Dan Munns Posted September 1, 2016 Share Posted September 1, 2016 Hi all, I have just started looking at email routing rules and have gotten a rule to log a call based on the email address. I would like it to log a call and assign it to a specific team (preferred) / use a specific BPM. Is this possible at the moment? My rule writing skills are a bit (read a lot) rusty as I haven't touched anything like this for a fair few years so apologies if this is simple. Thanks Link to comment Share on other sites More sharing options...
Victor Posted September 1, 2016 Share Posted September 1, 2016 Not at the moment. But we have a change in the 90-day roadmap to improve the functionality around routing rules. You can see the Development Roadmap on our customer portal: https://success.hornbill.com/hornbill/servicemanager/service/2/roadmap Link to comment Share on other sites More sharing options...
Dan Munns Posted September 1, 2016 Author Share Posted September 1, 2016 Hi Victor, When the ticket is logged does it use a default BPM anywhere? Link to comment Share on other sites More sharing options...
Victor Posted September 1, 2016 Share Posted September 1, 2016 Depends... The BP that will be associated to the call can be assigned in the following order: on the service catalog item; on the service itself; on application settings. If the first two are not possible - the request is logged without being associated to a service or there is no BP set on catalog or service, Hornbill will use the application settings to associate the BP. Link to comment Share on other sites More sharing options...
Dan Munns Posted September 1, 2016 Author Share Posted September 1, 2016 Hi Victor, Both app.requests.defaultBPMProcess.incident and app.email.routing.rules.default.service.IN are set to use a specific BPM and the call logged via email is still not using a BPM I can see. Link to comment Share on other sites More sharing options...
Victor Posted September 1, 2016 Share Posted September 1, 2016 Hmm, strange... it works for Service Requests (i.e. using logOrUpdateServiceRequest flowcode in routing rules). I will log another incident for this. Link to comment Share on other sites More sharing options...
Dan Munns Posted September 1, 2016 Author Share Posted September 1, 2016 I bet you are all sick of me raising issues this last couple of weeks! Link to comment Share on other sites More sharing options...
Dan Munns Posted September 2, 2016 Author Share Posted September 2, 2016 Ok I resolved this last night by creating a completely new service and setting it to use that. Now works ok. Thanks Link to comment Share on other sites More sharing options...
Victor Posted September 2, 2016 Share Posted September 2, 2016 13 hours ago, Dan Munns said: I bet you are all sick of me raising issues this last couple of weeks! I would be worried if you didn't! I know we don't have a perfect app yet so all the issues you raise help us achieve goal. So, keep them coming 10 minutes ago, Dan Munns said: Ok I resolved this last night by creating a completely new service and setting it to use that. Now works ok. Thanks Is this for incidents? I have tried this yesterday on incidents and had the same issue... Link to comment Share on other sites More sharing options...
Dan Munns Posted September 2, 2016 Author Share Posted September 2, 2016 Yes for incidents. I created a service called email rules and set the incident emails to use that service and it works. It also work with the catalog items within the service if I put that name in rather than the service name. I still have no idea why I couldn't get it to work with an existing service though. Link to comment Share on other sites More sharing options...
Dan Munns Posted September 2, 2016 Author Share Posted September 2, 2016 30 minutes ago, Dan Munns said: It also work with the catalog items within the service if I put that name in rather than the service name. Cancel that, you have to use a service name and not catalog item. Apologies. Link to comment Share on other sites More sharing options...
Victor Posted September 2, 2016 Share Posted September 2, 2016 @Dan Munns there were 2 releases for platform and admin tool yesterday evening. I think this is why is working now... and it should work with existing services as well... Link to comment Share on other sites More sharing options...
Dan Munns Posted September 2, 2016 Author Share Posted September 2, 2016 I'll have a try with existing services and let you know Thanks Victor Link to comment Share on other sites More sharing options...
Dan Munns Posted September 2, 2016 Author Share Posted September 2, 2016 Yep works with old services as well now. Would there be the possibility of allowing the selection of a catalog item rather than a service as this would allow much greater flexibility. Selection such as Service Name : Catalog Item name much in the same way as categories are drilled into. I understand that there is an item on the roadmap to improve this but it wont let me log in to the portal or send me the email to reset my password so I cant log on to look properly. Link to comment Share on other sites More sharing options...
Victor Posted September 2, 2016 Share Posted September 2, 2016 @Dan Munns it could be that your contact is not associated to the portal. I will check this and come back to you. Link to comment Share on other sites More sharing options...
Ralf Peters Posted September 5, 2016 Share Posted September 5, 2016 On 01/09/2016 at 3:10 PM, Victor said: Not at the moment. But we have a change in the 90-day roadmap to improve the functionality around routing rules. You can see the Development Roadmap on our customer portal: https://success.hornbill.com/hornbill/servicemanager/service/2/roadmap Hi Victor, I tried your link to look at the roapmap, asked me for Username and password , provided cummunity portal details but it does let me log in ( unexpected error occured...) Thanks Ralf Link to comment Share on other sites More sharing options...
Victor Posted September 5, 2016 Share Posted September 5, 2016 @Ralf Peters the community portal details won't work (I assume you refer to the Supportworks world). Can you please use the "Forgot Password" functionality using your email address, set up your password and try again? Link to comment Share on other sites More sharing options...
Ralf Peters Posted September 5, 2016 Share Posted September 5, 2016 Quote @Victor that was the first thing i tried , reset the password but still can't get in ?? Link to comment Share on other sites More sharing options...
Dan Munns Posted September 5, 2016 Author Share Posted September 5, 2016 Any update for me on this please? Link to comment Share on other sites More sharing options...
Victor Posted September 5, 2016 Share Posted September 5, 2016 @Dan Munns I have just created your account and was about to update then I saw @Ralf Peters's reply and was looking to see if there are any issues with the portal, especially the "Forgot Password" functionality... Link to comment Share on other sites More sharing options...
Ralf Peters Posted September 5, 2016 Share Posted September 5, 2016 @Victor i am now able to login , but don't have any services assigned , can only see the rotating banner Link to comment Share on other sites More sharing options...
Victor Posted September 5, 2016 Share Posted September 5, 2016 @Ralf Peters can you post a screenshot please? @Dan Munns can you please try to reset your password using the "Forgot Password" functionality? Link to comment Share on other sites More sharing options...
Dan Munns Posted September 5, 2016 Author Share Posted September 5, 2016 Working now thanks Victor. Any update on the other comment? Quote Would there be the possibility of allowing the selection of a catalog item rather than a service as this would allow much greater flexibility. Selection such as Service Name : Catalog Item name much in the same way as categories are drilled into. Thanks Link to comment Share on other sites More sharing options...
Victor Posted September 5, 2016 Share Posted September 5, 2016 @Dan Munns I would advise raising this in a separate thread. Being a change/feature request, our product managers would have to advise on this... Link to comment Share on other sites More sharing options...
Ralf Peters Posted September 5, 2016 Share Posted September 5, 2016 @Victor Link to comment Share on other sites More sharing options...
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