Jeremy

To be able to authorise on behalf of people or be able to change the authorisor etc, as we have these options within the external authorisation emails.

can I give this a bump as it still does not work and is causing us daily issues.

Could it be possible to search the Direct Outbound Message for things like: Email address Summaries Words in the body of the email This would make it easier to manage some of the authorisations and help our Service Desk manage them.

So currently we have the emails that are sent from the system that have the summary of: SR012554245 - Summary - update Replies to these emails are then added to the relevant ticket. However is there a way to update tickets with reply emails that only contain the 'Summary' and not have the reference number or -update in the subject line of the email? Can the reference number be put into the body of the email and applied to a ticket automatically?

bump

@Sam P with the bits that you want to keep or remove...are they consistent? If so then you should be able to use regex to extract.

We have a requirement for some requests to be printed to a PDF, but when we do this it only prints one page and you have to scroll down and print another page. Is there a way to change the site to allow you to print the whole page at a time?

https://status.hornbill.com/incidents/50

we are seeing this for some analysts too

ah ok, so we have been removing superuser from people, is there a way to change this to a system role? You can't change any details in there so why is this so pinned down? Is it because it would allow people to look at any requests in the system?

Please can someone let me know what role you need to have to be able to see the Database Direct option in the Admin panel? Thanks in advance.

Would it be possible to request an option to download all attachments in a request?

@Steve Giller we are aware of this now, but assumed that this was done automatically. We don't want to have some account still using headroom, this also increases our resourcing as there is another thing we need to check.

Further to this, when we look at the number of users that appear in the 'Subscription Utilisation' it lists users that are basic ones (they used to be users) but it seems that they are not all being removed from this list. Can this be be investigated?

can I request or ask for the ability to remove attachments from a request via the BPM please? We have some processes where customers upload a document but at the end of the process we want to automatically remove the attachment(s) as we no longer need the information to be stored. For our instance we would like to just delete all attachments in a request.

When we are raising request we have a multi line text box but the scroll bar has disappeared from the right hand side of the box when entering lots of text The only way to move up and down is to use the arrow keys on the keyboard scrolling the mouse wheel does not work and there is no bar to drag. We have tried this on several browsers and they all have the same issue, are others experiencing this issue?

@lokent we have done similar things and we direct out of the system via a link, we then prevent the customer from logging the request as we make a couple of labels that are mandatory therefore no request is raised in the system, the customer just closes that tab in their browser.

Further to this, can I request or ask for the ability to remove attachments from a request via the BPM please? We have some processes where customers upload a document but at the end of the process we want to automatically remove the attachment(s) as we no longer need the information to be stored.

Can I bump this again, this is a feature that would be extremely useful as we are finding more and more examples of emails that we need to send to customers with images or links etc within them.

@Berto2002 I went into a BPM with one of these nodes and when the error appeared I backed out of it as fast as possible as we have a lot of automated processes that use these nodes and can't afford for them to break as it would severely impact our customer experience. Hopefully this gets picked up by Hornbill and fixed asap.

@Berto2002 do you know if this affects running/active BPMs or just new BPMs that are created?

@Sam P so I have just realised that this node is a built in 'authorisation node' and these outcomes can't be updated, I think that you can add more, but the built in ones are not editable. If you have Human Tasks etc then this is able to be edited.

@Sam P we have changed ours, my assumption is that the option is greyed out as that node isn't connected?

@Berto2002 for the new ones as they come in with 'New' in the title you can use the routing rules to log these and then in the BPM you can change the title of the request to remove the 'New' bit via regex and the source email node. Then if these are logged against a Service you can set the Service Email Template to be something that is formatted in a way to get the details, for example we 'force' a ending to the subject e.g. - update then again look for - update in the title when the reply email is received. Alongside this we then add the request number to email template at the bottom in white text so it's 'invisible' so at least you could manually add the email to the request when they respond.

We would like to keep this current after the festive period as we would like to find a way to do this with our current setup.