John C Posted July 16, 2020 Share Posted July 16, 2020 Hello, Since the upgrade last night our new tickets come in from "noreply" as oppose to "IT service Desk" see below, can this be rectified immediately please? Please difference between yesterday and todays "From" @Victor (Offline) @Gerry Link to comment Share on other sites More sharing options...
John C Posted July 16, 2020 Author Share Posted July 16, 2020 @Gerry @Bob Dickinson @Victor (Offline) now we are receiving no emails at all about tickets being logged/assigned, can someone assist ASAP please? The tickets are still coming into the Service Manager but we are not receiving any emails.... JC Link to comment Share on other sites More sharing options...
Jack_Podmore Posted July 16, 2020 Share Posted July 16, 2020 +1 on this - we are getting all notifications through from "no reply" rather than our support email address too! Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted July 16, 2020 Share Posted July 16, 2020 +1 - us too! Link to comment Share on other sites More sharing options...
Frank Reay Posted July 16, 2020 Share Posted July 16, 2020 +1 Link to comment Share on other sites More sharing options...
ArmandoDM Posted July 16, 2020 Share Posted July 16, 2020 Hi @John C the email notifications are sent from the domain specified in the following app settings: guest.app.requests.notification.emailDomain guest.app.requests.notification.emailPrefix Can you please check they are set ? Regards Armando Link to comment Share on other sites More sharing options...
Jack_Podmore Posted July 16, 2020 Share Posted July 16, 2020 @ArmandoDM Sorry I know your message was aimed at @John C but I have just checked and this is what we are seeing: Are you saying we need to change these to fit to what they were yesterday? Thanks, Jack Link to comment Share on other sites More sharing options...
ArmandoDM Posted July 16, 2020 Share Posted July 16, 2020 @Jack_Podmore yes, this 2 settings define the 'From' in the notifications Regards Armando Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted July 16, 2020 Share Posted July 16, 2020 @ArmandoDM I just changed the settings (above) and I couldn't get an assignment email to be sent, so I reverted back to the defaults (as they were before I made the change) and now I don't seem to be getting ANY assignment emails (team or analyst assignments). This is how they are now and it doesn't look like it's working.... Link to comment Share on other sites More sharing options...
John C Posted July 16, 2020 Author Share Posted July 16, 2020 @ArmandoDM if you read my original mails, I stated this already re not receiving then etc... A fix is needed as my instance is not the only one effected... Link to comment Share on other sites More sharing options...
John C Posted July 16, 2020 Author Share Posted July 16, 2020 @ArmandoDM if the noreply is changed to whatever it was no emails come in etc...had to revert to noreply in order to receive emails as previously stated.. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted July 16, 2020 Share Posted July 16, 2020 @John C Previously, some of the Service Manager notifications (e.g. guest.app.requests.notification.notificationType.assignment setting) were sent from a mailbox and some others were sent from a noreply address (e.g. guest.app.requests.notification.notificationType.portalUpdate setting). In the last build, we unified this approach but as evident here, this unified approach is not desired and we'll have this reinstated. Please bear with us and we'll have this reinstated as soon as possible. Link to comment Share on other sites More sharing options...
Victor Posted July 16, 2020 Share Posted July 16, 2020 @all Apologies I am not fully online on forums right now (as indicated by my username). However I was made aware of this forum post. Until the previous functionality is reinstated (as mentioned by Ehsan), to have notifications working in your system please amend the following SM app settings: guest.app.requests.notification.emailPrefix and guest.app.requests.notification.emailDomain to mimic your mailbox address. For example, if your mailbox address is IT_Support@companydomain.co.uk then set up the setting as: guest.app.requests.notification.emailPrefix = IT_Support guest.app.requests.notification.emailDomain = companydomain.co.uk guest.app.requests.notification.emailDomain = companydomain.co.uk needs to be a valid outbound route in Home - System - Email - Outbound Mail Routing Link to comment Share on other sites More sharing options...
John C Posted July 16, 2020 Author Share Posted July 16, 2020 @Ehsan thank you, someone finally understands what I was trying to say Link to comment Share on other sites More sharing options...
Guest Ehsan Posted July 16, 2020 Share Posted July 16, 2020 @John C meanwhile I would suggest if you could please update your settings as per @Victor (Offline) 's instructions. We'll reinstate the behaviour as previously mentioned but as a Hornbill best practise, we would recommend that you update those settings for any emails that are not sent directly from a mailbox. Link to comment Share on other sites More sharing options...
John C Posted July 16, 2020 Author Share Posted July 16, 2020 @Ehsan we can't update the noreply as suggested by you and Victor as the minute i change this to say "IT Service Desk" we receive no mail notifications at all.... I have said this a few times now and it has happened to @Paul Alexander too, so we cannot revert....?? Link to comment Share on other sites More sharing options...
Guest Ehsan Posted July 16, 2020 Share Posted July 16, 2020 @John C Sorry this may be a misunderstanding but "IT Service Desk" is not a valid email address as it has spaces in it. "IT Service Desk" appears to be a display name rather? In the example below, I've set a gmail account as my shared mailbox. In the Default Address field, the value before "@gmail.com" would be the value to update guest.app.requests.notification.emailPrefix setting with. For example if the default address were "ehsan_development@gmail.com", the emailPrefix would be "ehsan_development". Link to comment Share on other sites More sharing options...
John C Posted July 16, 2020 Author Share Posted July 16, 2020 @Ehsan yes display name, see mails from yesterday as IT Service Desk, and today they show as noreply... If I change the noreply option you speak of, to IT Service Desk, we receive no emails at all......... Link to comment Share on other sites More sharing options...
John C Posted July 16, 2020 Author Share Posted July 16, 2020 @Ehsan also that other setting you speak of is already correct, so I think the issue lies elsewhere.. Link to comment Share on other sites More sharing options...
Victor Posted July 16, 2020 Share Posted July 16, 2020 @John C don't update the email prefix (guest.app.requests.notification.emailPrefix) to "IT Service Desk" ... IT Service Desk is the display name of your mailbox and the display name for the mailbox address in your email client. Email prefix is what the name says, the prefix for the resulted originating email address. As I said in my example above and mentioned by Ehsan too, have a look at what is the email address for your mailbox (not the mailbox display name, the actual email address). Then for guest.app.requests.notification.emailPrefix put whatever value you have before @. So your email display name is "IT Service Desk" (which might also be the mailbox name in HB) but the actual address can be "support_desk@yourcompany.co.uk". In this case the value for the email prefix app setting is "support_desk" and not "IT Service Desk" Link to comment Share on other sites More sharing options...
ArmandoDM Posted July 16, 2020 Share Posted July 16, 2020 Hi @Paul Alexander, @Frank Reay @Jack_Podmore @John C your instance has been updated , the notification framework has been reverted to the previous version. Apologies for the inconvenience. Regards Armando Link to comment Share on other sites More sharing options...
Jack_Podmore Posted July 16, 2020 Share Posted July 16, 2020 Hi @ArmandoDM, I can confirm this is now working as per previously. Thank you for reverting this for us! Best, Jack Link to comment Share on other sites More sharing options...
ArmandoDM Posted July 16, 2020 Share Posted July 16, 2020 Thank you for giving confirmation @Jack_Podmore Regards Armando Link to comment Share on other sites More sharing options...
John C Posted July 16, 2020 Author Share Posted July 16, 2020 @ArmandoDM Working finally, thanks... Link to comment Share on other sites More sharing options...
ArmandoDM Posted July 16, 2020 Share Posted July 16, 2020 No worries @John C Link to comment Share on other sites More sharing options...
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