Victor

@m.vandun I had to create a test request (IN00006244) which I canceled to see what the issue is since I was unable to spot any error in the logs. So, what happens is that your "Add attachments" form is actually in a progressive capture that switches after selecting a service catalog item (the "parent" progressive capture). You can see when the capture switches, there is no more attachment section on the right-hand side summary. My suggestion is to have the "Add Attachments" form in the progressive capture for the catalog item(s)... the "child" progressive capture... EDIT: hold on to this, there might be some ProCap configuration which might be the underlying cause for this, please bear with me while I'm having a bit more thorough look...

@m.vandun not yet I'm afraid ... Can you tell me the request reference for the test and I'll have a look at this today...

@Dan Munns please raise a support request with us regarding this issue. We need a bit more detailed (thorough) investigation to see what's going on...

@Shamaila Yousaf If the request is logged by auto responder (you will see the timeline being created by System Autoresponder and the timeline entry mentioning it) then there is nothing it can be done. Auto responder is not currently designed to process attachments. Is something that we looking to improve in the future. If the request is logged by an analyst from an email then your progressive capture for "raise new" needs to have the "Add Attachments" form. If the progressive capture does not have this form, the email attachments will not be processed...

@AndyColeman I assume you will update to build 993 (which is the latest update available in live instances but this build was deployed for some time...). So, this build does not have this fix. I was referring to the "next" update which is incoming...(basically build 994 or greater) as @Mohamed advised as long as the feedback timer has not expired, the user can use the feedback... If the feedback timer expires then the feedback option for that request is gone. No additional options. Perhaps you want to cater for longer delays by setting a sufficient feedback expiry timer...

@AndyColeman it is a defect around feedback still being counted/displayed after it has expired. It is fixed in the next Service Manager update.

@Paul Alexander I fixed the BP, and sent it over via email... @samwoo if is the same BP as mentioned in my email to you, I can't replicate the issue...

@Stephen Hutchinson why not let them set their own password directly via the "Forgot Password" option?

@Dan Munns send me the BP config file, I'll have a look and see IF this can be somehow added until we have a permanent solution...

@samwoo send the me BP configuration as well...

I don't know... I highlighted the issue internally...

...simply returned him to the services form or... ? I never seen this...

@Dan Munns yes, the BP engine only has the concept of "full" users... I assume you mean adding "basic" users...I have seen this scenario before on the email node when you try to email a "basic" co-worker but you won't find them in the user field...

@Dan Munns yes, if this setting is turned off... (or you should be able to anyway )

@Martyn Houghton can you raise this with support so we can investigate in more detail. Thanks!

@Martyn Houghton when you reach the "Service Details" form in the "new change switch" pro cap, do you select a catalog item or just the service itself? ... Do you get to next form, the "Request Details" after "Service Details" or it jumps straight after service? Is it possible to run this pro cap in your instance? I mean if you have it active...

@Paul Alexander that specific issue you show in the screenshot whereby you have lines linking nodes that seem to go nowhere (somewhere outside to left of screen) can occur when you delete or manipulate node groups... Especially when you import a BP configuration that has groups or copy groups across... Unfortunately you can't "get it back". Re-load the BP, does it show the same? If so, download the BP config and send it to me and see if I can fix it.

@Claire Holtham These "subject" and "message" you can fill in in escalations interface are used by this template: "ServiceLevelEscalation". If you choose to use a different template, then the "subject" and "message" you fill in in escalations won't be used.

@Paul Alexander did or do you use groups? to group two or more nodes?

@Shamaila Yousaf have a look at the following threads: Is it the same issue you experience as discussed there?

@Prathmesh Patel for questions only (not for star rating) you need to pull out information from this table: h_itsm_request_feedback (in a report, measure, widget...). The star rating however is stored against each request in h_itsm_requests table.

@Keith if we talking about users (not contacts), then this is the table you need to query: h_sys_account_groups. The organisations themselves (division, departments, teams, etc.) are stored in this table: h_sys_groups

@Martyn Houghton probably next week, but is not set in stone at the moment...

@Gary@ADL @Lyonel @sprasad you can also play around with default visibility settings... perhaps changing some of these to "Team" and manage the customer visibility for some actions from the BP will alleviate the issue ...

@AndyColeman the auto generate ticket functionality was never designed to process attachments (e.g images) but is something our dev team have in mind to add in a future update.