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@Steve GillerSee screenshot

I have given some of our users the role "Service Manager In-App Reporting" but when they goe to the reports page the "Create New Report" button is missing. Is there an additional role needed that I have missed giving them?

@James AinsworthAs an alternative to pre-listed comments I suggest allowing for snippets in the reassignment comments the same way as in updates, it would give more flexibility while maintaining some kind of order

@Steve GillerHaving that kind of limit on "mandatoryness" would work for us

@Steve GillerSince everything we handle in bulk tend to be connected to the same service and request type, I don't have a solution for this. Thus my previous answer.

@Steve GillerPoint taken.

+1 since we have it mandatory on a request b request basis

@James AinsworthI saw that this is in place and like it, however I would like to add an enhancement to the functionality by allowing a max size (in bytes) to be set, attachments smaller than indicated size would then be removed. The idea would be to automatically remove as many as possible of the little signature images in incoming emails.

+1

Thanks @Victor a clear and concise explanation (as usual).

Anyone?

If I change the name of a sub status will this have implications in other places? For example if a customer replies in a ticket and the "On Customer Response change Sub-status to..." of the service is set to that specific sub status. Or the sub status is referenced in a BPM. Do these work on some underlying ID or will I have to go through everything and update all references in order for it to work.

We ran a competition. Give feedback to take part in a lottery and win a prize. It helped, at least for a while.

According to https://wiki.hornbill.com/index.php?title=Mapping_Fields_from_Customised_Forms When the option of value / display is offered (e.g. in a static drop-down list) it is the display value that will be mapped to the column.

I have a drop down in an intelligent capture named h_description in order to populate the description field. My problem is that this uses the raw value of the drop dow and since we cater multiple languages I would like to use the (translated) display value instead. Is this possible?

We use a lot of custom forms and although it's great that text fields are editable by the analysts it would be immensely helpful if more were. I can understand that once the request is done there is no "knowledge" about what values were available in a drop down field, but date and datetime fields would probably be easier. Please consider.

@Adrian SimpkinsI saw something similar in a completely different context and in that case I discovered that the unicode characters differed. (In that case it was an А and not an A) https://babelstone.co.uk/Unicode/whatisit.html Far fetched but it might be worth looking into

@Adam TomsMy apologies, yes it's a custom role. In the details tab, under applications, I added Service Manager In the application rights tab under Service Desk I added "Advanced Request Task Completer" Nothing in the System rights tab

@JeremyThere is a "Task completer" role that we have added to certain analysts to be able to do exactly that.

+1

@Salma SarwarDo you have an SLA with response and resolution times for service requests?

Same in our instance

Is there a role which can be given to for example managers so they can edit other peoples posts in the timeline? We occasionally have someone pull in a whole email history into the timeline and would like to have the possibility of someone correcting/clearing the post if for example the person that did it is off.

When creating an organisation through the BPM, what value should go in the Country Code? I assume it's an ISO code https://en.wikipedia.org/wiki/List_of_ISO_3166_country_codes but is it the two or three letter code? Also where can I get the values allowed for Timezone, is there a list somewhere that can be called the same way you do when manually applying timezone to an organisation when creating through the UI? Thanks in advance

@Martyn HoughtonWe made a workaround by creating a simpleList that contained the Service Names and Id's and then using that as a picker in the intelligent capture and finally using the input from that field to populate the BPM. Clumsy, yes, but at least it works. Now we'd need the same setup for languages and timezones but preferrably those would be accessed directly from the BPM rather than through this kind of workaround