HHH

We are trying to enforce setting categories to each request when they are raised but we cannot use the Suspend awaiting category node since the various services are set to start in the middle of the "tree" and thus the system thinks that category has already been set. guest.servicemanager.request.category.request.enforceLastItem has been set to true but that doesn't help. Is there a way around this? Can for example totally different profiles be used for different services?

@Steve Giller Would setting visibility to owner and then reassigning the request to another owner, transfer visibility to the new owner or does it "stick" with whoever created the update?

Has the way to award achievements changed in the new UI? The button is no longer visible. Using FIrefox

When raising a request and providing your analysts with a support passkey the times allowed are way too short requiring your analysts to ask for new keys again and again. Could it be changed to allow for up to a week? Also I don't think the granularity going down to single hours is needed

+1 to be able to reply with previous content

@Sandip Bhogal If it's only for information perhaps you can use a single line text field and then regex it to only allow hh:mm:ss or whatever time format is used by filtering the appropriate regex

I'm struggling trying to build a workflow that checks if the local time for the customer is within the working day calendar opening hours for the assigned team and if within just leave as is and if outside, reassign to our global team. I can get the local time of the customer but I cannot find which nodes are used to find the working time calendar opening hours. If I can only find opening hours, I'll manage

Great idea @Alisha. Following and +1 if it can't be done in current version

@AlexTumber If it works for updates as well as raising requests it would work for us but I share @Martyn Houghton's concern regarding "Update request" not using email templates since this is where we would have the most use for hiding the email from customers where information in email is internal.

In the new UI when entering text in the resolution box, the styling "pop out" covers the category requiring extra clicks to resolve

@Steve Giller Since it says "ALL of these conditions must match" I have assumed AND, thanks

In the advanced search, is it possible to use booleans for example "Description text" - "contains" - "dogs OR cats" ?

@will.good In Platform configuration -> Advanced System Settings. integration.openai.enable

Since last update the UI assist icon is visible in updates and comments despite us having AI assist turned off in our instance. Not a big thing but still could be taken care of.

+1 and also to be able to apply roles from template as part of BPM