HHH

@James Ainsworth I like Adrian's idea but struggle to clear the resolution text since it's a mandatory field in the node Update Request -> Resolution Text. Is there another node that can be used for this?

Thanks @James Ainsworth The odd thing this was the only country found so maybe something was started then abandoned

https://admin.hornbill.com/axiell/language/translations/com.hornbill.core Page 244 Translation Key Default Translated Undefined Zimbabwe Zimbabwe Can someone shed some light into this? :)

Since we work with external customers beingable to do the same by organisation would also be welcome

In our case it's a matter of having the extra hassle of identifying the paper clip, clicking the dots, going to the email etc. It's much more user friendly to be able to access the attachments directly, something that reduces the workload on the analyst as well as lowering the risk of missing the attachments.

Is there a way to specify which workspace to post to when the routing rule is triggered?

I cannot get the shift+ctrl+f to work in Firefox. Works as expected in Chrome

Several of our analysts work with multiple Hornbill tickets and have a few open in my web browser. At the moment, on the web browser tab it displays "[Request ID] - Hornbill". I'm wondering whether it is possible to add the Summary of the ticket, instead of the word "Hornbill", so it will look like "[Request ID] - [Summary]". For example, "SR0000XXXX - Summary of the request". I'm aware that only limited characters can be displayed. However, if I can see the first few characters, it will help me to distinguish tabs that I have opened. To make this even better, the mouseover function of the browser tabs should show "Request ID - The whole summary of the request" This would speed up jumping between tickets since you would not need to enter multiple browser windows to find where you were.

Using CTRL+Right Click works as expected in our instance.

@Steven Boardman Then I will come back to haunt you requesting translation functionality for all email templates, the same way as forms are now translated.

@Steven Boardman I'll make it a bit difficult for you. Since we handle customers in 8 different languages we would require having translation functionality of this email template depending on customer language

Excellent idea! +1

Following

We've had the same problem raised with support and it was a timeout issue. The workaround was to go to the different services and view the request there

@James Ainsworth Could any of the developers shed some light into this. It's a problem when supporting systems (Jira) or external partners email the Hornbill Service Manager and the emails can be seen by external customers in the timeline which we don't want. The problem is we cannot set default view to team because some emails we require to be seen by customers so the opposite would then apply. Perhaps we can create a custom role that has database update permissions on the tables needed but I would then need a hint on what tables are used for this.

Thanks @Deen Yes, this mainly occurs for our customers and staff in Australia and New Zealand

Are there any major drawbacks to extending the session timeout in the portal? The wiki is somewhat lacking on the subject. https://wiki.hornbill.com/index.php/Portal_Accounts

Interested and following

Is there a way to exclude admin.hornbill.com/{instancename} from Single Sign On? We need to do some stuff there using non-AD users (Admin etc)

@Steve G Thank you sir! This will allow me to create epic integrations.

To reduce clickiness and speed up user interaction it would be nice to have an "Assign to me" or "Take it" button on requests. This should be both on the request list and within the request itself. The problem I see is if an analyst is a member of multiple teams but the priority then should be that if possible - don't change teams, if neccesary - take one in the same way it's done in the BPM when assigning to variable.

@Daniel Dekel It's mostly a matter of structuring the information needed for the person being assigned the activity.

We are interested as well. Some customers have complained about it being too crowded despite us pointing out the favorite function.

Please add me as interested too.

Hello developers W would like the ability to add custom fields to an activity template when creating it. For example an extra date field or multiple text fields for different purposes