Tina.Lapere Posted July 20, 2016 Share Posted July 20, 2016 I've updated the system to v 2.28.18 and unfortuantely we are still not getting any emails or call notifications through when calls are updated. When calls are assigned they are working ok just not the others. Thanks Tina 1 Link to comment Share on other sites More sharing options...
Guest Chaz Posted July 20, 2016 Share Posted July 20, 2016 Hi Tina, this bit of functionality isn't quite ready yet. It hasn't made it into our next release either, but should be in the one after that. Keep an eye out on the release notes! Link to comment Share on other sites More sharing options...
Tina.Lapere Posted July 22, 2016 Author Share Posted July 22, 2016 Thansk cchana, It used to work - is it something that got effected by one of the updates recently? It's proving very frustrating for our Analysts and I'm sure I've seen it mentioned by others on the forum too. Link to comment Share on other sites More sharing options...
Victor Posted July 25, 2016 Share Posted July 25, 2016 @Tina.Lapere is it notifications for updates via the portal or notification for autoresponder email updates? As @cchana said, customer portal update notifications is coming in the next release, but other should work fine... Link to comment Share on other sites More sharing options...
Tina.Lapere Posted July 27, 2016 Author Share Posted July 27, 2016 Hi Victor, Its the notifications that analysts should receive when a call is updated by a colleague that isn't working. Link to comment Share on other sites More sharing options...
Victor Posted July 27, 2016 Share Posted July 27, 2016 @Tina.Lapere this should work as far as I know... Can you please send us the details of the issue, with call references if possible where you tested this, and log a support call using: https://www.hornbill.com/request/ Link to comment Share on other sites More sharing options...
ojenkins Posted July 28, 2016 Share Posted July 28, 2016 Hello, I am having a similar issue. When a customer emails in and the request is Auto-Updated. None of us receive the email that tells us it's updated. This seems to be since we ran the update on 26/7/16 at 14:50. In all honesty, it's always been intermittent. But now it doesn't work at all. Has anyone found a solution? Thanks Omaha Sample ref: SR00000301 - Link to comment Share on other sites More sharing options...
Victor Posted July 28, 2016 Share Posted July 28, 2016 @ojenkins just to double check, do you have these Service Manager application settings configured? guest.app.requests.notification.emailTemplate.analystAutoresponder - The email template to be used when sending a manual email or an email autoresponder update notification; guest.app.requests.notification.emailTemplate.groupAutoresponder - The email template to be used when sending a manual email or an email autoresponder update notification (if you use team notifications); guest.app.requests.notification.notificationType.emailUpdate - Notification type for automated new requests and updates to requests via email (configured to "email" or "both"). Link to comment Share on other sites More sharing options...
ojenkins Posted July 28, 2016 Share Posted July 28, 2016 Hi Victor, Yes, all of those are configured. I set the .emailUpdate to "both" today (in case that helped), previously it was "Email Only" I have checked to make sure those templates have the correct name. Thanks Omaha Link to comment Share on other sites More sharing options...
ojenkins Posted July 28, 2016 Share Posted July 28, 2016 48 minutes ago, ojenkins said: Hi Victor, Yes, all of those are configured. I set the .emailUpdate to "both" today (in case that helped), previously it was "Email Only" I have checked to make sure those templates have the correct name. Thanks Omaha @Victor Link to comment Share on other sites More sharing options...
Victor Posted July 28, 2016 Share Posted July 28, 2016 @ojenkins I did a bit of tweaking in your instance, can you have another try and test the notifications now? Link to comment Share on other sites More sharing options...
ojenkins Posted July 28, 2016 Share Posted July 28, 2016 Thanks @Victor - Still not right, Though it seems a colleague has just received two notification emails. I have just sent 2 test emails (For and SR and an IN) Both requests have been updated. No emails in sent mail to say the Notification were sent. Link to comment Share on other sites More sharing options...
ojenkins Posted July 28, 2016 Share Posted July 28, 2016 Hi @Victor A small update. The notifications I see sent, were added to the call with the "Apply to Request" Button. Those that Auto-updated. Did not send a notification. Link to comment Share on other sites More sharing options...
Victor Posted July 28, 2016 Share Posted July 28, 2016 @ojenkins can you please log off then log back on? Then try another test? It would require your user to reload the associated roles to apply the changes I made ... Link to comment Share on other sites More sharing options...
ojenkins Posted July 28, 2016 Share Posted July 28, 2016 Hi @Victor, Alas log out and back on did not get them sending Link to comment Share on other sites More sharing options...
Victor Posted July 28, 2016 Share Posted July 28, 2016 Hmm... that's odd...same error yet I did apply the changes... hmm... Right, I have tried one more thing, @ojenkins would you mind log off and back on and try again? Please try and test the AR update to a call that does not belong to you. You won't get a notification if you send and email and AR updates a call that you own Link to comment Share on other sites More sharing options...
Tina.Lapere Posted September 2, 2016 Author Share Posted September 2, 2016 @cchana @Victor - any update on the Portal notifications being fixed? As I can't see anything mentioned in the latest release. Thanks Tina Link to comment Share on other sites More sharing options...
Tina.Lapere Posted September 9, 2016 Author Share Posted September 9, 2016 @Victor @cchana - I'd be grateful for an update on this please as it's driving the analysts nuts. Link to comment Share on other sites More sharing options...
Victor Posted September 9, 2016 Share Posted September 9, 2016 @Tina.Lapere sorry for delayed reply, notifications have been reworked and they should function much better in upcoming Service Manager 2.32. ETA for deployment is early next week. Link to comment Share on other sites More sharing options...
Keith Posted October 12, 2016 Share Posted October 12, 2016 Victor, I seem to have the same issue and am using 2.33.5. Are others still experiencing the issue? Keith Link to comment Share on other sites More sharing options...
Hornbill Staff DR Posted October 12, 2016 Share Posted October 12, 2016 Hi Keith,  thanks for your post. Which notifications do you appear to be having difficulty with? Is it just one type (such as email notifications to analysts when a call is assigned) or all of the email notifications? If it's all of them, I would check the mailbox sent items. If you can see a notification email in there, that suggests that Hornbill at least recognised it should fire a notification email and also attempted to send it which indicates the setting is active. In the above case I'd check your junk mail folder in your email client where you expected the email to be received, and also make inquiries with you mail exchange team. Perhaps it was blocked or discarded at that point. Please let me know if what you find. Thanks, Dan Link to comment Share on other sites More sharing options...
Victor Posted October 12, 2016 Share Posted October 12, 2016 @Keith I am not aware of anyone still experiencing this issue, we do not have any active incidents in support queue in regards to this. Do you have notifications enabled in Service Manager settings? Can you please follow @DanielRi advice and let us know of the outcome? Link to comment Share on other sites More sharing options...
Keith Posted October 13, 2016 Share Posted October 13, 2016 @DanielRi / @Victor My issue relates to updates entered by customers in the portal which I am currently trying to test. I have changed setting guest.app.requests.notification.notificationType.portalUpdate to have value BOTH but upon updating an incident in the portal I get neither a notification in Hornbill nor an email. FYI - emails which I have configured as part of the business process flows are sending out just fine. Thanks Keith Link to comment Share on other sites More sharing options...
Victor Posted October 13, 2016 Share Posted October 13, 2016 @Keith in this case it should be working I will raise an incident with support desk in regards to this to investigate further. Link to comment Share on other sites More sharing options...
Keith Posted October 13, 2016 Share Posted October 13, 2016 @VictorShould I just raise this with Nadeem who is handling my switch on? Link to comment Share on other sites More sharing options...
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