Brhow Posted September 27, 2019 Share Posted September 27, 2019 Inbound email doesnt seem to be working on my instance. I would like to set up updates on my incidents from reply emails. I successfully receive outbound emails from the below address when i send them or change request statuses. Delivery has failed to these recipients or groups: cpdservicedesk@live.hornbill.com The e-mail address you entered couldn't be found. Please check the recipient's e-mail address and try to resend the message. If the problem continues, please contact your helpdesk. The following organization rejected your message: maillive.hornbill.com. Link to comment Share on other sites More sharing options...
Steven Boardman Posted September 27, 2019 Share Posted September 27, 2019 @Brhow it looks like there is a different mailbox set up on your instance - support-cpdservicedesk@live.hornbill.com Possibly take a look in your mailboxes in the admin tool, just to double check what is setup in the Shared mailboxes Link to comment Share on other sites More sharing options...
Brhow Posted September 30, 2019 Author Share Posted September 30, 2019 Hello, This is what i have under that tab. Link to comment Share on other sites More sharing options...
Brhow Posted October 1, 2019 Author Share Posted October 1, 2019 @Steven Boardman Hello, i cant see anything indicating that email address. Where did you see it? I can send email to that address. How can we change it to remove the support- bit? Thanks Link to comment Share on other sites More sharing options...
Victor Posted October 11, 2019 Share Posted October 11, 2019 @Brhow that is a Hornbill email account. When did we provide this mail account. Was it during switch on? Looks like there is some incorrect configuration there... NOTE: I would like to remind everyone that Hornbill forums are publicly accessible so one might need to be careful when posting sensitive/confidential information, such as email addresses. 1 Link to comment Share on other sites More sharing options...
Brhow Posted October 15, 2019 Author Share Posted October 15, 2019 @Victor Hi Victor, Thanks for your reply, you did provide it to us. From my talks with Steven it seems like the format is set as support-[instancename]@live.hornbill.com. I have raised a question as to whether it can be amended. In the end i got it working by adding a new alias with the support- at the front. Thanks Link to comment Share on other sites More sharing options...
Victor Posted October 15, 2019 Share Posted October 15, 2019 3 hours ago, Brhow said: I have raised a question as to whether it can be amended. In the end i got it working by adding a new alias with the support- at the front. I think our product specialists are the best positioned to advise on this. You can raise a request in this regard with them using the services available on our customer success portal: https://success.hornbill.com/hornbill/servicemanager/service/20/catalogs/ Link to comment Share on other sites More sharing options...
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