Giuseppe Iannacone

just my curiosity it was related to last servicemanager update?

Thank you, I will be waiting for your reply

Thank you Daniel, so I expect it is affacting other customers too?

is there someone from Hornbill? this is a blocking issue for us

we don't use the range selection

in one of our progressive capture the date selector is no more available we receive a denied access, can you tell us why?

+1 also here

we have updated our Service Manager app and now we are receiving different error:

@James Ainsworth we have more or less the same challeges described by @Lyonel, while I do not agree on moving the choice to the customer there might be an escape using a "Global issue" tag that may change the behaviour of the timeline, hiding everything but the update provided by Service Desk agent with the approach "customer" "team" or "public. marking a ticket as a "global issue" the information had with the customer might remain private between SD and the customer, but the connection will receive a reasonable feedback on the issue status.

thank you for the quick reply, I appreciate it.

it seems like there is an issue with email routing rules. an email has been applied to a closed case even if this option is disabled (as far as i understand)

thank you for the reply, we were not considering this aspects. it sounds reasonable. Maybe a "Publish" (like the problem has) option may be usefull to let the service desk decide what to share with interested and impacted people. what do you think about?

Is there a way to let the impacted/interested user to see the request status in service portal? as you can see i'm an interested customer but i cannot see the status of the request from the portal

@Victor thank you for the reply. I believe there's a different story here. let me explain better our scenario: Team A, assigned to request 1 Team B, a member is trying to apply a new email to request 1, error received. Team A, a member is trying to apply to request 1 the same new email, no issue both Team are supporting the service, of course.

sometime we receive this error while applying an email to a request currently the request is assigned to a specific team. it seems like only the member of the team can apply the email. supposing we have different team working on the same service, how can avoid the error if a different team wants just to apply new emal to a request assigned to a differente team?

@Martyn Houghton thank you for the suggestion, we will give it a try.

@James Ainsworth thank you for the reply. I understand with your point of view. In our environment this make sense to us because we are opening the service portal, let's say gradually. in the first phase we will give our user the portal only for having the "status update" on their request. That's because we have not yet had time to develop all the services and item (progressive capture and BPM) to let them open the request. So our idea is having a default setting in which we can decide to have a landing page on the All Requests until the services will also be available for opening requests. Thank you!

Thank you @Steven Boardman i was supposing this was the meaning for Problems, KE's and Releaseas by design, but i wasn't 100% sure.

is it possible to let the customer see as default view like this (focus on All My Requests instead of All My Services):

@Steven Boardman thank you for the quick reply, I appreciate it. now i've enabled the setting and as expected is working. What about the problem, know errors and release visibility into the Service Portal? (we have not yet implemented this processess in our environment, this is for the future implementation)

I'm not understanding why the change requests raised for customers are not visible into the Service portal, assuming the customer is a subscriber of the service

@James Ainsworth currently we are not using a routing rule because it might reopen a request just because of the "Thank you " email. So we'd better sponsor the Service Portal for update (it will take time until all the customer will be trained) but just in case how can this be achieved? you are correct, but i would like to have multiple destination based on conditions

scerario: we have a mailbox that collects the custumer's request raised via email. all our current BPM are using the 2 stages closure. 1. the email is a brand new case; current action: manually open a request 2. the email is referring to an open case; current action: the system is correctly updating the timeline (regex_match on the subject); nice to have: automatic status change if in resolved status 3. the email is referring to a closed case; current action: the system moves the email to a folder called "unsuccessful update" (regex_match on the subject); nice to have: leave the mail in inbox if in closed status or open a new request linked to the first case thank you

@James Ainsworth thank you for the update