Gary@ADL

Hi Guys - can anyone help with some email template issues we are having? im not sure if im missing something or not looking in the right place? im looking to change the email we receive when a call is auto-updated via email, so ive gone in my templates folder, and found the one I think it is, but this isn't reflected in the actual email im receiving? am I looking in the wrong place? also, note the email comes from the address noreply@live.hornbill.com, whereas our 'normal' emails (new call logged, call updated, call resolved), all come from servicedesk.alexander-dennis.com? has anyone had similar? im not sure if possibly the auto-replies are coming from server-side and so I need to update the templates in a different place? or even if we have a mailbox setup wrong somewhere, as ideally we'd like all our emails coming from servicedesk@alexander email address? thanks Gary

Hi Guys - we are looking at this as well, the same as mentioned before, we are looking to create a problem, then create an incident for each person that reports the problem and link it to the problem. once the problem is fixed we'd like to close the problem and have it close all the linked incidents. as stated above, these would be simple incidents that would be verified as being related to the initial problem before they are linked. thanks Gary

anyone any idea on this? im surprised this hasn't come up before? what is everyone else doing around updates applied to calls after they've been closed? im assuming we're not the only company that has there emails auto-applied to a call where a reference number is found? thanks Gary

thanks victor - tried this again after a few days and this is sorted,

Hi James, yes you're correct, we have quite a few tasks that we perform straight over the phone, (such as password resets, remote session disconnections etc), and so we have setup a few catalogue items that link to a workflow that basically populate all the info the analyst would (except resolution text) to save time and typing the same thing repeatedly. we've got around this so far by setting the logging description to something suitable (which also displays on our resolution emails). but the resolution text currently just says ' resolved by business process engine' or similar.

hi - can anyone please point me in the direction of where I can set the capture id on a pro-cap process? ive copied it from an existing pro-cap, but when I try to use it, it pops up the following error message; thanks Gary

Hi Guys, can anyone point me in the right direction of setting resolution text via the business process, I can get it to set the resolution category, mark it as resolved, but I cant seem to find where to set the resolution text field ( H_resolution ), which is used in the resolution emails sent to customers. cheers Gary

Ive asked for the same thing, would also be nice to get the ability to add attachments to call resolutions

we have also seen this error,

many thanks Alex - is there anyway we can manually stop the closure timer once we re-open the call? (via a task or something) as that would still get rid of the tasks for the majority of calls, cheers Gary

Hi guys - does anyone know if theirs a way of auto-closing a call (from resolved to closed), without having to have a human task associated to it? currently we mark a call resolved, a human task is created which can allow the user to close the call manually, or if not, the task is set to close the call automatically after 3 days. ideally, we'd like to mark the call as resolved, and have it close 3 days after resolution (unless closed manually), but without the associated human task. we've found the additional human task to be quite cumbersome. it heavily dilutes the 'notfication' list to the point of making it unuseable, and also causes issues around other users trying to close or re-open calls where the task is still present, as only the task owner (or admin) can complete the tasks, and the task has to be completed before the call can be re-opened, we've also tried assigned the tasks to admin to alleviate the notifcations it produces, but this causes issues when non-admin analysts want to re-open a call. our current flow looks like this, and our task content is also attached.

Hi guys - currently in our process, once an analyst resolves a call, it will sit on the system as resolved with an auto-closure task assigned to it, that closes the task after 3 days if its hasn't been closed manually. we do not manually close calls so it gives te user chance to re-open the call if its not resolved. we also have a system in place, whereby email updates are automatically added to a call, so long as they contain the call reference number in the subject. the problem we are encountering is that once we mark a call resolved, any further updates are still added to the call, but the call remains resolved (rather than being re-opened). this means we do not see the updates, and the call just closes itself as per the task. is there anyway for a call to re-open automatically if more information is added to it? as currently the only way I can see to prevent this is to also monitor 'resolved' calls, which is certainly not ideal, and kind of defeats the point of the 'resolved' status...

