Jeremy

Has anymore work been done on this, to allow the links and rich text formatting to carry through from the FAQ to the Resolution Emails? This would greatly help our communications look more professional to our customers and cut down a lot of manual work copying and pasting details into the resolution box.

@Mary did this happen last night as it appears that things are not much better this morning and when linking request we can't even generically search for Open Problems: Searching via the to Global Search also yields No Results.

experimental.elasticsearch.enable does not seem to exist anymore? @Daniel

@Mary is this something that you will do or us?

this is linking within a request another request that the system can't find....but is in my queue

@Mary we can't link requests together by searching (at the moment we have a problem record that we cannot find in the search) or use the search at the top of Service Manager it doesn't find some requests. These requests were logged several days/weeks ago but don't appear in the search: But if you press Ctrl, Shift and F and enter the numbers the system finds and opens them straight away

So we are having issues in searching for requests and also linking requests together.....has there been any issues with Hornbill? or is it just us......

@Steve Giller originally this was exported from the request list as this is where most users are able to export data in the short term I have created a report for them but ideally we would like the ability to export the full tree from the request list.

@Steve Giller it appears that the full tree shows in Reporting module so I guess that it's stored somewhere.....

@Steve Giller this is exporting a view and yes the heading has also changed from 'Request Category' to just 'Category' in the exported view as well as the data within This seems to have happened since the update where it mentions - No root categories have been set for services.

in the settings we have this.... No one apart from me would change these and I have not done anything in relation to these for a very long time.

sorry here is the image....

@Anne K you should be able to add an image to the template(s) in the admin section.

@Dawn Bluck happy to show you what we have done if you would like, can set up a meeting if you wanted.

We exported some views for data analysis but it appears that something may have changed with the way it outputs the information: This was previously how it exported with the Categories laid out in full: now they have changed to a single word Has this changed with the latest update to the Service Manager where the column of Category has been added as a selection?

appears that it was short lived and seems to be back...not sure what happened for us

We are seeing this message and are not sure what it relates too but appears when we are trying to the use the system and is preventing us from doing anything. Can anyone shed any light on it?

@Victor I will give this a go, @Ehsan will this be looked into to resolve at some point in the future?

@Ehsan that is correct but you are adding all the text in one go, but we have decisions based on 20 questions then we update the custom field with the text therefore the text gets entered in multiple nodes and so the system does not format each question onto a new line as you have done (this has been raised before). So in the custom field it ends up looking like: Which option did you pick? Yes Have you checked the forum? Found a related topic in the forum But as we want this text to be on different lines that is where we are getting stuck in adding the line break into the custom field. Which we have done and it works, but the email shows the line breaks. It maybe easier to show you if you wanted?

@Ehsan same steps as you apart from Number 2 where we have decisions to check if the customer has answered a question in a certain way then we inject the question into the custom field, so the custom field can have anything from 1 question to 20 dependent on answers. So it appears to be when you inject multiple text lines into the custom field that this happens, below is part of the questions decision tree that updates custom 31 with the relevant details:

@Victor my apologies I did not realise that this was an option, is this editing linked to a role?

Is there any further developments in regards to this issue? We are holding off deploying a form until we can fix this issue but it is becoming more pressing.

@Victor that is fine for editing but you cannot delete anything so for instance if an email has been added to the wrong request there is no way of removing or deleting from that request. The only thing that you can do is to 'archive the post' but it still allows analysts to see this, we want to be able to delete or remove items in the timeline but only based on a role.

I have Grammarly, I will remove and see what happens

@James Ainsworth scenario 2 in our case too