m.vandun

Hi Awalker, You can create dashboards by going to Service Manager -> Advanced Analytics -> Dashboards. Regards, Mark

Hi @Victor, A few examples are: SR00000324, SR00000401. Regards, Mark

These were indeed not specified. Changed this, hope this solves it. I actually thought that the default BPM process was selected when you select the BPM in the service at workflow. Thanks for the help! Regards, Mark

Hi, Sometimes (we had a few already) a request is created and it seems to have gotten corrupted. These request do not have a timeline and also no activities are created. It seems, that for some reason the BPM is not being recognized. I've checked all our services, but all are configured with a working BPM. Any ideas? Regards, Mark

Hi @Victor, I have tried to close a few but this seem to be only happening to older activities. Tried to close an expired activity of about a month ago and I was able to close this activity. Regards, Mark

Hi @Victor, Is there a way to remove (or complete) these tasks, they are starting to clutter our activities list. Regards, Mark

@Daniel Dekel, Thanks for the update. Just checked it and the scrolling is working properly. Thanks for the help! Regards, Mark

Hi @James Ainsworth, A visual indicator would be a great improvement. In the email view itself you do have the notification that there is an attachment in the mail. There is no option to show this in the timeline when this is in the email? This would avoid the notification of signature images showing up as attachments. Regards, Mark

Hi, I guess since the Service Manager update to 2.38.0 I have found a new button, which is called Reports. I know it's in Beta but the buttons for running a report or editing a report are not responding. Regards, Mark

Hi, I've got an suggestion from one of our agents if it would be possible to extend the time a request is put on hold. At the moment you need to take it off hold and then set a new hold date. This option could add some improvement in the workflow. Regards, Mark

Hi Gerry, Thanks for the reply, will do that. Thanks for the help. Mark

Hi @Daniel Dekel, Thanks for your reply. I was at zoom 80%, changed it to 100% and the scrolling was working again. Regards, Mark

Hi @Gerry, I tried searching in the logs but cannot find anything on the tracking ID. How can I best search for this? Regards, Mark

Hi @James Ainsworth, I've checked the setting and it is set to on. Regards, Mark

Hi, I would like to have more options in the timing as well. The suggested options (20, 30, 40 and 50 seconds) are preferable by me as well. Regards, Mark

Hi, We're experiencing an issue when we cancel a ticket. It seems that the assigned tickets are not being cancelled as well. These are all tasks that are being created by the BPM. Regards, Mark

Hi, We have received an email with the following content: 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-16eca59496eae72cThe error encountered was:No recipients found. Unable to process the message Any idea what this could be? Regards, Mark

Hi, I try to remove a column in the Select Columns section (in Reports). Although the column is highlighted the column is not removing. I tried this in Chrome and IE. Also tried logging in as Admin, still no change. I am able to add a new column. Regards, Mark

Hi @TrevorKillick, I have the Chat Session Manager role. Regards, Mark

Hi @riz, I have found these and they are translated in the service manager. In the customer and service portal they are still in English. Regards, Mark

Hi @Keith, We currently assign a newly created ticket, via the BPM, with the status new to indicate that nobody is currently working on this ticket. When someone assigns the ticket to an agent the status is changed to open. Hope this helps. Regards, Mark

Hi @riz, We're currently on Version: 2.37.0 Regards, Mark

Hi @riz, Where can I find the following string? This is a popup when a decription is too long when raising a request and you click on show more info. Regards, Mark

Hi @riz, This one has been resolved. Thanks! Any updates on the translations that are not working? I have found two other ones where I can't seem to find the string. Questions and uploading an image. I have found these on the Service Manager page. But as you can see, some are not in the list (Submit, No Thanks). The ones that are in the list are not being translated. Regards, Mark

Hi, Are there any updates on this issue? It is difficult for our agents to identify when an attachment has been added in an email. The customer does not always specify this. Regards, Mark