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Charlie Jones

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Everything posted by Charlie Jones

  1. Charlie Jones
    +1
  2. Charlie Jones
    Thanks for your response James. We are all good today thanks. Not sure what was happening yesterday. kind regards, Charlie
  3. Charlie Jones
    Hi, we are currently experiencing issues with general usage of the service manager where we have to refresh the page after every action. For example, if we mark an email as read in the mailbox it will not show until the webpage is refreshed. This occurs for multiple analysts and persists after clearing cookies from the browser. please advise. kind regards, Charlie
  4. Charlie Jones
    thanks @Steve Giller
  5. Charlie Jones
    Hi, we have recently migrated from ADFS to Azure AD enterprise app for SSO. Previously we have used the LDAP user import tool to sync user accounts. Do we still need to use this or can we use the auto provisioning process on the SSO profile ? if so are there any pros or cons to either process? thanks in advance, Charlie
  6. Charlie Jones
    +1
  7. Charlie Jones
    @Ehsan we are also still experiencing the same issue.
  8. Charlie Jones
    Hi Dave, Thanks for the correspondence. We do not use substatus' at this level. We will update and see if the issue still persists. cheers, Charlie
  9. Charlie Jones
    +1
  10. Charlie Jones
    Hi, For some reason, recently there have been a few occurrences where when we put a ticket on hold, the default visibility goes to owner. I can confirm we have the default set to team in administration: But for some users it defaults to owner. Please help! kind regards, Charlie
  11. Charlie Jones
    @Keith Stevenson this is not resolved for us.
  12. Charlie Jones
    +1 on this. Seems to be intermittent. Nope still gateway 500 issue.
  13. Charlie Jones
    Great thanks James, we are already using it and it is speeding up our processes already. What would be good is if a snippet can be binded to a resolution category, for example, when you click the snippet, it automatically assigns the resolution category as well as the resolution. Thanks
  14. Charlie Jones
    +1
  15. Charlie Jones
    +1 on this
  16. Charlie Jones
    Hi @Pamela , Yes we are utilising this - However, from my point of view a snippet would be useful within the service manager here - kind regards, Charlie
  17. Charlie Jones
    @Pamela thanks for the speedy resolution it has now been resolved
  18. Charlie Jones
    We are having this issue
  19. Charlie Jones
    +1
  20. Charlie Jones
    +1
  21. Charlie Jones
    Hi, Just wondering if there is a way to split tickets up? For example, we have a request come in that is for two people so ideally this should be two separate requests where the customer is two different people. Is there a way to do this in the Service Manager ? kind regards, Charlie
  22. Charlie Jones
    Hi , we are having the same issue. How was this resolved? @Victor
  23. Charlie Jones
    Much appreciated @Victor , Please note it is only upon refreshing the page that the resolution category is greyed out. Thanks
  24. Charlie Jones
    @Victor
  25. Charlie Jones
    Hi, In our instance we have utilised the 'app.com.hornbill.servicemanager.request.onHold.actions' in our applications settings. We have enabled the ability to resolve a call that is on hold however we cannot select a resolution category as it seems to be greyed out. Is there anything we can do that will allow us to select a category? Thanks in advance, Charlie
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