m.vandun

+1

+1

@Martyn Houghton, Thanks for the help. Adjusted the setting and will monitor if this solved from flooding the sent mailbox. Would have thought so as well, these are correctly set in the profile settings. All other notifications are being sent correctly (eq. mail update ticket).

Hi, Since a few weeks apparently every request that is set on an agent also a mail is sent that a member is added. This are unable to be sent out so our sent items mailbox is being flushed. Any ideas how to resolve this? Where is the mailaddress set for these messages? Regards, Mark

Hi, It seems like the Email window in a request has been changed. This screen is much smaller than we are used to. Is there a way to enlarge this window? Regards, Mark

@Chaz I'm able to create a report from the Timesheet Manager, but i'm unable to link these data to the request details like summary, date logged, date solved who solved the request etc. How can I create 1 report with both data from Timesheet Manager and Service Manager?

We have this same issue. Here are some examples: IN00005870 SR00006087 IN00005993

Hi, Every month we create a report of all requests solved in the previous month. For now we were using Time Spent on tasks to evaluate the time spent and bill customers for billable hours. We are now making the transition to be using Timesheet Manager for this. Categories are created and the data is being filled. But I am unable to find a good way to have this data from Timesheet Manager in the request report I created. When looking at the database the table h_timesheet_values is shown. In the reports section of Service Manager I'm unable to select this table to input data. Also I cannot find a good key to link a request with the time spent. The only key I can find is the h_related_urn which displays data as follows: urn:sys:entity:com.hornbill.servicemanager:Requests:IN00000963 Is there a way to create a report per request with the time from Timesheet Manager? Regards, Mark

@Victor Had a fiddle with this as well and for me it is ok to select answers and based upon these questions a priority is set. However it would be useful when these questions could be asked in the progressive capture. So when a request is created the correct priority is set.

@Victor yay, that sounds a lot like a priority matrix. Did not know this was available.

@Chaz I was able to find a few crucial translations and was able to correct these but as of today the problem is back. Could you please check and resolve this issue. I'm not looking forward to need to correct this problem every once in a while. Mark

@Steven Boardman This is how I set it up now and instructed every agent to work. The problem is that not everyone is responding to the response email properly and on a timely manner. But this is more of an internal challenge. @DeadMeatGF Will try this as well. Hopefully the portal will be used more.

@James Ainsworth @Steven Boardman Thanks for this, this helps a lot. Tested and it works perfectly. The only issue I have is that not all of our customers are using the portal as I wish and are mainly using email to reply. Is it possible to check before the response expires if an update has been sent via email, if so reset the timer. Mark

@Victor Thanks, will adjust the flow in this way.

@Victor Thanks for the reply. This is only to avoid that someone needs to close the request after the check. This avoids an unnecessary action (closing the request) and improves workflow.

Hi, We have a BPM where all the work is done by the request owner, these changes are then checked by a colleague. After the activity is finished the request is closed by BPM. When checking the report the request is then resolved by the colleague that had checked the request. This should not happen as the only thing that was done is check if settings are set correctly. This gives a wrong output in closed requests. Any thoughts how to resolve this? These requests should be closed on the name of the request owner. I've tried adding get SRO before closing task but this does not change the closing agent to the owner. Here's a screen of the BPM. Regards, Mark

@Chaz Thank you for the update. When will this update be applied?

Hi @Ehsan We're not getting this anymore. Mark

@Victor Here is another example I just got when creating a new request.

@Victor Changed this in the progressive capture and the attachments are now shown. Do I need to change this for all starting captures?

@Victor It is SR00003867. This is the email. These are the detail in the request.

+1, been waiting for this addition for a long time

Hi, We are currently in a dispute with one of our customers because we did not solve one of the mentioned problems they send us. It seems that a part of the email from our customer was not entered into the request. The ending of the sentence was also kind of unfortunate that it did not show that there was supped to be more text. Is there a limitation to the amount of text that can be entered in the description screen. If so, is there a way to notify that a part of the text has not been copied? So we can check the mail for the complete text. Regards, Mark

Hi, Is it possible to make the checklist in a human task mandatory? Regards, Mark

@Victor I've tried with 2 test requests: IN00006101, IN00006100 Mark