Jeremy

@Pamela We are experiencing these issues again please can this be investigated.

@Pamela Yes, we have been using views to get information, but self-service forms make up a third of our requests that are logged and not being able to search the questions (where all the detail is contained) is frustrating. As we can easily miss requests when people call or chase these requests, we struggle to find them.

sounds great

@Pamela using " " does not appear to search the questions section?

@Steven Boardman Could there be a way to restrict access to certain templates (by service or team) as we have a lot in our system that not everyone needs/wants to see, also if there was the 'old' style message box could there be a 'preview' button to be able to see the email before it's sent?

Searching is proving to be an issue in Service Manager, is there a free search (or another method) to be able to search every request open, closed, cancelled etc where it will search the Summary, Description, Timeline, Questions etc?

@Steven Boardman is only a cosmetic thing, but with our mailbox (shown below) we have a lot of 'unread' emails and ideally apart from the inbox we want to mark these as dealt with...

@Daniel Dekel this morning we are seeing this... not sure if it's related where the emails are not ordering themselves

Is there a way to mark emails a 'read' as part of email routing rules? This would be super useful for us so that we know when they are dealt with.

Is there a way to include the questions that people submit via PCF's in emails or in a template.... As we have several cases where we would like to use this information in this way.

@Daniel Dekel we are Windows 10 and using chrome Version 69.0.3497.100 I will pm you a screen recording that we have of the inbox and the behaviour that we are seeing.

When searching for assets some of our's are not appearing when searching even though they are in policy, we have to log jobs with different assets then once logged go into the request and change it to the actual assets. Has anyone else experienced this? Also, is there a way to increase the list of returned assets? When you search there are 5 that are returned but if you need to add more or there is a list of multiple items, you cannot scroll or add more from the asset picker in the PCF.

@Steven Boardman We have this issue too, even though you can click into the snippets you cannot edit them and I have the role Service Desk Admin on my account and superuser etc.

Is there a way of changing the default of opening attachments that are part of a request? We get a lot of screenshots and doc's attached to request which we have to download and then open, can functionality be included to open these in the browser?

+1

@Daniel Dekel so when we are in the email list if you select the any/last email and are reading the main body of the email, if either another email is received into the inbox or an analyst raises a job/applies an email to a request and their email gets moved to the deleted items folder a green pop up occurs and your view of the highlighted email that you were reading changes and the highlighted email is now the top email in your list but is not selected or showing the new email details. Not sure if this makes sense....

Also cannot find requests when applying email updates @Pamela even if we search for them

@Pamela trying to log an email request

Just trying to add an update to a request

@Pamela we have just got this error in our instance when trying to mark an email as read, and it doesn't allow you.

@Pamela @TrevorKillick

Is there any more update on this as we are still experiencing issues with this service this morning.

@Pamela We think that this service was just down again, as we had some error messages appearing about not being able to talk to the server.

@TrevorKillick Has this just happened again?