[Raise New button not working]

@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)

 

[Email Routing Rules]

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.

[Email Routing Rules]

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

[copy of mailbox]

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

[No more email]

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

[Raise New button not working]

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

[copy of mailbox]

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.

[Resolution dates incorrect]

@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.

[Resolution dates incorrect]

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

[Unable to access the co-workers profile]

@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... ?!

[Unable to access the co-workers profile]

@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.

[Adding two sets of dates criteria on a report]

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)

[Service Manager 2.31 release available]

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

[is there anyway for a call to re-open automatically if more information is added to it?]

@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.

[set resolution text via automated process]

@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.

[Get Questions Issue]

@Dan Munns can you please raise this with support?

https://www.hornbill.com/request/

[no capture ID found]

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...

[set resolution text via automated process]

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

[Simple Lists]

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

[SQL update to records]

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

 

[Simple Lists]

@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.

[superfluous entity record update detected for 'Requests']

@Ralf Peters @Everton1878 looking into this...

 

EDIT: didn't forget about this, I am still investigating

[Error when creating authorisation steps]

@rgbargee the authorisation node in your process is configured to create an authorisation task for "Ian Teague". This is not a a valid user for authorisations. In the users list Ian appears to be configured as a basic user, which can't be used for authorisation as basic users do not have access to collaboration tool (tasks are part of the collaboration tool, not Service Manager).

This can be fixed by changing the node to have another authoriser than Ian or to change the user type for Ian from "basic" to "user".

[Template - Email Variables - ...updated via email]

@ojenkins I need to look into "h_fixby" query, to be honest I am not clear how this should work as I did not have a chance to test it...will do this as soon as possible. However in regards to the "h_status" you could have your customised text by using email template ESP conditions:

https://wiki.hornbill.com/index.php/Email_Template_Variables

 

So you can have a condition to check for the value of "h_status". If the value is: status.open then display the text "Open" instead of the actual status value. Same for other status values like: status.resolved or status.closed.

 

Also you can include may conditions if you really like to be creative for example also check if "h_owner" has a value and if it does not, then display for status a text like: "Open and not yet Assigned"... feel free to use your imagination here as desired

 

EDIT: some spelling mistakes (too much or not enough coffee)

[Template - Email Variables - ...updated via email]

@ojenkins there is no variable to provide the last request update for the email template, I'm afraid... but certainly this could be looked into it as a future feature.