HHH

A nifty feature I've seen in another system is the email that was sent out contained the "It's working" and "It's still broken" feedback buttons. When pressed in the email it made som API call and applied the correct feedback to the correct ticket. Is this something that could be implemented in Hornbill SM as well?

@Daniel Dekel Sorry to be bugging you like this. "If you Change language you must log out and in again for the change to take effect" is also missing translations. If a contact tries to change their password (probably user as well)

@Daniel Dekel I hope you have time for another one. "New Passwords Must Match" when channging passwords. Also "Error The password policy on this system requires passwords to be at least 8 characters long. The provided password is only 3 characters long" In same context. I cannot find a translation strings.

@Daniel Dekel While on the subject of translation strings. Where can i find the string in the attached image? I need that one in German as well.

I've been searching in vain for the translation string "If you Change language you must log out and in again for the change to take effect" which I need to translate into German. Can anyone point me in the right direction? I'm not sure if it's core, service manager or collaboration but have been looking in all three.

Thanks for coming back @Bob Dickinson Unfortunately since we support externally each service has hundreds if not thousands of subscribers. The scenario is basically to be able to email "Service Down" to the subscribing customers without having to rely on a third party software. Having the Service Avalability in the portal as well as Bulletins is a step in the right direction but some of our markets are still very e-mail oriented.

@Bob Dickinson Since we support externally something like that would not work for us. Is it somehow possible to retrieve a list of contacts associated with specific fields in the contact information and/or service subscriptions. In our case we would like to be able to add all contacts associated with a specific service in a specific country.

+1

@Ehsan Any news on this, and please add us as interested.

Is it possible to access the country list used by contact and user information for use in the progressive capture?

And another one just now. The error reported by the server was: ChilkatLog: FetchByMsgnum(61969ms): DllDate: May 23 2020 ChilkatVersion: 9.5.0.83 UnlockPrefix: HRNBLL.CBX102021 Architecture: Little Endian; 64-bit Language: Visual C++ 2019 / x64 VerboseLogging: 1 Component successfully unlocked using purchased unlock code. msgnum: 1 PopCmdSent: LIST 1 sendCommand: Elapsed time: 0 millisec PopCmdResp: +OK 1 104133 getOneLineResponse: Elapsed time: 31 millisec fetchSingleFull(61938ms): PopCmdSent: RETR 1 sendCommand: Elapsed time: 0 millisec Failed to read beginning of SSL/TLS record. b: 0 dbSize: 0 nReadNBytes: 0 idleTimeoutMs: 60000 Failed to receive more TLS application data. tlsApp: Socket operation timeout. elapsedMs: Elapsed time: 61938 millisec pop3_getRetrResponse1: Socket operation timeout. Failed to receive 1st line of response from POP3 server getRetrResponse: Elapsed time: 61938 millisec Failed to fetch POP3 email msgNum: 1 --fetchSingleFull Failed. --FetchByMsgnum --ChilkatLog

We had one like that yesterday

+1 often used that way by our analysts

To save the analysts the trouble of going to the "Company Home" page to be able to view requests where they are the customer it would be nice to have a pre-defined view in the request list "I'm the customer" which overrides the service visibility filter and displays all requests, regardless of team or service, where the analyst is the customer. Analysts are so used to working from the request list it's kind of counter intuitive to have to go to the employee portal to view these requests

I put a field in the progressive capture that only shows if the request is raised by the analyst, "Do you have a resolution already" which they can fill out if they have a resolution ready and for example give it over the phone. Then the BPM checks if there is content in that field and if so branches to put that field content from the progressive capture into resolution, and automatically resolves the ticket.

Having a BPM node that appends text to the description it appears that Service Manager automatically inserts a line break when setting the "Append Text" to yes. So basically a series of "update request" -> updateReqDetails nodes that each appends one field from the input to the Description.

The task/activity template looks different from what is actually shown when creating a task/activity. Right now the template has things visible (assign to for example) that when using the template are hidden. So I cannot use the template to add "assign to" because it's already there in design mode but not visible in the actual task. I hope I make sense. The templates for activities (the system made ones) should reflect what the task/activity actually looks like when raised.

We have several users and analysts that have reported the same thing.

Would it be possible to just have a checkbox "Remember my choice" and then drop a cookie with whatever login type is to be used?

@TrevorHarris Will this replace the current espbasic=true?

+1

I found an issue when trying to link two tickets. How to reproduce: Request A is one owned by someone in my team. Request B is one raised by me in a service which I do not support but by raising it as an analyst I become a member of request B. Since request B needs to be resolved before I can continue with request A I want to link them. So from request A I go to the link icon in the request and search for request B. Since I'm not part of the supporting team for request B it's filtered out in the search but, since I'm a member of that specific request, I think I should be able to find it and be able to link it to request A and not being able to feels wrong. I submitted this to the support portal but was told it's by design so I'll submit it here as an enhancement instead.

I'm trying to set up an auto task to take ownership of a ticket but cannot find a variable for "current user" is there one that can be invoked by the BPM engine?

@James Ainsworth I have been looking at Log Requests BPM Operations but does it automatically become linked to the original request or how do I go about that?

Is it possible to get a drop down list of countries and languages to use in the progressive capture? The reason is that I want to match it to the organisation country and language fields and since these are drop down fields in the organisations management, I want a direct match so I can automate the creation using a BPM.