Jump to content

Victor

Administrators
  • Content Count

    4,708
  • Joined

  • Last visited

  • Days Won

    123

Victor last won the day on April 12

Victor had the most liked content!

Community Reputation

677 Omniscient

5 Followers

About Victor

  • Rank
    Hornbill Sith Lord
  • Birthday 02/22/2010

Recent Profile Visitors

4,249 profile views
  1. This enforces the user to select a catalog item otherwise the PCF won't progress. As for the workflow, I am not aware of any specific issues in this area, maybe you can raise a support request so we can investigate in bit more detail (https://www.hornbill.com/support/).
  2. @ALIPO ok, thanks, so this is what Gareth experiences when trying to save the view. Browsers?
  3. Just to make sure I understand, the issue happens for Gareth when he tries to create (save) the view, not when you try to create a view for Gareth (which is not actually possible - creating a view for someone else). What browsers are used?
  4. @Jeremy use an invisible character. For each addition to the custom field that will hold the final text put an ALT+255 on the first line, like this: The "dot" you can see in the screenshot highlighted, is the ALT+255 character. To obtain it just press ALT (keep it pressed while typing 255 on keyboard using the numeric keys on the right hand side of the keyboard) Here is an example of the result, I have two update nodes on Customer 32, one adds text "Value 1" the other adds "Value 2" (as append): Request timeline: Email sent viewed from Hornbill: Email re
  5. @Alisha we will have to raise a support request to investigate this. EDIT: we have raised it you should have received a notification email in this regard.
  6. @nasimg workflows can also be restarted from admin tool, in this case the Service Desk admin role is not required. Obviously the user would have to have access to the admin area.
  7. @Paul Lear not possible via the UI. It can be done by our Product Specialists from our Customer Success team but is an expert service exercise as it requires quite a few changes in the data for this user.
  8. @Alisha yes, there should be a bitton, does not say save but update. Like this: Shall I take it you don't see the Update button?
  9. Can you please detail on what happens? Is it an email address you type in? Is it that you cannot type in the field or you can type but something else happens? Or you cannot save the configuration?
  10. @nasimg and anyone else. In case anyone thinks to just allocate this role to analysts for this sole purpose (restart a workflow from request UI) please be mindful that Service Desk Admin role also provides other types of access and rights, for example it can access any request in the system bypassing the restrictions that subscriptions and teams supporting a service impose. So, if you have any areas or functionality that you do not want the user to access, please ask here first.
  11. By default the user who made the timeline update is able to edit it as long as the post in the timeline does not have any comments or likes. An admin user (iirc a user having Super User role) can do the editing regardless of who made the update and regardless if the post has likes or comments.
  12. @Jeremy you can delete (edit) the content of the timeline entry which is the email content in the timeline. For example, I have this entry from an email: I can then use the Edit option to change it into: Would this not achieve the same thing? Apologies if I am missing something... @Martyn Houghton for the time being, it isn't possible to remove an image from a post.
  13. @Jeremy there is functionality to allow editing the timeline for this purpose. This is managed via guest.servicemanager.request.timeline.availablePostTypes.editPost application setting. By default the user who made the timeline update is able to edit it as long as the post in the timeline does not have any comments or likes. An admin user (iirc a user having Super User role) can do the editing regardless of who made the update and regardless if the post has likes or comments.
  14. @Daniella R. Goral not quite. The issue with dealing with multiple timezones is that 6:53 looks fine for the customer for example, but will look incorrect for someone else receiving the email who is in a different timezone. Even if that would be let's say ok for your analysts, the customer might forward the email within their own organisation who in turn might have users in multiple timezones and again that 6.53 won't look right anymore. What we would advise is to use a so called "common denominator". You can format the date/time value in the email based on the instance timezone. Then in
×
×
  • Create New...