Andrew Tasker
Hornbill Users-
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Everything posted by Andrew Tasker
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Unable to apply emails to requests
Andrew Tasker replied to Andrew Tasker's topic in Service Manager
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
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Mailbox - Inserting Attachments
Andrew Tasker replied to Euan Coleman's topic in Problems and Questions
@Miro do we have any further update as to when we can expect this issue to be resolved? There have been multiple issues that have been caused with the most recent update to the UI and it's concerning that we are having to continually chase for a response on any of them. -
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?
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Hi @Daniel Dekel, Unfortunately it appears that we are now unable to export any of the contacts on this page and we receive the below error message. Can you please urgently advise? Thanks
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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.
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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.
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Custom fields not showing in forms
Andrew Tasker replied to Andrew Tasker's topic in Service Manager
@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
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SLA showing as Breached despite Resolution time not reached
Andrew Tasker replied to Andrew Tasker's topic in Service Manager
@Euan Coleman -
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.
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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?
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Data preview in Reporting just whirling and nothing displayed
Andrew Tasker replied to Adrian Simpkins's topic in Reporting
Not sure if this is related or not, but we are unable to make any amendments to any of our reports this morning. Thanks Andrew -
Restricting access to raised requests
Andrew Tasker replied to Andrew Tasker's topic in Service Manager
Hi James, Thanks for the quick response, there does appear to be a service associated to the request so I'm not sure why this would still be visible only when searching for the specific reference? -
I am trying to restrict access to a request which has been raised and have created a Team which allows me to exclude this from the normal Service Manager view. However if I enter the exact reference for the request in the search bar it still allows me to access the request details despite not being a member of the team. Is there a way to separate this out to completely restrict my view of this?
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We are experiencing the same issue
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We appear to be having an issue where Incidents are closing themselves after a user is reopening them having previously been resolved. This seems to be occurring almost immediately as soon as the request is reopened, I've been able to rule out user error so I'm unsure why this would be happening?
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Thanks for your help Keith