Steven Cotterell

Great Idea! +1 please.

+1 for us too please, for allowing override of timeline visibility.

Thanks @David Hall - I have applied the update and can confirm the issue is resolved for us. Please pass my thanks on to all involved.

I believe they need to have the 'Role' that was created when your Email was set-up in your Instance. This role is bespoke so I have no way of knowing what it is called. Check the WIKI here... Mailbox Rights & Roles Hope this helps.

Hi @David Hall, Is there any progress on a fix for this issue please? Thanks Steve

Thanks @Dan Munns

Good morning @Dan Munns, when you get the opportunity, can you check in your instance and see if this setting is set to 'allow' for you please? Ours is set to 'kick'. If yours is set to 'allow', just want to know how to go about getting this changed. @Victor, I appreciate you were snowed under yesterday with the outage, but if you have the opportunity this morning/today to review this it would be very much appreciated. Thanks in advance.

@HHH, have you heard anything yet following raising this on the Success Portal? I'm guessing the Hornbill folks might have been a little busy with other things this afternoon.

Many thanks to everyone at Hornbill who were involved in restoring service for us all.

Back working for us also - thanks from us too for the speedy fix.

Agreed, all URLs affected.

+1 - Affecting us also

Thanks @Victor, so can we use this setting to allow the 3 sessions needed for the Dashboard screens, 2 for here in the UK and 1 for the office in South Africa? If this is the way to achieve what we need, you've alluded to this being a read-only setting which we cannot change. Is this something that Hornbill Staff would need to do for our instance?

@HHH, thanks so much. Your help is very much appreciated.

@Martyn Houghton - Ingenious, thanks. Will try this out. Are you seeing the same issue as us with your customers not being able to reopen resolved tickets (clicking on red button in portal ticket view appears to do nothing but gives error in the console in Developer Tools)?

Hi, Does anyone know the best way to publish a Bulletin that will be seen by ALL our external contacts when they log into the Customer Portal as we have an issue regarding 'reopening tickets' which is affecting multiple contacts, irrespective of Service & Organisation? Only way I can think of at the moment is to maybe replace the Home Page Main Image Text/Section Title....

Hi, It appears since yesterdays Service Manager update, our external customers (contacts) are unable to click the red "It's still broken" button on either Service Request or Incidents to reopen them. Clicking the button appears to do nothing to the end user, I have tested this with Developer Tools open and am getting the following error in the Console. (In the above SR, I clicked the red button twice, hence two errors) (In the IN above the error is shown after the two cream Violation messages) When clicking on the green "It's working" button, everything works as it should.. I have not made any changes to the BPMs. Can anyone help please as a matter of urgency. Thanks.

No worries @Dan Munns. Thanks. I hope someone comes up with a way forward.

Hey @Dan Munns, thanks for replying. We're still getting the same behaviour whether we bypass SSO or not. Would you be happy to have a call so we can compare settings?

@Victor - perfect, just what we will be needing very soon. Many thanks for the update.

@neilcg - Sorry, should have also spotted the status of 'Open'. Not sure then. That was my first thought. Cheers.

@neilcg, it could be something to do with the ticket being 'Paused'. I've seen that Targets that are not yet completed do not show when paused.

Righto - thanks for the heads-up. Will watch out for it.

I have just seen the Hornbill ESP update which includes this. Thanks so much. I will wait for the update to be applied then test it. I will feedback. Thanks again.

Good morning all, We have tried this approach (just creating one full paid for licence user called 'Hornbill Dashboard') to have a slideshow displaying on three screens around the business (2 here in Bristol with me & 1 in South Africa), and when the 2nd session is logged in it kicks out the 1st one and on the 1st one we get this message. Clicking yes, then causes the above message to display on the 2nd session, indicating we can only have one session logged in using the user 'Hornbill Dashboard' at a time. Our impression was, based off this thread and conversations pre Switch-On, that we only needed to pay for one licence to achieve what we need, but this appears not to be the case. Is anyone else getting this issue. In case it's relevant, we are using SSO. Cheers.