just an update for extra clarity, the customers email as shown above actually looks like this, with an image underneath her message. even if we could get a bit of text replacing where the image used to be saying ***image present*** or something, this would suffice , athough it would be better if it was a clicky link or better the image itself )

thanks for your replies guys we have the request details after the service selection, so it goes; 1: select customer 2: select service 3. request details or custom capture form etc we have to have it in this way because as you say, depending on what service you select you could be taken down a custom pro-cap which may auto-fill these boxes for you. and thanks guys, will keep an eye out for the new releases

guys i know there is similar issues being batted around, but where are we with a fix for the system skipping mandatory process capture forms? ive noticed a few times now that our pro -cap is skipping over mandatory standard forms (e.g. request details) - this form is set to mandatory already, and because its a standard from we cant include the option to never skip (which was added recently), can i confirm this is on someones radar to fix as its becoming quite a nuisance, it used to just be the attachments standard form which it continuously skipping, but more and more its skipping the request details form which is absolutely essential to be populated.

Hi Guys - im going to bump this up as ive also noticed that when the customer emails in a call update with an image on it, again hornbill strips the image out, and stores it as an attachment, which is fine to a point - but it doesn't even give you a quick indication in the message update that there was an image there to begin with. this means that with every single call update we're going to have to click 'more actions' then 'view email' just to check that there wasn't an image included! - surely there must be a way to include a visual indicator that an image used to be there in the text itself. e.g. in the included image, the highlighted text was the users reply to a question i asked. i only needed to see her reply so didnt click 'more actions' etc, nowhere does it suggest that there was also an image included as part of the call update. its simply not acceptable for us to have to drill down into each message update just to see if there is an image included...

ah ok so I see if I click the 'email' link under source it takes me to the email, does this stay attached to the call permenantly? or do it get removed if we clear out the deleted items folder in our mailbox?

Hi Guys - ive noticed that when you raise a new call via email with an embedded image, service manager strips that image out of the text and includes it on the call as an attachment. is it possible to amend this? so that the description field is rich text and can contain images. the images being stripped out in some cases ruins the flow of the message, and can make it very laborious to just understand whats going on (as the messages reference screenshots which we cannot see without navigating away from the text), there is no indication of where the screenshot or image was originally within the text, or if there is more than one image - which image was where in the text. in the old system it did the same, but you had the option to view the original email as an attachment so you could see the 'original' email request with the text and formatting how it was as the customer sent it. see examples for how ive sent a mail, compared to how it appears once logged, thanks

Hi James - thanks for your reply - yes - that's correct, in the resolution tab I'd like to be able to select a connection, who will then receive the automatic email on resolution. if we could have the same snippet / connection options on call resolution as we do on 'email action'. that'd be great.

looks like we cant add connections either? hich again would be useful, as it may be a manager who raises the request, but it would be nice to copy the user on the resolution. thanks

Hi Guys, ive noticed I cant seem to use snippets when im setting a call resolution, is this a settings thing as I can use it when emailing a customer a message? I think it would be really useful as often quite a lot of our call resolved involve a user needing to log out for setting changes to take effect. so we often will have to type instructions for logging out properly. thanks Gary

would be awesome to have a 'log to me' button on the 'analyst assignment' screen, so you could click it and it would auto-populate the fields to the analyst logging the call.

thanks for this Dave - yes it works but its a bit faffy having to create a view etc - probably easier still would be to have a existing view I can use and just modify the user each time... although I still think it would be nice to be able to use the search bar at the top of whatever screen your in, search for the user, then just click a tab to see all there calls sorted in descending order. this would have the user, his/her requests, contact details etc, all in one place, thanks Gary

Hi Guys, is there an easy way for me as an analyst to view a customers tickets? if I search for and find the user, I cant see the users info, but no ticket info. If I search in the 'requests' search at the top, I get lots of results but they are not sortable or filterable. the easiest way to view a full list of tickets logged against a customer is to go into the services tab, view all my services, then put the users name into the filter, which is a bit rubbish, can we have a section in with the users info section which allows us to view all tickets logged by that user? thanks

Ive also noticed it seems to skip past non-mandatory standard forms, it seems to happen a lot with the 'add attachment' form, but as its a standard form, theirs no way to set it never skip (function released in newest update),