Jack_Podmore

Hi guys, We have lost access to our instance (phservicedesk): Please advise! Thanks

Hi guys, For some reason since the upgrade to build 1805 we are getting the below error message within our tickets. In terms of BPM a task is is assigned to a ticket which is then resolved which changes the status of the ticket, its at this point the error message is coming up. If I "restart the last step" it seems to then re-process this step without issue. Any advice welcome! Thanks, Jack

@Keith Stevenson our instance now seems to be running a lot smoother with no errors. Thanks for looking/resolving this so quickly!

+1 We are also seeing issues with Hornbill and are not able to connect!

Hi @Deen, I was wondering if you have been able to query this with the dev's at all? Thanks, Jack

Thanks @Deen - much appreciated!

Hi guys, Has anyone else noticed that "Calibri" as a font is missing from the main email section within Hornbill? By default our email templates are of this font but if we manually send an email out this is missing. From within a ticket is fine: When composing a new email from the "email" section: Thanks, Jack

+1 - using a mixture of all browsers

@Ehsan thank you for this. Also thanks again for the patch release, we have had no more issues reported of error's so fingers crossed this is all resolved!

Hi @Paul Alexander I am interested to know more about the 'restart last step' within the request you mentioned in initial post. Is this something you have configured yourself in a BP? Thanks, Jack

Hi @Ehsan, We are also experiencing this issue across the majority of our tickets on this build. Is it possible to apply this patch to our instance or give us an ETA on the release? Thanks in advanced, Jack

Thank you for the speedy resolution @Victor

+1 on this.

Thanks @Victor! At least there is a cause - the reason why we did this initially was to keep all our custom templates separate to the inbuilt ones without having to delete them. Hopefully this can be fixed Jack

Hi guys, We are pushing out a new catalog service and are trying to set the default "email template" to be used for this (Service Portfolio > Service > Config > Email Template) but are experiencing issues. The list is blank except for 1 we have created and some of the ones already included with out instance. We have tried in Chrome, IE and Firefox and the issue persists. Has anyone else encountered this before and knows how to resolve? Thanks

+1

@James Ainsworth Thanks James - we will await the collaboration update and will discuss internally whether we can make do without custom roles to completely remove access if its needed Jack

Hi @James Ainsworth, Thanks for your suggestions. We have taken a look at this and unfortunately even turning servicemanager.progressiveCapture.servicedetails.enableSupportVisibility on, all teams are able to see all contacts even if they are not supporting the service the contact has subscribed too . This also doesn't stop our support teams just opening up the Customers > Contacts/Organisations section and be able to see all contacts there also. Thanks, Jack

Hi @James Ainsworth Thanks for your feedback. At the moment all users (Helpdesk staff with a "User" license) are able to see ALL organisations and ALL contacts by default (unless you go into a specific contact and mark it private after creation). Are there any plans to be able to restrict users on which organisations/contacts they can see? Or at least be able to mark a contact as private on creation rather than having to do this after? Thanks, Jack

Hi guys, Is there a way to restrict the visibility of an organisation or contact to a particular user or team? I know you can mark a contact as "private" but there doesn't appear to be an option to do this whilst creating a contact - it seems you can only change this once a contact has been created. Our Data Protection team are looking to use Hornbill for external requests from our customers - presently we use this as an internal Helpdesk. We don't want our teams dealing with internal customers (other members of staff) to be able to see contacts for any external customer. I hope this makes sense. Thanks, Jack

Hi guys, I have noticed that when running a "Weekly" measure the day of the week seems to start on a Sunday. Is there any way to change this? We have changed the value within and system.regionalSettings.weekStartDay resampled the measures but this has made no difference. Thanks, Jack

Hi guys, We run a weekly report to give us a list of all new joiners within the business and share this with other members of staff via the service portal. Each week the document within document manager is overwritten with a new one - is there a way to keep all versions within the document manager? We have had an issue whereby members of staff are off longer than a week and we are having to manually find the relevant report(s) and forward them back on. Thanks, Jack

Hi @James Ainsworth, We are still struggling with notifications using the "follow" button and has been brought up again by the team here. As a ticket "follower" it appears we are only getting notified when the customer updates via the service portal only. If there is an update via email there are no notifications. Should we get notifications for ANY timeline entry on a ticket? If this is the case both a normal "update" and "phone" update aren't working either - it would be really beneficial as a "follower" if you are notified of any update, whether this be from the customer or from another user (my team members for example). This would allow for us to properly keep an eye on ticket updates without having to keep going into the ticket to check or rely on the "last updated" column within the request list. Thanks, Jack

Hi @James Ainsworth, I don't believe all of the notifications are working properly. As a ticket "follower" it appears we are only getting notified when the customer updates via the service portal only. If there is an update via email there are no notifications. Should we get notifications for ANY timeline entry on a ticket? If this is the case both a normal "update" and "phone" update aren't working either - it would be really beneficial as a "follower" if you are notified of any update, whether this be from the customer or from another user (my team members for example). This would allow for us to properly keep an eye on ticket updates without having to keep going into the ticket to check or rely on the "last updated" column within the request list. An example ticket I have tested with is: SR00005370 in our instance (phservicedesk), we are on build 1489. Thanks, Jack

@David Longley I may be wrong but is this what you are after? Home > Hornbill Service Manager > Application Settings guest.app.requests.notification.notificationType.assignment