HHH

Hi If the timeline is updated by the system for example by email routing rules the visibilty of that timeline post cannot be changed by the analysts. That's those updated by the system autoresponder This was possible before. We default visibilty to customer but in certain cases we don't want to show for example internal emails to the customer.

There is really no need. The question came from one of our analysts in order to tidy things up but I thought it was better to look here first before saying OK, and luckily I did.

That setting is on but since attachments aren't automatically pulled through yet we will need access to the deleted emails.

Our deleted items folder for email is over 9000. Can we safely empty this without losing access to the e-mails that are linked to tickets?

Thanks @David Hall Can this be added as a developmet suggestion?

In https://admin.hornbill.com/axiell/settings/application/com.hornbill.servicemanager/ guest.servicemanager.portal.home.showDescription Description can be turned off in portal. However when you go to the actual service the description is still there at the top of the page beneath the service title. Bug or feature and in the latter case why does this not turn it off completely in the portal. Our idea is to turn it off in portal but have service information available for analysts

Please add a column showing if a request has open (unfinished) activities attached to it. It would be an excellent feature for several request types.

It would be nice if you from the request list, search result list or a view could click the check boxes for several tickets and link them as part of the request actions.

*Facepalm* I have totally missed the "Follow" feature. Thanks for the input. Request withdrawn.

Any update on this? We have consortia with more than 40 organisations which are verydifficult to manage without this kind of structure

+1 for this

Hi We often reassign requests to 2nd line support or other groups and in order to keep tabs on them we add ourselves as member before reassigning. It would save a lot of clicks if this could be done automatically in a similar way to app.requests.addColleagueAsMemberWhenRaising. So adding an "app.requests.addOwnerAsMemberWhenReassigning" setting Or a one click button "add me as member"

@Ehsan Please put this in the "Tips and Tricks" section

Just check that noone has disabled the Jira user in Jira, something that happened to us when I set up our Jira integration. A bit frustrating to say the least

+1. Not only for resolution but for timeline updates as well.

+1 from us. Both for timeline updates and resolutions

Wiki is rather empty on the subject. https://wiki.hornbill.com/index.php/Guest_Account_Templates

Thanks @Steven Boardman Are you aware if there is a way through a flowcode variable or otherwise to notify the team manager without having to resort to hard coding each team and manager-user into the Business Process?

We have the same scenario and solved it by looking at customer organisation using a custom field for "default service desk" and in other places by looking at contact language

Hi Hornbill Anything on this. We work in 8 languages and being able to use templates rather than manually writing everything or using snippets would help a lot. Also when building BPM's it's a hassle to need to branch every process 8-ways depending on language as soon as customer communications is neccesary.

I'll add us as interested as well since we have a lot of linked requests this would ease things

+1

Hi Hivemind Is anybody else experiencing that if I raise a request from an email using the standard Request Details" form I get 20 or so rows of empty space at the end of the detail form. It appears that whitespace from the email is not trimmed properly. If I remove and re-enter the last character in the mail the freespace disappears. Attached example but it is all emails from any source. In email viewer there is no whitespace

If we didn't +1 already please add us as well

I desktop notification settings, (https://live.hornbill.com/axiell/profile/admin/settings) you can enable desktop notifications for posts, comments etc. We would like to expand this to also allow notifications for being made member of a request and for being made owner of a request. This is mainly since several of our analysts also work outside Hornbill and would like a notification that it's time to "dive back in"