Alberto M

@Daniel Dekel, I've already changed the user.view.page.home translation and it worked, but, when I navigate to a request, it still shows the "Company Home" followed by the service name. Where do I change this? Thanks.

@Keith Stevenson, thanks for your response. I've checked with our team and this is what I got: "From what I can see in the logs, we processed 98 tasks this morning at around 09:10 (UK time). This is definitely way more than the usual 10 we get. In terms of API calls, there is 2 API Calls for each task, so in this case that would be nearly 200 API Calls. It is more than usual, but 200 web requests (which are small) are not something that should have such an impact on the system." Is there any extra information you can get from the logs? Regards, A

Back again with issues!!

FYI: it seems it's back to normal response times.

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.

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.

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.

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

@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.

This happens with me only if I do logout, then click on "Back to login" and then I have to click twice to login.

+1 yep

@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""

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)

Thanks, @Steve Giller, I'll give this a try.

Every now and then I have colleagues requesting this. @Steve Giller, is there any idea when this will appear live?

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.

@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

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 (?), what I believe it's causing these missing notifications. As I said, our analysts need to be notified about any updates with "Customer" to "Team only" visibility in the requests they follow, so we keep on working together within different teams and this missing notifications are disrupting the way we need to work. Will it be possible to get ALL the relevant visibility updates ("Customer" to "Team only") to generate the notification to the live portal users? Thanks, Alberto

@Dave Longley, there's a setting in admin: Home>Applications>Hornbill Service Manager>Application Settings where you define this. Please check it. Regards, A.

Hi @Victor. Thanks for responding. I've sent you the template by PM. Cheers

Hi. Is there a way to avoid showing the "[service.hornbill.com]" in the email messages? In the template, we don't have that and we would like that this would not be shown in the email messages, as it clutters the message. Thanks, Alberto

Hi. We have been implementing automation so requests are raised automatically from external applications. For this, we created specific catalog items where requests should only be raised by this automated processes and not by customers, nor by analysts. So, besides setting the access to the catalog item only to service desk, to avoid customers to raise requests (and have access to these requests as well), we would like to avoid service desk to raise requests manually for these catalog items - and this limitation is only regarding the raise action; not to limit service desk to access these requests. Is there any way to set this? (I can't find it and I believe not) Thanks, Alberto

@James Ainsworth, now it's working as expected! Thanks!

@Bob Dickinson, I've double checked now and we have the [title] being imported into the Job Title as well. I need to check if we are using these fields and where. Thanks

@Bob Dickinson, we are populating the "Job Description" field with the [title] attribute from LDAP. Usually we don't need to change it manually.