Victor

@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...

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 Is this for incidents? I have tried this yesterday on incidents and had the same issue...

Hmm, strange... it works for Service Requests (i.e. using logOrUpdateServiceRequest flowcode in routing rules). I will log another incident for this.

@Dan Munns looking at this now... EDIT: I will log an incident as I would need to have a remote session with you to look at this - it does not replicate in my test instance .. (or I am missing a replication step)

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.

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

@mea I'm afraid there is no current functionality to display Outlook calendar information (e.g. meeting date and time) into Hornbill

There is a change request (I think is on the 90 day roadmap) to improve mail routing rules functionality.

@Dan Munns just to confirm, you using Button 1 or Button 2?

There is no "direct" functionality to achieve this, there is a workaround to this, you could amend the application setting for the archived email folder (screenshot attached). By default emails applied to request will be moved to the folder specified by this setting. Changing this value to Inbox will "keep" the email in Inbox folder. EDIT: Another option to access the original email attached to the call: You can also access the attached email from the request timeline. When an email is attached to a request, the "More Actions" button will have a link to "View Email". This will open the original email that was attached to the request.

@Dan Munns it should show the date/time when the BP stopped the response/resolve timers... which it does not. I raised this with our devs.

@Dan Munns I will raise an incident with support desk and investigate this.

@Adam Haylock issue should be fixed now. [unable to access co-workers] Did you turn this ON by any chance? (screenshot attachment) Not sure what option button in setting you referring too in admin tool... ?!

@Adam Haylock I have removed you post from the Service Manager update topic and created a new one. The Service Manager update topic is intended as an announcement only and should have been locked.

I don't see why not.. the filter would look something like: (calls with status = open, on hold or closed AND date logged between July 1st to August 30th) OR (calls with status open, on hold AND date logged between March to June 30th)

Dear all This morning we released our new version of Service Manager 2.31. This is now available for you to update in Hornbill app store. Below is a list of changes and fixes introduced by this version: NEW: Ability to make the Closure Category mandatory. This can be enabled through 'servicemanager.request.closureCategory.default.required' application setting. FIX: Non public updates are visible on timeline when viewing requests through a portal FIX: Service Status text-box in the Service form should only grow on data entry FIX: No requests presented, if the only condition for a View is Service FIX: Format issue with date for customer fields questions FIX: Cannot log a request with service form and question in Problem progressive capture FIX: Question date/time Answers showing as Null in request FIX: Questions in progressive capture display simple list value instead of label FIX: Cannot view organisation's requests through the customer portal

@Gary@ADL a change request has been raised to improve routing rules and most likely have the ability to change a call status. This change request is now on our 90 day roadmap so this functionality should be available in live instances in this time frame.

@Gary@ADL @samwoo from my understanding, Service Manager 2.32 will have a new functionality around BP configuration where all these automatic timeline updates can be changed and a manual customised update can be made instead. Perhaps this would be an alternative... however, I have not tested this new functionality so I can't say to what extent this can be used.

@Dan Munns can you please raise this with support? https://www.hornbill.com/request/

Try and log off and log back on and see if the issue still persists afterwards. It's a "caching" issue, we have an outstanding defect for this with the advised workaround...

@Gary@ADL not currently possible via BP...

@Dan Munns should be tomorrow, as far as I know...

@Everton1878 usually we advise against using Database Direct. In this situation, for this particular case, it should be fine.

@Dan Munns sorry for the delayed replies, the fix for this should be included in next Service Manager release, 2.31. EDIT: corrected, is included in 2.31, not 2.32.

@Ralf Peters @Everton1878 looking into this... EDIT: didn't forget about this, I am still investigating