Harry Posted November 2, 2017 Share Posted November 2, 2017 Hello All, I hope you guys can help, I'm trying to get notifications to work using the settings within service manager. I selected both for all the notifications and haven't had anything coming through when raising a new ticket, assigning to a team etc. I also made sure the mailbox is selected to our shared mailbox. I know the emails are working when I use the email web client within hornbill. Emails sent from one of my bpm works fine. I am not sure what else I'm missing. Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 2, 2017 Share Posted November 2, 2017 Hi @Harry can you tell which action fails to send notifications ? For example, if you raise a ticket and assign to a team which is not your team, then you will not receive a notification: its the team members you assign the ticket that receives it. Regards Armando Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 2, 2017 Share Posted November 2, 2017 @Harry you can find some more info about notifications and email templates here: https://wiki.hornbill.com/index.php/Notifications Regards Armando Link to comment Share on other sites More sharing options...
Harry Posted November 2, 2017 Author Share Posted November 2, 2017 Hi Armando, Thanks for your reply. The notification was working a week ago and I haven't made any changes. Normally I would get a email to itsupport email to let use know that a ticket has been raised so we can go to hornbill an assign a analyst. Link to comment Share on other sites More sharing options...
Victor Posted November 2, 2017 Share Posted November 2, 2017 @Harry can you confirm these settings are also configured in your instance: 1. The emailDomain also needs to be configured in Outbound Mail Routing (Home - System - Email - Outbound Mail Routing) 2. The emailMailbox needs to be a mailbox form your instance ("helpdesk" is the screenshot is just an example) Link to comment Share on other sites More sharing options...
Harry Posted November 2, 2017 Author Share Posted November 2, 2017 Hi Victor, Yep I have, it is using our company domain and mailbox. I checked the emails are working in hornbill by composing new emails. I can't figure out what else it might be. We do use mimecast as a spam filter and it received emails from hornbill ok. I couldn't see any emails being blocked. Link to comment Share on other sites More sharing options...
Victor Posted November 2, 2017 Share Posted November 2, 2017 @Harry right so it took a bit to put everything together so this is what I found: A. the guest.app.requests.notification.emailMailbox was changed a few times throughout the day, I'll detail the events below: at 11:38:02 the application setting was updated to: cls_mailbox at 11:42:27 the application setting was updated to: clsholdings_mailbox at 11:51:07 the application setting was updated to: helpdesk at 14:25:56 the application setting was updated to: clsholdings_mailbox B. the last requests logged in the system (last time I looked) are IN*78 and IN*79. IN*78 was logged at 11:43:21 so the mailbox that would have sent the notifications is clsholdings_mailbox. Looking in the Sent Items folder for this mailbox (clsholdings_mailbox) I see a number of assignment notification emails for this request. IN*79 was logged at 11:51:37 so the mailbox that would have sent the notifications is helpdesk. Looking in the Sent Items folder for this mailbox (helpdesk) I see a number of assignment notification emails for this request. All these notification emails have the current status a delivered which means Hornbill did send the email. Did the intended recipients never receive the email? Is it possible maybe they are somewhere between Hornbill and intended recipient, perhaps still waiting on the mail server? As the emails actually left Hornbill it is very little we can assist you with I'm afraid... Link to comment Share on other sites More sharing options...
Harry Posted November 6, 2017 Author Share Posted November 6, 2017 Hi Victor, Thanks for looking into this further. I have noticed my other members have received a notification but not myself. So I did some troubleshooting and was looking at the difference in our roles. I found "Hornbill Service Manager System Role" was not in mine, as soon as I have added that in. I tried, for instance, assigning a member to myself and immediately that worked. Is this the right way or was it coincidental? What other uses are there for this role? Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 7, 2017 Share Posted November 7, 2017 Hi @Harry, you can see all the details associated to a role in the control panel., as in the screenshot Regards Link to comment Share on other sites More sharing options...
Victor Posted November 7, 2017 Share Posted November 7, 2017 @Harry "Hornbill Manager System Role" - no users should be given this role as it is a system role: 22 hours ago, Harry said: I tried, for instance, assigning a member to myself and immediately that worked. Getting a notification when you add yourself as a member is a defect... You will or should not get notifications to self... Going back to the issue, now that you said that notifications are actually been send except to yourself... If this is correct, then Hornbill performs as designed, which means, if user A logs a request or assigns a request, then user A will not get a notification for such action... because user A is the user which actually performs the action, it means is already aware of the action performed... Is this the scenario you experienced? Link to comment Share on other sites More sharing options...
