Jeremy

also in Board Manager there are some issues with placement of text

@James Ainsworthdo you know when that is likely to be released?

current portal: with the new UI this is the portal with differing settings

Was there any response about this issue? @Adrian Simpkins @Hornbill Support Team We have a welfare process that relies on Service Manager working 24/7 and we have had an occurrence the other week were someone couldn't get the information that they needed as the business process failed at 3.04am and therefore had to wait until this request was assigned manually to get the information 5 hours late. Other other instances of this failure have been people requesting Office accounts at 3am where they fail and again this then waits for us to manually do something to get the process to continue, it seems that for us the consistent issue apart from the time it is the assigning function that seems to not work at this time even though it is done as part of the BPM automatically.

@Paul Alexander these are our settings For the analysts: For management:

most people can only fake delete (by clicking the button it just moves the email to deleted items folder) Yes, these admins can them permanently delete if required.

if you put the URL into a browser and you can't see the image load then these will not be able to be pulled through to your FAQ for some of our images we host them on imgur.com and make them private images....this link is then added to the FAQ or form etc.

@Paul Alexander from our experience this deletion only moves the email to the Deleted Mail folder and does not actually delete the email. The only people that can delete emails in our instance are people with a role of 'Service Desk Admin'.

When you have a customer search node then a customised form, I am trying to display a field only for external people but I can't find anywhere what Customer Search->customer_type relates too Also if you select the h_email is there a way to say not like in the options e.g. h_email doesn't contain @port.ac.uk? As there is the option of 'contains' but not an option does not contain

@MichelleReaney where are the images hosted? as it looks like the link points somewhere within Hornbill....

Are there any updates about this attachment to email issue?

We have had this issue too.

When viewing CIs there is some overlap in the design.

@Darren Rose so the wiki link should be is [[https://www.vinviconstruction.co.uk/downloads/privacy-notice.pdf|Privacy Notice]]

We manage this very carefully although there are always ones that slip through the net. For us when we send emails there is some text that we pick up to apply to the correct request and all other emails are left in the mailbox to deal with, which means that our service desk update the requests with follow on communications to resolved jobs and decide if they need re-opening etc. However the issue still remains that when a request is resolved and a customer replies to the 'update email' then these will automatically apply leaving some requests in limbo as the customer is expecting a response but the analysts don't see them unless they go looking for these requests. I guess the only way to truly fix this would be to change the workflows so that the requests are closed and you 'ignore' the resolved status, or maybe Hornbill can implement a flag so that if requests are resolved or closed then the emails don't apply to the request.

@Daniel So that last screenshot change the node so that the 'Task' says 'Wait for Attachment' and then update Action focus to be Attachment if you wanted the system to default to that Action in the Action Bar.

We have the same issue as we do not have an 'admin' account that we can assign the relevant roles to, nor do we want too. We have not found a way around this yet.

Is there anymore updates about this issue?

The padding on the global search needs adjusting, but so far I like it and I have some analysts this end using it so will feedback any issues.

@Martyn Houghton currently affecting both as when attaching it just circles and doesn't send an email with an attachment if manually added.

After some testing, it appears that when people are in supporting teams these teams/services are not being restricted when coming to applying emails to requests. i.e. if there is someone is not a member of a supporting team and updates a job the summary etc are exposed to the analyst that should not (in our opinion) see these details, they should only able to see the reference number to apply the email. This to us a bit of a GDPR concern as there are some requests that can have sensitive details in the summaries of the requests.

further to this question, if analysts are in supporting teams do they only see the services/requests that they are listed as supporting or when applying emails to requests do you see all requests in this list? I hope that makes sense....

This is the same as was reported a few weeks ago

Please can this be investigated as this is causing us a lot of issues now, as we cannot send attachments from Hornbill.

@James Ainsworth I can't seem to import this file into the Reporting module