email Email Routing rules => post to workspace?

[Lyonel]

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.

 

[Lyonel]

Note: I did read the wiki on routing rule template but I don't really find it useful for knowing where to start

https://wiki.hornbill.com/index.php/Email_Routing_Rules

https://wiki.hornbill.com/index.php/Routing_Rule_Templates

[James Ainsworth]

Hi @Lyonel

Thanks for your post.  The Service Manager Routing Rule templates are configured in the Administration portal under Hornbill Service Manager->Email->Routing Rule Templates. 

 

A video describing how the Routing Rule Templates work can be viewed here: https://www.hornbill.com/blogpost/email-routing-rule-templates/.  I'll add the video to the wiki documentation. 

I will also ask about the possibility of adding an operation for Hornbill Collaboration to create a post without having to raise a request.

Regards,

James

[Lyonel]

Thanks @James Ainsworth! I totally overlooked the "email" option in the Service Desk admin menu...
 

[James Ainsworth]

Hi @Lyonel

I also wanted to let you know that we have finished some development work to allow the Routing Rules to add a post to a workspace.  This will be provided in an upcoming Platform update.  Keep an eye on the release notes.

Regards,

James

 

[Daniel Dekel]

Hi @Lyonel,

The new operation for the Routing Rule is done and should be in the 2nd platform build. 

When you get this, you need to select in Application: Hornbill Collaboration , operation: postToWorkspace and the Reference is the Workspace ID you can get it from the URL:

https://live.hornbill.com/YOUR_INSTANCE/workspaces/urn:buzz:activityStream:2181c9df-dc04-4764-8491-373c5eac8f30/

Enjoy ;-)

Daniel.

[Lyonel]

@James Ainsworth @Daniel Dekel this is really cool!!! Thank you very much guys

[Lyonel]

@Daniel Dekel I finally have time to implement this, but I am struggling to get it to work...  Here is my setup:

The email gets received in the mailbox, but nothing happens... Except for the email to be redirected to the folder Drafts.

Looking into the logs, I can see this:

Am I doing something wrong?

[Lyonel]

bump @Daniel Dekel @Victor

I really need this to work now... Any help would be appreciated

[Daniel Dekel]

Hi @Lyonel,

Sorry but I didn't see your posts before. 

Let me check with the guys here to see what can be the problem.

Daniel.

[Daniel Dekel]

Hi @Lyonel,

We checked this functionality and are getting the same error as you do. Something is definitely wrong there.

We'll fix this and let you know when is ready. But will have to be in the next platform build unfortunately.

Daniel

[Lyonel]

Thanks @Daniel Dekel much appreciated

[Daniel Dekel]

HI @Lyonel,

Just to let you know that tonight there will be a platform build that will include the fix for this problem.

Let me know if is OK now ( or if is not :-(  )

Daniel.

[Lyonel]

@Daniel Dekel thanks for the heads up !

I am very pleased to say that the functionality is now working like a charm  

Thank you very much. It will be incredibly useful to us in the coming months.