Anthony Albon Posted January 2, 2020 Share Posted January 2, 2020 Hi, When I log an incident call, the email comes from the @live.hornbill.com email email address rather than the new mailbox I have set up and specified as default under the service settings. If I update a call then the update goes from the correct mailbox but call logged and resolved emails are coming from the @live.hornbill.com address. Any ideas? Is there a way to specify the new mailbox as a blanket for everything maybe? Thanks Link to comment Share on other sites More sharing options...
Guest Ehsan Posted January 2, 2020 Share Posted January 2, 2020 Hi @Anthony Albon, Could you update "guest.app.requests.notification.emailDomain" application setting with the desired Domain and give it another try? You can update this setting via the Admin Tool (https://admin.hornbill.com/[YOUR INSTANCE NAME]/> Applications Tile > Hornbill Service Manager Tile > Settings Tile > Filter by "guest.app.requests.notification.emailDomain" ). Ehsan Link to comment Share on other sites More sharing options...
Anthony Albon Posted January 2, 2020 Author Share Posted January 2, 2020 The guest.app.requests.notification.emailDomain setting appears to be set to our email domain already. guest.app.requests.notification.emailMailbox looks like its set to the incorrect one though... Link to comment Share on other sites More sharing options...
Guest Ehsan Posted January 2, 2020 Share Posted January 2, 2020 Yep, that would be the Mailbox name, rather than Domain. Is the problem addressed after updating the emailMailbox setting? Link to comment Share on other sites More sharing options...
Anthony Albon Posted January 2, 2020 Author Share Posted January 2, 2020 No, unfotunately not. So if I raise a call, the call logged and call resolved emails come from the live.hornbill.com address. The only email that comes from the right mailbox is the 'assigned to you' email to the analyst Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 2, 2020 Share Posted January 2, 2020 @Anthony Albon Are the email sent via the BPM process or are they the system generated ones? Cheers Martyn Link to comment Share on other sites More sharing options...
Anthony Albon Posted January 2, 2020 Author Share Posted January 2, 2020 @Martyn Houghton I have been through all the BPM processes and changed the mailbox name in all the email steps to the correct mailbox but it hasn't made a difference so maybe they are sent through system generated ones? Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 2, 2020 Share Posted January 2, 2020 @Anthony Albon Just a thought, you are testing with a fresh incident logged after publishing the workflow changes, as they only affect new requests? Cheers Martyn Link to comment Share on other sites More sharing options...
Guest Ehsan Posted January 2, 2020 Share Posted January 2, 2020 @Anthony Albon in support of Martyn's response, have you published the changes that you have made to the processes? Link to comment Share on other sites More sharing options...
Anthony Albon Posted January 2, 2020 Author Share Posted January 2, 2020 @Martyn Houghton Yes, I am creating new incidents each time. Also get exactly the same behaviour with service requests Link to comment Share on other sites More sharing options...
Guest Ehsan Posted January 2, 2020 Share Posted January 2, 2020 @Anthony Albon Have you checked whether you've published the changes to your process? Also, is it an OOTB Email Template? If so, what is the title of the email? Link to comment Share on other sites More sharing options...
AndyHill Posted January 2, 2020 Share Posted January 2, 2020 If you have multiple mailboxes then it sends from calls using whatever the default is. You can change by selecting a mailbox and hitting the pin. If no pin shows then that is the default. Link to comment Share on other sites More sharing options...
Anthony Albon Posted January 3, 2020 Author Share Posted January 3, 2020 @Martyn Houghton @Ehsan @AndyHill ahh ok, i had validated the process but not published it. Thanks guys. I published it and now the initial incident has been logged email is coming from the correct mailbox. However when I go into the incident as an analyst I get an error : No matching GotoIf found. Does this mean that there is something wrong with one of the decision points in the process? Not sure how to track it down.. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted January 3, 2020 Share Posted January 3, 2020 @Anthony Albon In your process, there must a Decision node. The above indicates that there was no matching branch in the Decision node. The stage at which the process had failed should be visible in the HUD (the top of page when viewing a Request). There is some information on the Wiki below: https://wiki.hornbill.com/index.php/Business_Process_Designer - Scroll down to "Nodes" section. https://wiki.hornbill.com/index.php/Custom_Expression_Builder Link to comment Share on other sites More sharing options...
Martijn Posted January 3, 2020 Share Posted January 3, 2020 Hi @Anthony Albon Does the error display a canvas id something like "decision-c771de13" if you then go in to your BPM and click on a decision block there his an option to show the canvas id(top right corner within the block options). form there you can match it with the one from the error by clicking on the other decision blocks. Link to comment Share on other sites More sharing options...
Anthony Albon Posted January 3, 2020 Author Share Posted January 3, 2020 OK ive tracked down the dodgy decision block and it appears to be working now. Thanks for all your help everyone Link to comment Share on other sites More sharing options...
Steve Giller Posted January 3, 2020 Share Posted January 3, 2020 @Anthony Albon Just as a tip, it always pays to have a "No Match" on a decision node, even if you're sure it can't ever fail to match, just to cover that impossibility. Link to comment Share on other sites More sharing options...
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