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Alisha

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Posts posted by Alisha

    Third party update enhancement

    in Service Manager

    Posted

    Hi @Victor,

    Our Third Party updates are either added on manually via copy and paste or automatically via an email rule as some companies will use the Hornbill reference in the subject line. Sometimes there can be several Third Party updates on a Timeline so it would be helpful to be able to filter them somehow.

    So exactly like @samwoo explained, thank you. :)

    • Like 1

    Email routing rule - regex help

    in System Administration

    Posted

    Hi @Steve Giller,

    We have two rules set up. One that updates the request with the automatic reply email, and another rule that moves the email into a folder. However, I now want the automatic reply email to move into a different, more specific folder, which doesn't seem to be working. The original folder still exists for other (non chase) automatic reply emails to get moved into.

    Many thanks,
    Alisha

    Email routing rule - regex help

    in System Administration

    Posted

    Good morning,

    I'm trying to get some emails filed into a specific folder after it's updated the request.

    The rule expression I have used is: REGEX_MATCH(subject, '^(Automatic reply:).+(Customer Chase).*$')

    Please could someone help me and let me know where I'm going wrong?

    Many thanks,
    Alisha

    Map email to capture

    in Service Manager

    Posted

    Hi @Steve Giller,

    Thank you for your help so far. It is much appreciated.

    I have tried a test and it's not picking up the capture questions in the request. Is there something else that I need to do for it to show the 'Questions' screen? It goes straight from the 'Details' screen to the 'Timeline'.

    We need to populate the 'Questions' screen from the email once the request is logged.

    Many thanks,
    Alisha

    Test automation.png

    Progressive Capture 2 update

    in Service Manager

    Posted

    Good morning,

    We were advised that we were one of the last instances still using the old version of Progressive Capture and that the newer version would be activated by default this morning.

    Unfortunately, following the guest.app.experimental.enableProgressiveCapture2 setting update this morning, we have noted a number of issues. Some are cosmetic but some are causing us issues.

    1. When raising a new request and selecting the customer, we no longer see the full 'handle' on the right-hand panel once we move to the next screen. This used to be visible on every screen.
    2. If we select a Service Request and then go back and select Incident, it loads the wrong categories. We see other service categories rather than just categories for IT.
    3. Our categories are taking longer to load.
    4. When linking a Site, the button just changes from blue to orange, instead of also saying 'linked'.
    5. (Cosmetic only) When raising a new request we see a 'Finish' button on the Catalog Item selection screen, before a capture is even loaded.

    All of these were working before the update and we may need to switch the setting off until some of these issues are rectified. We would be very grateful for Hornbill's assistance in resolving this.

    Many thanks,
    Alisha

    Map email to capture

    in Service Manager

    Posted

    Good afternoon,

    We would like to automatically raise requests based on information received in an email. Rather than just having the summary and description, we'd like to take this a step further and map the answers from the email into custom fields in the capture. Is this possible please?

    Many thanks,
    Alisha

    Formatting time in templates

    in Service Manager

    Posted

    Hello,

    I'm trying to format the time in an email template so I have used {{.H_custom_22}|formatLocalTime}}. However, I would also like for it to be hidden when there is nothing in the field. I saw something about ESP conditions but I can't find much information on how to use it. Can someone help me please?

    Many thanks,
    Alisha

    Unable to stop timer

    in Timesheet Manager

    Posted

    Hello,

    We are unable to stop the timer on our Timesheet using the green button on the left (indicated on the screenshot below). However, the one on the right side panel does work. Just wanted to check if this is functioning as designed?

    Many thanks,
    Alisha

    Timesheet.png

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