Alberto M

Hello. Knowing that the SLA targets are set in the h_itsm_request_slm_targets table while the NewRequestConfirmation email template is based on the requests entity, do you know if will it be possible to add the respond and resolution target dates fields to this email template? Thanks A.

+1

Before the Database Direct enforcement to allow only SELECT scripts, we used to use an INSERT script in Database Direct to make things a lot easier when adding SLA manage rules to a new Service as we have manage rules depending on a lot of site locations and the manual creation of manage rules is a time consuming process and it's easy to make mistakes in that creation. Is the duplication of existing SLA configuration/manage rules from an existing Service into a new Service something that can be included in a new enhancement? FYI: @Victor

As suggested by @Victor, here is one situation where, from time to time, we needed to UPDATE a request. We have active the star rating and questions in customer feedback for requests but, from time to time, the customers make mistakes on providing feedback. The most usual situation is when the customer gives 5 star rating but they answer all the questions (we have 3 questions) as "very dissatisfied". Once the feedback is provided by the user, it can't be changed but, when we realize that this contradiction appears in a request (5 star rating with 3 very dissatisfied answers), we double check it with the customer and the customer always accepts that he/she made the mistake. In this situation we used to UPDATE the answers for what the customer wanted to answer. Now, with the limitation introduced by ESP Build 3237, we can't do this anymore.

@Victor, we used to run a few UPDATE and INSERT scripts from time to time. If you say "If there is a need to run INSERT or UPDATE then it means there is a lack of functionality somewhere or some existing functionality does not work as intended, which needs to be looked at product managers and/or development team.", what will be the best way to share with you our needs for running those scripts? (Sorry to hijack your post, @Martyn Houghton )

@Ehsan we are having the same problem here.

We're back.

Same here. Down.

Also down, here

@Steven Boardman I got some feedback and everything seems to be working fine. Thanks

@Steven Boardman, thanks! I'll check if I can get any feedback from our staff about this.

Seems stable, now. Can it be confirmed?

+ same here !!

@Victor, I have some feedback from my colleague saying that he applied your suggestion and he got success. Thanks a lot for you help!

@Steven Boardman, thanks for the quick response. I mean, the customer can't provide feedback. In the service portal, when the customer clicks the feedback button, it does noting. 1. Yes, the feedback option is enabled for that service type. 2. The feedback expires in 20 days but the request has been raised yesterday, closed today a couple of hours ago. 3. Please check the attached image.

Hi. A quick question: I've been trying to find something about this without success as I'm not sure about it. I have the situation where the request customer belongs to the same team as the one the request is assigned to - the request owner is another person from the same team - and this user is saying that she is unable to give feedback on this request after she closed it. Q: is this because the request customer belongs to the same team of the request? Thanks A.

Thanks a lot, @Victor I will pass this on to my colleague who is in charge of maintaining this code so he will change and test it. If needed, I'll contact you back.

@Victor, we were using this in order to retrieve the title of a request in order to include in a link to a request in one of our internal systems. We build a string using the Call reference and then h_summary in order to give users the full information on which call they are being linked to. For this, we pass in a 'keyword' parameter. So in reality, we could put any search term in there and it will return the results. (and this was working fine until yesterday)

Hi. I'm not sure if this is the right place to ask this, but, anyway. Since I've applied the last Service Manager update yesterday evening, the h_summary field is no longer being returned when the smGetRequests is run. The field name does not even return in the response anymore so not even like the value is in error. Are you aware of any change or issue within the API? Thanks and regards, Alberto

@Martyn Houghton, yes, the "right click" option has been restored, but now, instead of opening only the email message in the browser, it goes to the full mailbox with the chosen email visible, which is more confusing than before, as the users just want to see the email message.

Yes. I have some analysts complaining about this too. And the missing link to open the the activity when the activity creation action is added to the timeline.

Hi. Before this change in the activitystream component, when we clicked in the three dots button of an email activity in a timeline, we could then right-click and choose "Open in new tab" (or Ctrl-Click) in the "View Email" drop down option which was really helpful. Now this option is not available anymore. Is this something that could be set to be available again? Thanks, A.

Please ignore this. It's due to some sort of issue in our network.

Hi all. Is there anyone else getting this page when browsing the Hornbill admin main page (tried in more than one browser with the same result)? (if not, it could be something related to our proxy/firewall) Thanks, A

Thanks, @David Hall