Harry Posted November 7, 2017 Author Share Posted November 7, 2017 Hi Victor, oh ok thats interesting, I shall remove that role then. So now I'm trying to get email updates whenever a team member or customer post an update on a ticket but with no luck. Sorry I am very stuck. Kind regards Harry Link to comment Share on other sites More sharing options...
Victor Posted November 7, 2017 Share Posted November 7, 2017 14 minutes ago, Harry said: email updates whenever a team member or customer post an update on a ticket @Harry what kind of update is the one from team member? If is a "regular" update, there won't be any notification, but you can use @ mentions to notify individual users... if the update is an email update when you can set up notifications via guest.app.requests.notification.notificationType.emailUpdate.* application settings... For customer posts, you have these settings guest.app.requests.notification.notificationType.portalUpdate.* Link to comment Share on other sites More sharing options...
Harry Posted November 7, 2017 Author Share Posted November 7, 2017 thanks Victor, I have tried "@Harry" from a member of the team and I didn't get a notification in hornbill or email. Link to comment Share on other sites More sharing options...
Harry Posted November 7, 2017 Author Share Posted November 7, 2017 *@my full name Link to comment Share on other sites More sharing options...
Victor Posted November 7, 2017 Share Posted November 7, 2017 @Harry do you have a request reference where you did the mention? Link to comment Share on other sites More sharing options...
Harry Posted November 7, 2017 Author Share Posted November 7, 2017 Hi Victor, yes it is SR00000098 Kind regards Harry Link to comment Share on other sites More sharing options...
Victor Posted November 8, 2017 Share Posted November 8, 2017 @Harry when you do @ mentions you will only get a Hornbill notification, no email (we don't have email notifications for @ mentions). Can you check your notifications (the bell icon on the top right-hand side), check "Mentions" and "Dismissed"? On SR*98 I can see another user mentioning you at 13:16. This should have generated a notification like "You were mentioned by User X in request...", can you see this on your notifications list? Note: it is possible if you have the request opened at the time user X mentions you, then the notification would be automatically dismissed as it would assume you saw the mentions if you have the request open... (I am not 100% sure about this though) Link to comment Share on other sites More sharing options...
Harry Posted November 21, 2017 Author Share Posted November 21, 2017 Hi Victor, When a customer sends an update on a ticket, I don't get any notification in the top right corner or email notifications. Is this how its designed? Kind regards Harry Link to comment Share on other sites More sharing options...
Victor Posted November 21, 2017 Share Posted November 21, 2017 @Harry how did the customer send the update? Was it an email applied to the request? If yes, was it applied automatically by routing rules or by an analyst? Was the update made via the customer portal? Link to comment Share on other sites More sharing options...
Harry Posted November 21, 2017 Author Share Posted November 21, 2017 Hi Victor, The customer updated via the customer portal and I don't think she gets a notification on neither the web or email when I give an update via the live portal. my ticket is SR00000152 Kind regards Harry Link to comment Share on other sites More sharing options...
Victor Posted November 21, 2017 Share Posted November 21, 2017 @Harry have you enabled customer portal notifications? Link to comment Share on other sites More sharing options...
Harry Posted November 21, 2017 Author Share Posted November 21, 2017 Hi Victor, I put "both" for the two and doesn't do anything. Kind regards Harry Link to comment Share on other sites More sharing options...
Victor Posted November 21, 2017 Share Posted November 21, 2017 @Harry do you have this outbound routing rule configured in your instance? Notifications for portal updates require this... Link to comment Share on other sites More sharing options...
Harry Posted November 21, 2017 Author Share Posted November 21, 2017 Hi Victor, Yes thats correct. I tested the SPF which works fine. I'm using our own domain mailbox instead and I can send and receive emails via Hornbill. Other notifications like the IT analyst can receive email notification when customer updates via portal. But not the other way round. Kind regards Harry Link to comment Share on other sites More sharing options...
Victor Posted November 21, 2017 Share Posted November 21, 2017 @Harry the "live.hornbill.com" mail routing in your instances is not configured to use direct outbound. Can you please change the routing mode to "Use Direct Outbound" for the "live.hornbill.com" domain? Let me know if the notification issue still persists afterwards... Link to comment Share on other sites More sharing options...
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