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Alberto M

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Alberto M last won the day on June 1

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About Alberto M

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  1. FYI: it seems it's back to normal response times.
  2. Hello. For more or less half-hour we are having slow / very slow response times in Hornbill. We even got "kicked out" (logout) and got a "Cannot initialise core data" message. Are you getting this as well? Regards, A.
  3. Hi. While navigating in the Timesheet overview page, I get no data displayed. I try to change month, category, view by month or week and nothing. Simply no data. If I run a few reports I have created for Timesheet, I get the data. Can you please check what can be wrong? Thanks. A.
  4. Hi. When applying an email to a request, the "To:" line of the email is being stripped out from the timeline update. To check the email recipients we need to open the source email. Are you having this as well? Regards, A.
  5. Thanks for this detailed information, @DanielRi. In fact, this is something that we really need - basically, we need requests followers to get notified whenever any update that they can see in the request timeline is done, which for me is what makes sense. ( what about a new setting in Hornbill admin where we can set the visibility level that generates the notification? eg.: 20, or 30? ) Please keep me updated about this, as I have our teams waiting for news about this. Cheers
  6. @chriscorcoran, do you mean the email automatically sent to the ticket customer when an update action with customer visibility is made to the ticket? Here is working fine.
  7. This happens with me only if I do logout, then click on "Back to login" and then I have to click twice to login.
  8. @DanielRi, I've checked and both analysts belong to the team assigned to the request so, apparently, something is not working as expected. "I followed SR______20 which is my colleagues call. I'm part of the same team as her. I didn't even receive notification even when she sent an Hornbill email to the approver with "team " visibility. Neither did i receive an update when the approver approved. This used to work previously before the visibility of email was changed to "team""
  9. Yes, that's what we are expecting and I believe this will include the posts created by System Autoresponder. When any of our analysts browse a request in the live portal, they can see all the "Customer" and "Team only" timeline entries; those should be the entries that would generate the notification. (meanwhile I'll check with my colleague more details about what I shared here on the update I've added)
  10. Every now and then I have colleagues requesting this. @Steve Giller, is there any idea when this will appear live?
  11. Update to this topic: I've checked with our users and it seems that this is not limited to the System AutoResponder "user". "I followed SR______20 which is my colleagues call. I'm part of the same team as her. I didn't even receive notification even when she sent an Hornbill email to the approver with "team " visibility. Neither did i receive an update when the approver approved. This used to work previously before the visibility of email was changed to "team"" So, it seems something is wrong with this notification feature.
  12. @Steve Giller, yes, that "ugly" part of it is the one we would like to avoid. Regarding the visibility, this should be something working at catalog item, and I believe the subscription is defined at service level, right? (we don't use services subscription, so it's something I've never explored and tested) Cheers
  13. Hi. Some weeks ago we changed the default visibility from a few timeline actions from "Customer" to "Team only". Since that change, we noticed that our analysts that activated the follow timeline updates button in requests are not receiving the notifications when the timeline is updated by the System AutoResponder. For us it's normal that analysts from one team want to follow and get updates on requests assigned to another teams, as we work together to get solutions but, from what I've understood, the "user" System AutoResponder is not a "normal user" and doesn't belong to any team (
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