HHH

+1 this would really be helpful in organizing requests

When a customer uses quotes " " in a request summary, these are html encoded but when displaying in the request summary the encoded text is not shown as " but as " It possibly also applies to other encoded characters. See attachment. It also applies to the request list in Live and seems to be in summary field only.

Thanks @Daniel Dekel you just made my day. That was exactly what was my problem :)

@James Ainsworth Just a clarification. Does this only apply when using routing rule templates? What about if a customer replies to an email and the request ID is in the subject line so it's automatically added to the request timeline.

+1, What happens is that a contact is created, and the person creating it forgets to check if an archived version of this contact already exists. We then create a new contact and when trying to give portal access an error is thrown that the login ID already exists. (We also use emails as login ID.) Since there is no provision to delete a contact there should be an easy way to prevent duplicate contacts

@James Ainsworth The idea was for those "I've seen this before but where?" type of situations. It would then be better to cast a wider net. Also I think it's logical for a free text search to look in both opening and closing statements

Thanks @TrevorHarris Just a follow up question. What happens if this node is invoked and the customer organisation in question does NOT have a primary contact?

The Search Bar searches in the following fields Request ID Summary Description External Reference Number A great enhancement would be to also search in request resolution texts. It's often you have a hunch you have seen the issue before and then had a great resolution text but can't remember it exactly. Being able to search resolutions for keywords would really help in this case.

+1

When a resolution is made on multiple linked requests, it shows an entry in the timeline of the request the analyst resolved from, but there is no entry in the timelines of the linked requests. The only thing I can see is that a resolution text has been added to the linked requests that they are resolved, but it would be nice to be able to see an action in the linked requests timeline. Is this possible? I know it's possible to see the time it was done by looking at the SLA in the right column, and get the resolution text by clicking the resolve icon, but a timeline update something along the lines of "Request has been resolved from a linked request with the category '{{resolutioncategory}}'" would be nice and consistent with the resolution of non-linked requests.

We too

+1

@Deen This also applies to our instance.

I have raised a support ticket that any filter disregards the Team part unless you are Systems Admin.

Thanks @Miro there was just no visual que whatsoever that the field could be updated, the default text was there and not greyed. Could some kind of visual feedback that the current language is not filled in be added (emty, greyed or whatever)?

+1 for us as well

We use several custom forms in our progressive captures. If I add a regexp validation to a field there is no way to display the validation error message in the customer's language. There is no translation function.

+1

Do these requests use a custom form for input? Name the form fields h_summary and h_description to populate Summary and Description with field content

That's the exact settings I've been using. And strangely enough it works as expected now. Could have been a caching issue with the required field which I set afterwards. But thanks anyway @Miro

Is there any way to block the "Contnue" button until a checkbox has been checked in a form? Sort of the way "I have read the terms and conditions" usually works. I tried using the "This field requires a value to be provided" and setting never skip form to true but for checkboxes unchecked is also a value.

@James Ainsworth Being able to set teams as members and/or connections would be a huge help for us and also facilitate doing this through BPM automation without having to keep tabs of analysts coming and going

@Lyonel I realize I wasn't clear with the question. The idea would be for any analyst to be able to see who owns a particular view, without having the role to manage views or direct database access.

Sometimes you see a shared view you like and would like to use as a base for your own but if you are not owner you cannot see how the view is set up. Having 11 Teams in 8 countries it's hard to find the owner to ask. Would it be possible to somehow either be able to see who is the owner or to get a read only view of how the view is set up?

I use https://addons.mozilla.org/en-US/firefox/addon/dark-mode-zen/ for Firefox. Works really well with Hornbill ITSM