Victor

The reason for this is that from a practice perspective, emailing will mean an analyst is doing an action on a call which contradicts with the on-hold status. I know that there is a change that will revamp call statuses to a more usable and meaningful way. Our product specialists will be able to giver you an update on this. I can see that a chase email does not necessarily mean that the analyst is investigating the issue reported in incident or the request made by customer but it would still fall under the rationale. With this in mind perhaps you can achieve the "chase email" via business process to set up tasks that trigger an email when they expire... EDIT: I can also see the argument that updating a call is an action same as emailing which will also contradict with the on hold status and why is one available and the other not... our product specialists and product managers can explain this in bit more detail.

Colin, when did you upgrade Service Manager to latest release?

Not necessarily Hornbill specific: http://answers.microsoft.com/en-us/office/forum/officeversion_other-outlook/cannot-open-saved-msg-file/095ff296-5fd1-44fa-955c-61e4f4197430 https://social.technet.microsoft.com/Forums/office/en-US/648cb96f-f99b-423f-9cbf-3c4923d8b5b7/outlook-lock-on-msg-files?forum=exchangesvrclientslegacy

If I understand your query correctly, you could customise the email template used when analyst sends an email update from a request to include the summary and/or description. You can add them via the "Variable" menu option in email template configuration.

Interesting idea, quite sure you can't pass this information to be used by another node further down the line in the BP. Perhaps our developers can have a look and see if they can implement this functionality in a future release. How you can achieve this now, thinking that you said if the estimated hours are less than "N hours" it will be approved by X if greater the approved by Y, perhaps an alternative would be to have 2 outcomes like this: "Estimate > N" and "Estimate < N" Then branch your BP based on these outcomes?

Also to make sure this is the template you need to amend, have a look in Service Manager application settings like guest.app.requests.notification.emailTemplate (from the screenshot looks like guest.app.requests.notification.emailTemplate.analystAssignment). Make a note of the name of the template then go to template section.

We have raised this issue with our developers.

This is because Outlook messages added as attachments on another mail message is added differently than a "regular" attachment. Microsoft calls this "encapsulated messages". Our developers are already working to add the functionality to decode these messages and "treat" them as any other attachment.

I got the email with the notification duplicate emails. I am looking into this now. So far I can't/could not see anything obviously wrong but I'll keep looking. Glad to see the REGEX works now

Try this for the rule expression: REGEX_MATCH(subject, '.*[ ][a-zA-Z]{2}[0-9]{8}[ ].*') The "[ ]" has a space in it, is not just empty. Theoretically it should work, let me know the outcome. Thanks

In your auto responder Update Request rule expression is: REGEX_MATCH(subject, '.*[a-zA-Z]{2}[0-9]{8}.*') This means find any string in the subject that has a 2 letter 8 numbers format together - i.e. not separated by anything because of [a-zA-Z]{2}[0-9]{8}. Looking at the following example: Subject: PNX - <prime010702240 - Roger Barker > - <end nom> - <msmith> - <priority> The matching is done on the following string: me01070224 Because rule expression evaluates as <anything>me01070224<anything> For example, if you put a space between "prime" and the numbers then it will be no match. If you have email updates with call references in the subject, usually the call references are a separate word so you might account for this in your rule expression.

There is no official guide on this yet but I will try to give you a quick tour, if you have any more specific query following that please let us know and we will assist you. Call categories can be accessed from the admin UI go to System -> Data and then to Profiles: Then choose the category you want, either "Request" or "Closure" and you will have access to profile editing: The top part represents to coding configuration like the "parent -child" separator when is displayed in Service Manager, the number of levels you can have in your tree structure, etc. The bottom part is where you actually manage the profiles (i.e. add., edit, delete) called the "Editor" You can add profile by clicking on the "+" button displayed on the category you wish to add a profile to. You will have the option to type in the name and code if you did not choose the option to auto generate the code. Please remember the code needs to comply with the coding settings. You will not need to type in the whole parentship coding, just the code for that profile and the system will know to create the parent relations. If you like to amend a code you can only change the name or description. If you want to delete a code you will can do it via the "Delete" button. Please note that when you delete a profile all its children will also be removed. Hope this helps.

Sorted. Just a side note, if your user has an Admin role you won't need to add Business Process Manager and Progressive Capture Manager roles to your user as the admin role should already include these two other roles.

Can you post the screenshot so I can see which table requires access? I can't replicate in my test instance as it is already patched

This issue has been noticed before and a fix has been included in the next server release. Meanwhile we have fixed this manually in your instance so you should have access to business processes now.

The variable works fine within the subject, the reason why the subject is coloured differently and is not saving your changes is because it seems that the character limit for subject is 65. If you reduce the number of characters to be less or equal to 65 you should be able to save the subject text. I am not sure if it was always limited but I will ask this internally.

Formatting fixed now. Apologies for inconveniences.

We have logged a call for this is support on Monday. The reference is IN00141066. We have also sent you an email on Monday and today regarding this, not sure if it reached you (we have also tried to call you): From the screenshot you sent us it appears that LDAP import fails when attempting to connect to HBCAD14 with invalid credentials. Unfortunately we can't check the connection from our end, we were wondering if you can check this from your environment? For example you can use an LDAP browser, we usually use Softerra one which is a free tool (link below) to check credentials and connection, then set it up in Hornbill. http://www.ldapadministrator.com/download.htm?download=browser

This is a known issue whereby any view/filter will only display calls belonging to the team of which the analyst is a member of. Basically in your filter there is a, let's say, "hidden" criteria: team = "my team". The fix for this will be included in our next Service Manager release 2.25. Meanwhile, as a workaround, to have displayed all calls in this view regardless of the team I would advise to have additional criteria for teams, meaning that besides the "summary" and "raised on" to also put "team" for all the teams that you need to see the calls from. Hope this makes sense I can understand this being a bit tedious if you have many teams in the system but until the next release this would be the only way around this.

Our developers are looking into implementing this functionality (i.e. email client) into the mobile app, however there is no current ETA on this.

Thanks for highlighting this. We raised this issue with our developers.

Yes, that was the test I had in mind, just to see what value is displayed for this. Apologies for the confusion

James, Andy We raised an incident (reference IN00140963) in regards to this issue and is currently being investigated by our developers.

Can you export the BP (there is a button that allows you to export it in a TXT file) and post the file here? Then we can have a look and see what is going on

Did you run the test with the {{.H_customer_type}} in the email body and see what value is displayed when closing the co-worker ticket?