Charlie Jones
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Posts posted by Charlie Jones
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Thanks for your response James.
We are all good today thanks. Not sure what was happening yesterday.
kind regards,
Charlie
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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
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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
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+1
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@Ehsan we are also still experiencing the same issue.
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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
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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
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+1 on this. Seems to be intermittent.Nope still gateway 500 issue. -
9 hours ago, James Ainsworth said:
As you may already be aware, we have recently provided the ability to create, manage, and use Snippets on the Request Resolution. This was made available in the Service Manager update build 1667,
More information about this feature please see the documentation on our wiki: https://wiki.hornbill.com/index.php/Snippets
Hope this helps
Regards,
James
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
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+1 on this
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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
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@Pamela thanks for the speedy resolution
it has now been resolved
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We are having this issue
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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
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Hi , we are having the same issue. How was this resolved? @Victor
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Much appreciated @Victor ,
Please note it is only upon refreshing the page that the resolution category is greyed out.
Thanks
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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
Unable to logon to system and unable to raise a support ticket
in Service Manager
Posted
+1