Kelvin
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Posts
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Enhancement Requests
Posts posted by Kelvin
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We have now switched off inbound email support
Self Service is now live, but need to enable TimelineUpdate notifications. I have followed the wiki page and have enabled “Notify Customer” in the service portfolio. However on testing I am not receiving any email notifications.
Any ideas.
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@Daniel Dekel I have been off for a few days and have logged in this morning and it is all working as intended.
Thanks
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@Daniel Dekel I can open the translator window, change the text and click OK.
When you refresh the page it goes back to the default.
I then had a thought that maybe you have to enter translator, make the change and then click translator again to come out of that mode.
However on refresh or if someone else looks the default text has returned
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@Daniel Dekel Does that change it globally or just for me?
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@Daniel Dekel So the issue I have from customers is that they are expecting the "Make a request" text to be a link, I want to rename this.
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Just wondering if the menu you get on the left hand side of a service portfolio in the Self Service Portal have translations.
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@Deen Is the next patch going to fix this or do we still need to go into our flows to do this. We have multiple flows that contain the site form.
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@victor Morning, I think I have found the issue and will carry on testing.
I had 2 fields in the progressive capture that were linked to 2 custom fields of type integer however and this is where im not sure of the exact reason, the regex was not validating the whole number just the first character and if it found an error it would stop all fields mapping to their custom fields.
I will post back here as soon as I have some results
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@James Ainsworth Morning just wondered if you had any further thoughts on this
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Is there anywhere within Hornbill where we can find out the number of inbound/outbound emails per day.
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@James Ainsworth After more testing its not working.
Example SR00205486 - logged by a basic user through self service. The resulting email returns as
If logged by a User through self service or Service Manager the fields are emailed fully populated.
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Morning @James Ainsworth we are mapping directly to the fields in Progressive capture.
it seems to be working this morning. I will continue to test and report back any issues.
Thanks
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I have created a new Self Service form which collects some data and puts it into custom fields, and then sends an email containing these fields.
If I complete this through Service Manager as a normal Service Request, the email is sent with the variables populated.
If I log a self service call the variables are populated however if someone else logs a self service request the email comes through with the field names and not the content.
I am thinking this may be permissions but am struggling to prove this as my colleague who is also an admin gets the same issue.
I have just looked into the database view and can see that the Custom fields are not populated when other used log a request in self service.
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We have received a number of calls this morning from customers who believe our self service portal has been hacked as they are not being prompted to sign into Hornbill with something called single sign on.
We really need to change the translations and logo to include our hospital ones.
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Do we have / or can we a footer/signature that can be added to all emails/templates and snippets.
There are times when we need to change the signature for our service and currently have to update each snippet/template/email.
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@VictorYou are right, I didn't see them. Thanks
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5 minutes ago, Victor said:
Why would you think that?
h_custom_31 - h_custom_40 are not available in the variable picker in the email templates.
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4 minutes ago, Victor said:
^ This
@VictorIm also guessing that I cant use the custom Text fields
I will have to use a VARCHAR field.
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As part of a Human task we capture some details using "Capture Task Fields" and would like to use them in the following Auto node to send an email. Will I be able to do this straight from task field into an email template or would I need to map to a custom field and then use the custom field in the email template.
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@JeremyThanks for the suggestion.
The HUD is displaying but the request from customers is to have it automatically pinned to show all checkpoints as default, currently they have to hover over them and click the pin
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Is there any way to set the default display to show the full HUD on a request within the employee portal?
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@Steven Boardman Yes so if you log a request through the new employee portal the requests gets logged with the site ID. If you log it through the normal agent website it logs it with the Site Name.
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@Steven Boardmanfollow up from an old post. We are using a custom form which uses a dynamic drop down - data query - get all sites and map this back to h_site. When the request is logged it populates the site field with the site ID rather than name. Was this not resolved back on 2018.
Notify Customer
in Service Manager
Posted
We believe this may now be resolved. The comment by @Steve Giller made testing easier.
I was using a test account so wasn't logged on when the updates were made.
I decided to delete the email template and recreate and as soon as this was saved I started to receive updates so I am not sure if there was a corrupt file or the save simply refreshed something but it seems to be working. I will carry on testing this afternoon.