P. Nordqvist

@Victor Thanks for the explanation!

No I cannot, we don't have such a support contract.

Hi, Currently no of our users (admin as well) cannot login to Hornbill. When trying to login we get the error message: The status check from the support page looks good: This impact both the live, service and admin pages. Please support as soon as possible. Kind Regards Per

I mean the "log and resolve". The resolve directly when logging is what I was thinking of. Do you do that? If yes, how?

Sorry for going a bit off-topic. @Jeremy mentioned "if we use the log and resolve". Is there something I have missed. Is there a "log and resolve" functionality OOTB or how are you achieving that functionality?

Thanks Daniel, I assumed this was the way to go. Now I have it confirmed. As you said I told my colleague as well, the Task ID is normally a hidden field that should not really be used for referencing Tasks. Cheers Per

Hi, How can I search for Tasks in Hornbill? I know there is a possibility to filter the Activities View, but as example is there any way to search for the Task ID, Details or Assigned To? Cheers Per

Seems you have run into the same issue as I discovered yesterday.

@VictorMany thanks!!! As always!

I tested with only the "Collaboration Role" and have exactly the same issue.

@Victor This is what I though as well. Now I have assigned a task (related to a service request) to a user having the Collaboration Role and this is the error message when I try to open the task as this user. The user is NOT a basic user, it is configured as a User. It seems I have to provide some Service Manager roles as well to be able to work on this task. Other roles assigned to this user is as well: Kind Regards Per

Hi, I am looking for a way to give some users a role that enables them to ONLY work on tasks (activities). The tasks has been created by an analyst within service manager application related to a Service Request. Now I would like to configure a role to a user that can only complete the task. Nothing else. The user shall NOT be able to use the Service Manager application. A pure Collaboration user. The user shall NOT be able to view any requests within Hornbill (except his own requests via the service portal). Any idea how I can achieve this?

+1

@Victor Sorry, but I have to say it didn't help. I removed the text "your group", saved the template, added the text again by typing it with my keyboard. I also made sure that there were no invisible characters behind "group" by using "Delete" on my keyboard at the end of the line.

@VictorWill do. I will let you know if this doesn't resolve the issue.

Hi, When our routing rules logs a call, the assigned group gets a notification mail sent and the subject is not complete and includes strange characters. Is this a know issue? This an example how the email subject looks: Incident - TMG Profile login 3c970ed84904 has been assigned to your g =?utf-8?B?cm91c?= And this is how the email template looks like: {{.H_requesttype}} - {{.H_summary|empty}} has been assigned to your group Any help would be apprechiated Per

Hi, I don't know if we are the only one. We have set app.requests.cancel.commentMandatory to OFF but we are still required to type a comment when cancelling a request. To me it sounds like this is exactly what this setting shall disable. Kind Regards Per

I just like to reply to my own topic. Forget my last comment regarding making an assign of multiple requests. Now I found the function in the lower part of the popup. The issue with resolve requests with no owner is still valid. Cheers

Hi, I know this is an experimental settings but I would like to highlight an issue with it. Currently we have set app.experimental.multipleRequestsAction to ON. At the same time we have set app.request.allowResolveCloseWithoutAnalyst to OFF. This would mean it should NOT be possible to resolve requests without having an owner. If you use the multi select feature to resolve calls you can do it even if the requests does NOT have any analyst assigned. Additional to this issue I have an additional request with an assign action to the multi select feature so you also have the possibility to assign multi select requests. Kind Regards Per

Hi, I would like to have the possibility to configure what statuses are shown in the default request list and what is included in the "Total:" selection. Currently you get a list view that by default shows all "New", "Open", "On-Hold" and "Resolved" calls. What my Analysts don't like at all is that there is no possibility to just view the "Active" calls, which in our case would be the "New" and "Open". The resolved calls are to 99% history and the "On-Hold" calls are not interesting at the moment. What they want is simply to see all calls they should work on at the moment. Here it would be nice to have an additional selection named "active" or something similar for "New" and "Open". I know you can create your own views, but as soon as you select any other filter, your own view is not the active one any more. Kind Regards Per

@Victor, I think we leave it as it is. Now change the setting so an Analyst cannot reolve a call without having an owner. After this change the call will always have the sub-status "In progress" when it is resolved, which means the issue is fixed. I cannot reproduce the issue after this setting is done. Cheers Per

@Victor, I think I know what happened. So I believe everything works as it should. I had the setting app.request.allowResolveCloseWithoutAnalyst set to ON which is the default. What happened then is that an analyst resolved a call without having any analyst assigned. Before the call was resolved it had the status "New" without any sub-status. When it was resolved the sub-status stayed empty (I set the sub-status in the BP when the call gets assigned to an analyst). In this case the email update changed the sub-status to In progress which I guess caused the call to be reopened. Do you believe I am right in my thoughts? Kind Regards Per

@Victor, yes. You are right. We have it configured like this. I though this will only happen if the call has the status "On-Hold" and the customer updates the call. What would be your propose how we shall change the settings to achieve what we want? I guess the best would be to clear the "On Customer Response..." value to nothing. In this case the Analyst will have to change the status from On-Hold to Open manually when the customer updates an On-Hold call, right? Kind Regards Per

Hi @Dan Munns, Thanks for your reply. These both settings you're mentioning are set to "Off" and they don't help us at all as the use case we have is when the requests having the status Resolved. What I don't understand is why an email update do also change the status of the call. The email update should JUST update the call, nothing else. In the workflow we have a step after the call has been resolved to wait for a status change, and for some reason this update that happens also updates the status and reopens the call. How can we change this behavior?

Hi, We currently have a routing rule that updates a request if the request number is in the email. Now we have the issue stated in this thread [https://community.hornbill.com/topic/12292-automatic-reopen-ticket-based-on-an-email/] What happens is that the routing rule updates the call and reopens the call. This is NOT what we want. In this case we simply want the email to update the call but NOT change the status. For this the user have an option in the service portal by clicking "It's still not working" button. How can we avoid that an email update changes the status to open? Kind Regards Per