[dashboard colours now blue]

Since we updated Service Manager from 1515 to 1554 on 16/07/2019, dashboard charts are showing segments all as one colour - blue, rather than different colours.  At least two managers have reported this issue so far.  See attached example.

[Change customer doesn't like account with apostrophe]

@Deen

We just found another case where the username does NOT have an apostrophe, so this is not the issue after all. 

When going into the user accounts of both affected users, it throws an error. 

I have raised it with Support.  

Thanks

[Change customer doesn't like account with apostrophe]

Hi

Service Manager (1223)  included the fix

• Users with an apostrophe in their user ID were unable to view Services the Portals {PM00151143}

We just had an instance where we could not Change Customer on a request to a user with an apostrophe in their username.  I could change customer to other users no problem.  Is this a known issue and will it be fixed please?

 

Kind regards

Stuart T-C

[WYSIWYG Bug]

@Victor

Mike is talking about the Email request update option within a Service Manager request

When we try to format or copy and paste things in, formatting goes a bit weird.  E.G. plain text paste results in a different font to the template font.  Text size has to be 16pt to be readable size - compared to 11pt in other email apps.  It does work a bit better since last update, but still a bit tricky to use.

 

Stuart T-C

[Automatic export of request data to external location]

@James Ainsworth That looks like what we need.  Hoping to get it set up in the next week or so.

Thank you sir!

[Users > About > Attribute 1 not retaining entered data]

Thanks @Steve Giller

Now we can get the annoying attributes population removed - hurrah!  Noted about LDAP version update.

Kind regards

Stuart

[Users > About > Attribute 1 not retaining entered data]

Thanks @Steve Giller

We've checked and our Active Directory auto-provisioning json files include

"Attrib1":"1",
"Attrib2":"2",
"Attrib3":"3",
"Attrib4":"4",
"Attrib5":"5",
"Attrib6":"6",
"Attrib7":"7",
"Attrib8":"8"

Clearly this is the reason for the number population.  However, to stop it doing this, is it just a simple case of removing these lines from the script?
   

[Users > About > Attribute 1 not retaining entered data]

Home>System>Organisational Data>Users

I want to add data to the 'About' section of user records using Custom Fields>Attribute  1.  This field is populated by default with a '1'.  I'm not sure why this is, but every time I enter data into this field and save it, when I check the next day, the field once again is populated by a 1, thus losing my entered data.

Any idea why this is happening please?

[Automatic export of request data to external location]

Is there a way to set up Hornbill to automatically export service request data to a location external of Hornbill in the form of a csv file?  If so, please could you advise how this could be done

[Two organisations using two separate Hornbill instances]

Hi @Steven Boardman

Thanks, this is exactly the kind of answer I was hoping for.  Whether our two organisations can put in the time (and money) to set up this solution remains to be seen.  I've certainly done my best to pitch it to them as a significant service improvement/efficiency saving.

All the best

Stuart

[Two organisations using two separate Hornbill instances]

Dear Hornbill

We have an interesting one for you!

A neighbouring organisation is using Hornbill, accessing their instance via ADFS as we do.

However, they use the services of our procurement team, who have their business processes set up on our instance of Hornbill.

We know that where there is a will there is a way to get them set up to access our instance of Hornbill (e.g. VPN onto an RDS server within our organisation), but wondered if there is a straightforward way for them to access our instance and their own instance without much fuss (e.g. using our Customer Portal)

[Available Export Columns Have Disappeared]

@SJEaton updating Tomorrow morning at about 7:30am

[Email Routing Rule Assistance Please]

Thanks @Victor

I understand the Your News explanation and have now removed all the unnecessary ones.  It was tedious setting them all up and I did think 'surely this shouldn't be necessary...'

I'll get an example of an email not grabbed by the rule [subject LIKE '%Automatic reply: E-Mails On Hold for%' or subject LIKE '%Undeliverable: E-Mails On Hold for%'] for you tomorrow.

[Email Routing Rule Assistance Please]

Thanks @Victor

Yes @SJEaton I'll arrange to make the regex change probably first thing tomorrow morning.

Victor, in respect of the 'delete Your News' rules, each one applies to an individual mailbox as the Your New bulletin is sent to everyone, so needs to be deleted from each of these mailboxes.  Is there a way to have just one rule that applies to this mail item for all mailboxes?

 

Also  the code [subject LIKE '%Automatic reply: E-Mails On Hold for%' or subject LIKE '%Undeliverable: E-Mails On Hold for%'] doesn't seem to work.  I note that Sam has done individual rules for various email types received to be pushed into a single folder, rather than incorporating multiple mail criteria into one rule.  Is the OR statement not supported?

[Email Routing Rule Assistance Please]

@Victor

This issue and another one regarding a mailbox rule has prompted me to review the rules we have set up on our instance.  The attached shows the list of rules, with the coding used and the mailbox destination where applicable.  I've hi-lighted in yellow a few cases where I wonder if the coding is correct or where rules might possibly be amalgamated.

If we have autoresponder enabled, I'm not aware of it

I can't see any issues with rule order/precedence

H routing rules.xlsx

[Internet Explorer asking for Temasys plug-in]

Thanks @Daniel Dekel

Confirmed - we are no longer getting the plug-in message.  Thanks for sorting it quickly

[Internet Explorer asking for Temasys plug-in]

Hi @Daniel Dekel

Thanks for that.  We'll advise our staff to ignore

[Internet Explorer asking for Temasys plug-in]

Morning Hornbill

This morning we have been getting reports from staff that Internet Explorer browser is asking for temasys plug-in to be installed to run Hornbill Service and Live (see attached screenshots)

Seems to have coincided with the release of Collaboration 969.  Please advise

[How do I stop mail re-indexing?]

Thanks @Victor

It's about half way through now.  No performance issues reported.

[How do I stop mail re-indexing?]

I calculate that it will continue running for 6 days at current rate of progress!

[How do I stop mail re-indexing?]

Hello 

a colleague found we had some issues with mail searching earlier today so I thought it worth reindexing mail to see if that helps.  Unfortunately I selected All rather than New,  At current rate of progress, this will overrun into the next working day (unless it speeds up significantly.

Is there a way to roll this back please?

[Sharing Documents with Teams]

@TrevorHarris

Thanks.  @SJEaton give me a call.  I did the Library sharing thing for our Service Desk recently.

[Service Manager 1358 forum tile]

@TrevorKillick

Thanks.  Virgin Pixies! :o)

[Service Manager 1358 forum tile]

I just checked this morning and it's ok now.  Guessing it might've been a browser cache issue perhaps.  Or someone's been waving about some pixie dust?

[Service Manager 1358 forum tile]

Since updating service manager this evening, the Hornbill Community Tile now jumps to Hornbill.com rather than to the forum like it did before.

We can work round it, but it's a bit irritating.  Please let us know when it's fixed.  Thanks