[Lost all views]

+1

[System Error]

+1

[Emails no longer included in timeline when filter is used.]

@Victor Please see attached showing a new incident with the task shown as an 'update' and an old incident with the task shown as a 'task'. The task completion is showing as well as the comment because I have 'update' ticked in my timeline filters. Previously just the comment would have been shown. Its seems like internally the task completion has been re-classified as an 'update' - whereas previously it would have been classified as a 'task'.

I think this is also causing us to get duplicate notifications because we have 'Portal Update' selected under our user configs.

[Emails no longer included in timeline when filter is used.]

@Victor Hi Victor, I do continue to have a slight issue in that now when I have 'Update' selected in the timeline filter drop down, system updates (such as a task being completed) show as well as comments. Is this a known issue? Thanks.

[Emails no longer included in timeline when filter is used.]

@Victor Thanks Victor, clearing the browser cache resolved it.

[Emails no longer included in timeline when filter is used.]

@James Ainsworth Hi James - unfortunately its still not working. Thanks.

[Emails no longer included in timeline when filter is used.]

Hi,

I'm seeing an issue since the latest update (Build 2223) whereby if you use the timeline filter to filter out all the 'noise', email updates are no longer included when 'update' is selected. Is this because they have now been given their own 'email' category and this is not an option in the filter dropdown? Thanks.

[Unable to see the body of emails]

@Steve Giller I can confirm this is working for me now, thanks for the speed resolution!

[Unable to see the body of emails]

Thanks Kate, that's a work-around at least!

[Unable to see the body of emails]

Since the attachment issue today we are no longer able to read the body of any emails in Hornbill. They show in the timeline, but if you try to open them or go to the inbox, the body is now blank.

When you first try to open an email it looks like it tries to render the text, then disappears and you are stuck with the below empty div? Please help. Thanks.

[Service portal not allowing access to Add Attachments page]

Working for us, thankyou.

[Service portal not allowing access to Add Attachments page]

I did enable these two options today, just in case that is relevant...

 

[Service portal not allowing access to Add Attachments page]

All of a sudden customers are unable to raise requests via the Customer Portal. I have tested this and have the same issue. It won't let you advance past the details form. We can still raise requests via Service Manager. Is anybody else having this issue? Thanks.

[Cannot initialise 'Core' Error]

+1 

 

[Connection issues?]

+1

[Contacts from one Organisation show up in the Portal Access list for another un-related Organisation]

@Victor - we seem to be having this issue as well, any chance someone could take a look please? Do you need me to PM you some examples? Many Thanks.

[Sometimes Customer Updates do not take the call off-hold]

I too have noticed this issue. 

[Activities Not Showing]

 

1 hour ago, Logan Graham said:

since the update we have noticed that activities are not auto showing on the right, you have having to clcik the arrow and then click show more then it loads.

I have also noticed this Logan.

[Allowing internal users to reset customer portal passwords]

Perfect - Thanks again @Martyn Houghton

[Allowing internal users to reset customer portal passwords]

Ahh OK thanks @Martyn Houghton

Definitely worth looking at.

 

If @Victor could confirm that would be great!

 

Andrew

[Allowing internal users to reset customer portal passwords]

Thanks @Martyn Houghton

 

The only issue we have with this is that some customers insist they are not receiving the password reset email. They are mostly based in Hospitals, so their emails are heavily filtered... Thanks anyway.

 

Andrew

[Allowing internal users to reset customer portal passwords]

Hi,

 

Which roles would I need to assign to an internal user to allow them to reset customer portal passwords please? Currently only myself and another admin can do this and its not the best use of our time! We have enabled the option for our customers to reset their own passwords, but for one reason or another they don't always seem to be able to follow this process. The user I intend to give the ability to is otherwise a fairly basic 'normal' user and so we would like to minimise access to other admin config items if possible.

 

Thanks,

 

Andrew

[Attachment Restriction - File Size Setting]

Hi @Steven Boardman

Thanks for the suggestion. We have thought of doing this, our only issue is that the majority our users are Hospital based and so do not have access to the internet (or if they do, its very restricted). I have managed to get round the issue by re-encoding the videos so they are smaller than 20MB. We are still having an issue of uploading the larger videos (that are nearly 20MB) however, but I'll raise that via the portal.

Thanks,

Andrew

[Attachment Restriction - File Size Setting]

Hi @James Ainsworth

We have a need to upload some files (training videos) to publish to the Customer Portal that are larger than 30MB (current largest is 34MB) is this possible at all?

Also, you mention that the limit is now 30MB, however, when trying to increase the 'maxfileUploadSize' setting above 20MB, I am greeted with the following error:

Any help would be appreciated. Thanks.

Andrew

[Resolve Timer on a reopened call]

@Victor Sorry I should have given more detail. The ability for the system to continue the resolve SLA timer if the customer marks the request as not being fixed. Thanks.