Andrew Tasker

Yes this appears to be the same for all services.

On our instance this is blank. We have made no changes to this overnight.

I've also just posted about this, we are experiencing the same issue this morning where all default templates appear to have changed overnight.

Good morning, Unfortunately the email templates which our incidents should default to has been changed overnight to one called Request form. There also appear to be a number of templates named Log Request now showing in the pick list. Can someone please confirm if something has changed with this? Thanks Andrew

Hi Dave, This is a read-only setting so it won't allow us to amend unless I'm missing something? Thanks Andrew

We are currently unable to apply emails to requests from our mailbox by entering the request ID. When we enter the exact request ID no option for this request shows. Can someone please urgently assist? Thanks

This is causing additional time to be spent updating our system and no response as yet. Can we please get an ETA when we should expect an update to resolve this issue?

Can we please understand why this has happened? I understand that our team are experiencing issues on almost a daily basis recently. In particular an outage on the morning of our busiest day of the week has a massive impact and will incur additional resources to have to be put towards recovering the lost time which will ultimately have an additional impact across the business.

This may be related to the issue we're having which is that several custom fields have disappeared from the details forms within the Config area of several of our Service Portfolios.

@Euan Coleman

Good morning, Has anyone else had an issue with custom fields now not displaying within incident details forms? We seem to be able to add the fields in again, however any forms which have previously been configured look to have been removed. Thanks

@Euan Coleman

We seem to be having issues where we have instances showing as having breached their SLA, yet the resolution time hasn't yet been reached with the incident still on hold. Has anyone else experienced these issues? Thanks

Hi Steve, Thanks for your reply, but unfortunately it doesn't show the option to "View Email" within the Timeline once the email is applied, it doesn't seem to actually be applying to it in the first place yet the system is behaving in the same way that it would if it had applied, i.e. moving the email into the deleted items folder.

We are having an issue where we have an email which is not applying to a request. The system appears to be applying it as normal, yet when we go into the Timeline it doesn't appear there. Has anyone had any experience of this?