7oaks

This is affecting us also. Unable to access request list or mailbox

Victor, My test one this morning says its been delivered but after checking the mailbox again its still not there 15 mins later. I will check our end again. Thanks for your help. Debby

As per screenshot we have a number of emails not being sent to staff after logging, updating or closing requests. I have tested the outbound routing and it was successful. Any suggestions?

Can anyone advise how i can create a List and Report in the Requests list to show calls that have been cancelled by Full Users. I cannot find a Condition for it. Thank you

Please ignore the above - photo blocked in error. Thank you

I have received the email below that is related to an attached photo. The customer has sent it to me direct but the photo is not attached. I requested he log it via the Service Desk mailbox and this was the result. Any suggestions? Regards Debby From: E-Mail Error Notification <IT Service Desk> Date: 02-Dec-2020 14:56 To: E-Mail Error Notification <IT Service Desk> Subject: Hornbill ESP Message Processing Error We have detected an error during the message decoding process for the attached inbound mail message. This could be due to the MIME decoding problem in Hornbill's software, a corrupt message from the message originator or a general communications problem. You will find the original raw RFC822 formatted message as well as other useful files attached to this message in order to help you identify the message originator and aid in debugging the problem.

Same for Sevenoaks

Thank you - much appreciated

We are getting the same issue. Some scheduled calls assigned to the correct team, others haven't but all but did populate the Request list.

I would be interested in this as we often like to see how another member of the team resolved an issue we have not been involved with before. I also thought that if i added myself as a Member i would be notified when the call was Updated or Resolved. Is there something else we could use similar to the Supportworks Watched Call option in case there are multiple calls.?

Oh definately add me too please. File Explorer just doesn't hack it. lol!

Nanette, thank you for your reply but that only tells me when it was last updated i.e. 5 mins ago etc. In Supportworks we could see what the last update was so when flicking through our call list we knew at a glance which we could work on.

Is it possible to see the Last Update in the Request list as we were able to see in Supportworks. When you have a long call list this proved invaluable.

That's excellent, thank you Mary

We are noticing that calls in our requests lists have a green background and some not but i cannot see a pattern. Any suggestions. I dont remember it being this way when we went live on the 10th August. Thank you, Debby

I have a chicken and egg issue here. I need to create over 70 Scheduled Jobs and associated Activity for our Facilities team and can't get my head around the process. Am i scheduling a job first and then the Activities or vice versa. A comprehensive to do list would be greatly appreciated if anyone has the time. Thank you, Debby p.s. I have tried both ways and can see some of the Activities in My Tasks list but dont need to as i'm in IT Support but not all of them depending on how i created them.

Thanks Jeremy - I'll remember that one.

Looking good Keith - thank you for resolving so quickly. Debby

Will do thanks

Have logged into Service Manager Live this morning to do some more testing and getting a message on our Portal Page that "You're not currently subscribed to any services". I cannot see the Request list or the Service Portfolio amongst others. Any suggestions gratefully received. A colleague also affected and a test user.

Thanks Steven, i'll have look at these and come back if still a problem.

Is it possible for all Analysts to be able to create and edit any Scheduled Jobs/Activities that are created within the team. I created some test ones yesterday but my colleague couldn't see them and vice versa. We don't want them locked down to one individual in case they need updating when they are on leave etc. or get duplicated. Any suggestions greatly appreciated.

Just tried that and the Summary shows itself but not the Description. Will expand and Pin the Questions themselves instead for now. Thank you