ArmandoDM

Good morning @Adrian Simpkins to my understanding you have 2 questions, one with 2 answers (Yes/No) and the other one with 6 answers (Bad/Ok/Good/Great/...) The images 2 and 4 are corrects, as the user only sees the relevant answers for that question. In the image 1 you should only see Yes/No, and the in the image 3 you should only see Bad/Ok/.... instead of all anwers for all questions. This issue has been fixed and it will be available in the next build. Regards Armando

Good evening @Gareth Cantrell thank you for reporting this issue. We were able to replicate it. This has been fixed now and the fix will be availble in the next build. Regards Armando

Good afternoon @JanS2000 we identified the issu reported above and we're working on a fix. Kind regards Armando

Hi @CraigP can I please have more details about where in the process the duplicate is created ? A screenshot of the relevant nodes or a simplified process that we can use as an example might help us replicating the issue. From what I can see, the nodes that link an asset to a request are 'Requests->Assets->Create ... Asset' (in which case the system create a new asset and link to the requests) and 'Requests->Assets->Add ... Asset', but none of these operations should create duplicates, and we cannot replicate the issue you mention. Regards Armando

Hi @TazelleGregory we found a small issue in the last build which has now been fixed. May I ask you to try again please and confirm if the issue is fixed? Regards Armando

Yes i think so @Adrian Simpkins

Hi @Adrian Simpkins the option to edit the questions is only available for single-line and multi-line text fields. More info about the Questions on the page below. https://wiki.hornbill.com/index.php?title=Mapping_Fields_from_Customised_Forms Hope it helps Regards Armando

Hi @Jeremy that variable needs to be the ID of the customer rather than the username. Can you double check that what you pass is the ID ? Regards Armando

Hi @Paul Alexander the search terms are always put in OR condition and there is not a way of using AND . Nonetheless the search results are ordered by number of matches, so for example the results where the match has been found 2 times will be displayed above the ones where the match has been found 1 time. Regards Armando

Hi @Paul Alexander unfortunately at the moment there is no app setting to switch 'include closed and cancelled requests' to ON.

Hi @Paul Alexander ideally we need a use case to replicate the issue. I will try a few case to see if I can replicate Armando

Hi @Paul Alexander yes I was talking of the build 2674. May I ask you to unlink/link again the asset please? If this doesn't work, then we need to look at your instance as we cannot replicate the issue. Thank you Armando

Hi @samwoo no worries at all

Hi @samwoo yes this could actually be the case. If the app setting is ON then yes, the request will be assigned to the same owner and the owner is notified as expected. According to our tests, if you set the app setting to OFF then the original owner should not receive the email anymore. Of course you can also verify if the Business Process reassign the request and removes the owner, which would explain the behaviour reported in the original post. If you do these checks and can let me know if the issue is solved, please do let me know. I also forgot to mention about this : If I use the Copy Request functionality against a ticket that I am the "Owner" of, then I don't receive a notification email. If you perform an action involving yourself, then you will not be notified about it. So, because its you triggering the assignment to yourself, you won't receive any notification telling 'Request XXX has been assigned to Samwoo". I hope this makes sense ? Thank you Armando

Good afternoon @samwoo we are unable to replicate the issue. In our test, the app setting 'app.request.copy.owner' is set to FALSE so the copy is assigned to the team but not the owner. Nonetheless, the original owner receives a notification, but that's because 'guest.app.requests.notification.notificationType.assignmentTeam' is enabled, so its a team assignment notification. If I understand well, are you saying that the original owner is notified that the request has been assigned to himself rather than his team ? If this is the case, can you please tell the values of these app-settings and check the email template defined into 'guest.app.requests.notification.emailTemplate.groupAssignment' is the correct one please? Ideally we can be able to replicate the issue. guest.app.requests.notification.allowUserDefinedNotificationType app.request.copy.owner guest.app.requests.notification.notificationType.assignment guest.app.requests.notification.notificationType.assignmentTeam Thank you Armando

Thank you @Paul Alexander, yes please, let me know if the issue is fixed or it still persists Armando

Hi @Paul Alexander the link should work both ways, yes, and we're unable to replicate the issue. I think this has been fixed already and the fix should be in the next build. May I ask to try again after the next build ? It should be available tomorrow. If the problem still persists then we need to investigate on your instance. Regards Armando

Hi @Paul Alexander we are unable to replicate this issue. It could be a caching issue. Have you tried refreshing the asset page ? Regards Armando

Apologies for the inconvenience. We're working to find the issue and fix it. Regards Armando

Hello @Caroline we run a few tests in this area and we are unable to replicate the issue. Are the Organization and the filter just been created ? Does the issue occurs after updating the filter ? Any change in the external customers belonging to the Org or in the Org name ? If you could give any information to help replicating the issue, it would be appreciated. Regards Armando

Thank you for confirming @Frank Reay I'll mention the problem with the button for fix. Regards Armando

Hi @HGrigsby @Frank Reay @nasimg a fix to this issue has been applied to your instances. If you could confirm that the functionality is working as expected now, we would appreciate. Regards Armando

Hello @sprasad we were able to replicate the issue #2 and we're working on a fix. I will keep you updated as we progress. As far the issue #1, as confirmed in the messages, this has been fixed already. Thank you Armando

Thank you @sprasad I will keep you updated Regards Armando

Hi @sprasad yes please. If you can send to me in a private message the passcode and details on where to look for the issue, I'll pass it to one of my colleagues for investigation. Thank you Armando