m.vandun

Hi @TrevorKillick, Saw the update yesterday. I've installed it and will monitor it. Thanks for the help! Regards, Mark

Hi, I Have a suggestion for assigning requests to analysts. Currently you need to open a request to manually assign a request to an agent. Is it possible to assign a team and / or agent in the screen below. This would save us some time when working through the emails. Regards, Mark

@Victor Any updates? Customers are starting to get annoyed when not receiving a reply on their questions.

@TrevorKillick We have some problems with the chat in the new layout that we do not see any new chats waiting. As of this we are missing chats. I only saw, by accident, a chat waiting in the dropdown menu. Regards, Mark

Thank you, that's the one. Regards, Mark

Hi, I know I saw it before but can't seem to find it anymore. Where is the option located to select the user that is able to see all requests from all other users of the same company? Regards, Mark

Hi @Victor Just wondering if there is an update on this issue? Regards, Mark

Hi @Gerry, Today we got this message again. Tried searching the log but could not find anything. 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. Please ask the originator of the message to send it to you again. If the problem persists and you are happy that this message or its attachments do not contain confidential personal or commercial information, please contact Hornbill support or your Hornbill partner if you have a valid support contract or post the problem on Hornbill's community support forum (https://forums.hornbill.com/) in order that we can investigate this problem further.Thank You.Hornbill Development TeamMessage tracking ID: imap4-Service-6c02a60734c7347cThe error encountered was: Failed to add message to the inbound queue. Operation[mail::addMessageToQueue] Unable to obtain [Service] mailbox How can I best troubleshoot this message? Regards, Mark

We have this as well and to be honest I (and also my colleagues) like this functionality. Regards, Mark

@Victor I've got another example: IN00003126

@Victor I was actually going to say Johnny English... An example is the request SR00003120. The agent is Mark Lommers.

Hi, One of our agents has the problem that he does not receive an email when a customer sends a reply on a request when a request is closed. All other agents do receive that email notification. Kind regards, Mark

Hi, We have found that, while you specify a primary contact in the organisation list, this does not show when you create a new request for that company. Is this something that will be added? Regards, Mark

Found the issue, it seems that the popup blocker on the mac sees the dropdown as a popup. Disabling the popup blocker and the dropdown is working properly.

Hi, There seems to be an issue with Firefox on the Mac. When creating a request and you have a dropdown (in this example priority) the dropdown is empty. On the same Mac with Chrome the dropdown is working. Tried on a Windows machine with the same Firefox version and the dropdown was also working (with the same user). Regards, Mark

Hi, We are currently testing our customer portal. We have found an issue with the notification of the login. We have tried logging in with entering the incorrect password. After a few tries it seems to suspend the username,this is of course perfect. Unfortunately you do not get the message that the login has been suspended. Also a user can still reset the password but when you try to login it states that the login is incorrect. Kind regards, Mark

@DeadMeatGF @Lyonel, Thanks for the help, wil ltry and fiddle with these.

Hi @Lyonel, That works perfectly. Thanks! Do you know a way to exclude the time outside our working calendar?

Hi, Is there a way to report on the time it took between receiving an email and the creation of a request? I want to avoid creating requests automatically as I like having the freedom of setting it to the correct service but I would like to be able and see if we are meeting our service levels. Regards, Mark

@Victor thanks, checked these progressive captures and these were indeed not set to mandatory. Changed this, hope this solves the issue.

@Victor this request was created on: 07 02 2017 11:30:30

I added myself to the team and I'm able to open the request. Any idea why there is no service added? I had this before where there was no default BPM set. I had already changed this but still this had happend. According to the other threat I should adjust the settings at: app.requests.defaultBPMProcess.incident

Hi @Daniel Dekel Has there been a change / update? I noticed this issue has come back. Also I noticed that this issue is also occurring with the My Activities" screen. Scrolling on 80% is not working but on 100% it works.

Hi @Chaz I noticed indeed that this request does not have a service assigned. The Service Desk Admin (me) is unable to open the request. Also with the super admin i'm unable to open the request. Is there a way to see why this has happend? Also how can I resolve this? I'm also unable to close / cancel the ticket and create a new one.

Hi, For one of our request we get the following message when opening the request. Also the admin account is unable to open the request. Regards, Mark