Ralf Peters

@James Ainsworth thank you very much for the detailed responses , i tried to reload the application cache and got this red error box "Failed to send request to cache service" Thanks Ralf

@Pamela So if i uninstall service manager through the admin site will we lose our setup / history ? Thanks Ralf

@pamela i was referring to David Halls comment that the update looks like it was successful and your comment to re-install the product as the update may not have been successful , hence the confusion .

Thanks for the replies . is there or isn't there a problem with our instance, your answers are not quite clear on that ? uninstalling the APP ??, wouldn't we lose our setup ?? just checked some of the new functionality , multi request selection doesn't seem to be available , app.experimental.multipleRequestsAction is set to ON . when i select one request in the service manager request view i get a new "Action" button that doesn't do anything, select more then one and it disappears again ? No new info( Video pop-up) from Harry Hornbill either on new features ?? Thanks Ralf

Hi Guys, tried to update our version of service manager this morning which was showing as build 1048 available . got an error " could not access cache ..." during update process , i think i must have hit the update button when you were releasing version 1049 this morning . when i now go to the "app store", the update option is no longer available and it shows running build 1049 , update history only shows build 1033 7th August as last update . is there a way of checking that the update was applied successfully ? Thanks Ralf

@Chaz thanks for the reply , that's the workaround we are using at the moment , not ideal though as the accounts user has to raise the ticked then email the attachment ..... Thanks Ralf

@Gerry our accounts team is set up as a Full User, the problem we are having is that they raise a ticket, add an attachment to it , the notification email to the customer does not include the attachement and the customer portal does not show the attachement either. Thanks Ralf

@Gerry Thanks for the reply , i think Collaboration is still a step too far for us . I thought there maybe a solution within our current licensing model ?? Thanks Ralf

Hi , I am looking for some ideas . We have a new requirement, rather than the customer raises the ticket , we want to raise a request against the customer to get them to action/respond to a query , mainly accounts issue. So we raise a ticket against the customer , enter all the details , attach a document ... Our current BPM then sends an email to customer using template XYZ that a ticket has been logged. My question is , how can include the document that I have attached during the progressive capture to the ticket using email template xyz , i can't find any variable referring to it ? Thanks Ralf

Thanks @Victor

@Victor , maybe it wasn't just the caffeine afterall , checked a few tickets today and found the attachment issue a bit random : what i am doing is opening up the request ,go to the first update on the time line , more action , view email ( these tickets have been logged by an email auto rule ) on the email i select forward , it opens a new compose windows , somtimes it includes the attachment some times it doesn't : if you want to try : do not include Attachments : SR00027464 SR00027486 Do include attachments: SR00027480 SR00027412 tried different browser Chrome , IE same issue. Thanks Ralf

@Victor I’m sorry i must have had a moment of poor judgment :-),I blame low caffeine levels , when trying it again today the attachments are there . please ignore .

Hi @Victor, is there another application setting that says to include attachements when forwarding emails , this doesn't seem to work for us at the moment ? ThanksRalf

@Victor thanks for the reply on another note do you know why logging of automated email updates are logged with visibility of Team only ? Couldn't see anything in the email rule that would give me that option ?? Thanks Ralf

Hi @Victor do you have a Date for the implementation of separating attachment when logged via system responder ? I also find that when you look for it on the timeline ( the email) ,scrolling all the way to the bottom , the "View Email" option under "More Actions" is never visible unless you scroll down further once the "more actions" list opens .. Thanks Ralf

thanks @Daniel Dekel

Hi, I must admit I haven’t checked my list of contacts for a while ,but I noticed today that I am missing a few I added when I set up the system. Basically I added some distribution groups emails as contacts so I could use them in System emails ….. They are now missing when I go the contacts screen or email lookup I tried to add them again but they didn’t show either. So I created a dummy Contact Organisation and added the emails again assigned to that organisation , now they are showing . When I look at the h_sys_contact table, all my old original contacts are still in there. My question is that something that has changed recently, if yes - the organisation field on the new contact form is NOT flagged as mandatory ? Thanks Ralf

@Rachel Crisp when you created your view , did you include all services ? i found that when i don't specify all services as a condition i only get my "Home" Team /services in the list

@Victor FYI : i have added all basic users to the required role ,so should work now even accross updates . Thanks Ralf

@Victor thanks for the reply , was that restriction implemented on the 9th May ? All tickets prior to that did not fail ( for at least 6 month) , the BPM is the same and had not changed, 98 % of tickets were raised by basic users ?? Ralf

@Victor yes emails were send , it only affected the Data Selection team Service. 98% of all their tickets are raised through the portal by basic users directly, so there should be heaps of examples :). last one working SR00024800 09/05 15:56 first one failing SR00024816 10/05 10:53

Hi @Victor just put a couple of test tickets through via the portal , they seem to work now , not flagging the error anymore SR00024872 SR00024873 Thanks Ralf

Hi @Victor thanks for checking that so quickly . SR00024863 was raised by me from an email , interesting so it only effects tickets raised by basic users, which were all working fine prior to the 10th ?? Basic user raised ticket via portal SR00024703 as a working example. i'll get them to try again and let you know Ralf

Hi, we seem to be geting this error the last few days after the 10th may . i have checked the contact it is send to , it exists , the email is send examples are : SR00024863 SR00024852 SR00024837 SR00024835 SR00024834 this is the only BPM that emails a contact .... Thanks Ralf

Hi @Victor thanks for the help , fully understand what you are saying !