HHH

So do we, I just received a call from one of our local teams

Please add us too

Any news on this @Gerry?

For us it's both since we have seen a tendency for some customers to comment on closed tickets. So +1 from us for this request.

Try using routing rule templates in https://admin.hornbill.com/{instance}/app/com.hornbill.servicemanager/email/auto-log/ Then set up CI and BPM to handle assignment to the specific ticket. (if possible) We have something similar in place although we create new tickets each time.

+1. This may be our most important issue with Service manager ever. That assets cannot be "used" by external organisations

@Victor +1 for your idea to be able to forward/reply to emails from timeline

What is the email template variable name for last timeline update. I want the system to email the update text when an update is made so the customer does not have to log in to see what has been written.

When using variables in emails I can set so it's empty if the Variable does not exist, for example {{Customer Contact.H_jobtitle|empty}} Is it possible to default to a hard coded value instead? Something along the lines of {{Customer Contact.H_jobtitle|"Mr."}} so that if the customer does not have a title the email displays Mr.

This would be helpful for us as well. Currently our second line provides an update and our first line copies this into resolution before resolving it. It would save us a lot of work while at the same time allowing our first line some knowledge transfer on the solution rather than the second line resolving themselves.

We tend to do number 3 informing the customer that the request is related to another service before cancelling. If the request is one that can be resolved quickly it tends to be number 4 with info as above.

@Steve Giller That is my concern too but in this case it would be allowed for specific people only. An example from real life is where a department requested a new server and "misspelled" the IP address. It would then be nice to be able to have the correct information in place without having to scroll through the timeline

When creating request views there is very limited Organisation details allowed as criteria. Basically it's only Organisation is or is not. We would like to be able to choose City, Country, Timezone, and all Custom fields for the Organisation to be accessible as choices when creating a View in the request list.

We do the same thing. It helped to add a routing rule that deletes incoming emails containing "autoreply" in the subject.

Is there a setting allowing analysts to edit answers to questions (as in questions from customized progcap forms) in case the customer has provided the wrong information. Current workaround is to add a timeline update but it's easy to miss.

We have several analysts with the same issue. Clearing cache does not sort this out in Firefox

Odd, that's the way we handled it. Check so it synches for AD update and not only for create.

AD has the possibility to add numerous fields, "office" perhaps. Then map this to Site in the AD synch

In order to for example avoid duplicates we administer customer organisations (external) centrally with the first line analysts submitting an "add customer organisation" to the ticket. We would prefer the analysts to be able to choose Country, Language and Timezone from drop-down lists. Is there a way to access the built in lists used in the organisations module from the progressive capture in order to do this rather than creating and maintaining simple lists with hundreds of entries?

@James Ainsworth Thanks for the answer. However our analyst do need to manually process emails since they quite often need editing before creating a request (cleaning up signatures etc.). Would turning the forward/reply controls on and off through a system setting be something that can be implemented in the future?

Anything regarding this?

Is there a way to turn off email replying and forwarding from the email mailbox? The purpose would be to force analysts to create a request from the email and not work them from the mailbox.

If you add a date/time selector there is a "Enable date range selection" that allows you to set a first and last possible choice.

+1 That would be very useful when creating a proposed BPM. I'm having the same problem as @Will J Douglas

@James Ainsworth I created the task manually and assigned it to a colleague. I have confirmed I am creator and owner and that it's assigned to the colleague in question. I have added a support ticket for this.