[New feature Notices]

Thanks @Steven Boardman we'll be implementing a variant shortly

[What's the BPM "value" for a checked single checkbox.]

How do I get the BPM to check if an organisation custom field, which is a single checkbox, is checked?
I tried using "is set" but if I check it and later uncheck it, it still appears to be "is set" by the BPM.
Can someone clarify this please.

[Multi Select option - place a call on hold]

Preferrably you should be able to change sub status as well as part of this, if so +1 for us

[Can we make Closed Status more prominent]

On 8/20/2020 at 10:06 PM, James Ainsworth said:

We have a change in our backlog which will provide a popup highlighting that the ticket is closed and provide some actions that can be taken, such as...

• An option to update and re-open the ticket
• An option to update but keep closed
• An option to notify the owner that there has been an update to the closed ticket
• An option to raise a new ticket.

Is this the type of thing you are looking for?  If so, I'll add you add you to the change. 

Regards,

James

Please add us as well. This is a better solution than I imagined. thanks

[Characters <&> Sent in Email Not Showing Correctly in the Timeline]

We are also affected looks like they are html encoded in the email and timeline update fails to convert back

[Raise New Linked Request button should have the option to open in a new tab]

+1, that was the best idea I've seen in a long time.

[Trying to restrict length of string with RegEx]

On 6/11/2020 at 2:00 PM, Kelvin said:

@Martyn Houghton In one of our form we use ^.{1,30}$

I am not sure what the $ does but it then seems to work

$ is end of line.

[Filter Email Templates to Only Show my Service Templates]

@James Ainsworth
Please add us as interested too. We have 14 service desks working in 8 languages so the number of email templates are staggering

[Placing Child requests on hold when Parent placed on hold]

It would be a nice enhancement to be able to simultaneously change status on all linked requests

[Reverse Sort Timeline]

+1

[Retain Hyperlinks for Solutions in Resolultion]

@James Ainsworth
Please add us as interested as well

[Which search includes archived users]

From our point of view that would only be interesting if it could be turned off/hidden by default

[Notifications in requests]

+1 for being able to see that there are notifications on a request

[Confirmation to Customer of update by Email]

In the service admin, you need to specify email template. Look for Email Template in the service config. It can be specified separately for incidents and service requests

[Customer Portal - Password Policies]

@James Ainsworth @Gerry
Password expiry is not interesting to us with regards to external customers so that should be optional.
However force change on first login would definitely be good from an external customer point of view

[Redirect clarification]

Before goning live with the employee portal and hiding the service portal I just want to have a clarification.
If an employee has bookmarked https://service.hornbill.com/instance will they be automatically redirected to the employee portal when using the bookmark?

 

[All User data query picker list - limitation on number of values to display?]

+1 for allowing customisation of this

[LAst Updated By to be selectable for Request list]

Just out of curiosity @James Ainsworth
Will this be searchable so you can make a view with "last updated by = customer" ?

[DKIM for Outbound Email]

@Gerry
Is DKIM support in place and if so how do we configure it

[Deleting Contacts]

+1 to be able to delete contacts. It has caused issues where staff has mistakedly created duplicate contacts and we would like to be able to delete them. The same goes for test contacts.
Regarding GDPR, it would be nice to be able to anonymize contacts if the connection to requests is needed by the system.

[Email Routing Rules - visibility Override]

+1. This is a major issue for us too with regards to both third party system integration as well as having third party staff "consult" in a ticket through emails. 

[Hyperlinks in Details tab on a request]

Hi @James Ainsworth

I've started lookting through our requests after your last question and I can no longer find any examples. It appears something has fixed this although I cannot say when

[Remove member]

Thanks @Steven Boardman

Just a question since I'm cautious. What happens if the customer is not found as a member, will the process just move on or do I need to take it into account and add a decision node first checking if customer is member?

[Hyperlinks in Details tab on a request]

If I understand @Adrian Simpkins correctly
I've seen this behaviour too where if a link is entered without protocol, so just www.domain.com, a hyperlink is created but transformed into a local link so https://live.hornbill.com/instance/ is added before the link.
So if www.domain.com is clicked you'd be sent to https://live.hornbill.com/instance/www.domain.com

[Remove member]

Is there a way to prevent that the analyst that raises a ticket automatically becomes a member of that ticket?
It's when the analyst himself is the customer, often with a service they themselves don't support that we don't neccessarily want them all over the ticket.

I tried to set it up in the Business process and failed since the flowcode customer is probably not the user ID