Victor

@Emily Patrick from my understanding your instances is fine so you can update your user base.

@all This might sound as some sort of deja vu but we do have a solution which is being deployed to instances at the moment.

Ok, we are investigating why some instances seem to not have picked up the patch, please bear with us...

@LifeOfJonny can you give it another try now?

@all We have performed a hard cache reload on front end apps which we believe was causing the patch not to take effect. This has now been addressed and request list should be accessible now.

@George Warren it is a bit difficult to troubleshoot this on forums... may I ask you to raise a support request so it can be investigated? One thing to mention is that email template variables will not resolve on request timeline updates, specifically this: ... will not result in the variable value being displayed. The variable in {{ ... }} format is only resolved in email templates.

@Stefania Tarantino are they listed as Service Manager users in this section? (note the context is Service Manager and not Platform Configuration)

@Mark (ESC) button won't enable if there are mandatory fields with no value...

@will.good if you want to avoid you performing a manual exercise, an option would be to request this as an expert service with Hornbill.

For future reference, issues can be raised here: https://www.hornbill.com/support/

Change that “Yes” to a “No Match” and save and restart.

@Berto2002 ...sigh... ok... well... you know, support request and such...

@Berto2002 when on this form if you click on "All Assets" then click on "My Assets", would this now display the correct/expected items in the assets list on this form?

@Alistair Young one of our infrastructure nodes if having some issues (that are being addressed), if I am not mistaken your instance is affected, I'm afraid... we're working on it.

Yes. Technically, this is a global settings for ALL emails (which means any/all mailboxes).

@Berto2002 I'm afraid that's not how it works... email template variables and workflows are not related to one another... the email templates have their own (independent) way of resolving variables while "Get Request Details" workflow node only provides runtime values for the workflow (these are values that are used inside the workflow but nowhere else). Therefore for email template variables to work, there is no requirement for workflows to have any specific configuration (e.g. "Get Request Details" node).

@Ruth are you using request categories alongside closure categories? If not this would be an option to consider. Another option is to make use of custom fields that you can expose on request details. You can use them for reporting... On a side note, is this (also) your forum user @Ruth Hicks?

The request timeline entry remains however the email will not be accessible from the "View Email" option in the timeline entry. But the timeline itself remains with whatever content it currently has.

And more detailed explanation as to why the brackets are needed...

@all this is not an issue with forums. For future reference, please post in the relevant section.

Consolidating threads

@billster nah, you can't do that I'm afraid... a) can't "blank" the priority and b) it will never wait at that node because there is already a priority... How about a task (which is effect suspends the workflow)?

Another alternative is to map custom fields in IC configuration.

@SJEaton I'm afraid we could not find any fault with custom field mappings on the examples provided. We have send you a more detailed update on the support request.

@Oscar Stankard we are working on to put everything together, I believe all will become more clear once that is published (soonTM) EDIT: the email delivery is fine from what we can see, no further issues.