue with one of them. We receive automated emails from a 3rd party and they get logged, recently we added a catalog item with its own BPM to handle these emails. It all looks set correctly to me but it is failing to use the correct catalog item and instead is using the correct service instead. This means that is uses the wrong BPM. I have changed and saved and changed back and saved and deleted the catalog item and re made it with no changes. Config is as the attached files. The routing rule for picking out the correct email is fine. It is just using the wrong level and not drilling down as far as the actual catalog item. However if I add catalog item to the request list is shows as being logged with the correct catalog item. Can someone help me please? Thanks Dan
  9. Hey all, Another question from me, We are trying to get on top of our mail box and are struggling at the moment. We have a lot of undeliverable emails in it and would like to set up a routing rule to send them straight to the deleted items.How would I go about setting this up I have looked on wiki and it doesn't make a lot of sense. - Hayley
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