HHH

It is. There is a 7 day grace period in BPM before closing the resolved request. But if I apply an email to the resolved request during this period I need to manually re-open it. I would be good to have that done by the system.

Hi all Is there a way to make an email reopen a resolved (not closed) ticket when applied to the ticket trough routing rules and also when manually applied to a request.

In Service Manager -> Settings the value webapp.view.ITSM.requestTimeline.orderBy is set to mostRecentlyCommented which we understand should display the timeline post which has been most recently commented on at the top. We find that not be the case and in several instances have seen customers comment to a timeline update way back, which is the missed because the comment is far down on the screen. We tested setting sort to mostRecentlyPosted but can not see any difference. Can someone please sort this out for me? (pun intended) Is there a way to display the most recent comment or timeline update at the top.

i just experienced that too

+1, this would be really useful

We are partly suffering from the same dilemma as @Martyn Houghton It would be really nice to have an opt-out setting for organisation view so that contacts get it unless otherwise specified.

In my profile it is possible to choose language. The title of the drop down is translated as intended but how can I translate the languages themselves. I have looked through /language/settings/ and /language/translations/ in the admin module but found nothing. See screenshot for example. In Swedish (which is the language set) Danish would be called Danska, Dutch->Flamländska etc.

+1

+1 for this mechanism

Hi What are the practical differences between following a request and being a member of it?

@Aaron Summers Would you mind sharing how this was set up?

Is there a way to prevent customers from commenting on closed requests and if not, is there a way to automatically re-open the ticket if they do? Now it's easily missed when a customer comes back and comments (not updates timeline but comments on a previous timeline update) on a closed request through the portal.

Any news on this?

+1. Variables are not correctly applied to the email

Is it the mailbox name, description or display name that is shown as "from" in sent emails? I have them all the same and don't want to test live :)

Not exactly broken BPM but BPM's that gives an error. This is what I use. SELECT CONCAT('https://live.hornbill.com/{YOUR INSTANCE}/servicemanager/request/view/',h_pk_reference) FROM h_itsm_requests JOIN h_bpm_instance ON h_bpm_instance.h_id = h_itsm_requests.h_bpm_id WHERE h_bpm_instance.h_state LIKE '%<error>%' and h_status not in ('status.closed', 'status.cancelled')

Due to an error in our email settings we have a ton of emails sent from Hornbill where delivery failed due to our domain not allowing Hornbill to be sender. Is there a way to re-send these in bulk and not need to find them one by one and send manually?

Agreed, we previously raised this in: https://community.hornbill.com/topic/13190-ordering-of-cis-in-portal/

Now I have compared Admin role, which does not allow timeline visibility changes, to super user role which does and as far as the UI shows they are identical except Admin had a few permissions more.

Found it. "Manage Portal Settings" in Hornbill Service Manager application

It sounds reasonable but didn't help.

We would like our analysts to be able to set organisation view for some of our customer contacts. Which role or permission is needed for this? Ideally it would be only a specific permission and not total admin/managing privilieges

We have set default visibilities for timeline updates Sometimes this needs to be changed and it would be good if this was not limited to the analyst creating the note. This is specially valid when updates are made by the System, for example email routing rules. If emails come from one of our suppliers we want to filter the info before informing customer. Is there a role or permission that can be added to the analysts to allow this?

It's not changing the post itself but the visibility of it. Most notably when it comes to system users for example the Autoresponder or through routing rules

Rephrasing the question. It appears you cannot change the visibility of any timeline post made by someone else. Which permission controls this. I would like to add that permission to our users without giving everyone super user role.