[Unable to apply emails to requests]

7 minutes ago, David Hall said:

@Euan Coleman

Having checked again in more detail.. we have individual settings for each of the request types (which are not readonly) which all appear under this setting search as advanced settings..

com.hornbill.servicemanager.regex

it should also check these settings when looking for matches.  Have these been updated according to the references you now use e.g. GSA?

 

Hi David,

 

I have manually changed these all to GSA now and it looks like it is all working. how could something like this just change overnight so we can avoid this going forward as this has put us massively on the back foot this morning but was just a setting change?

 

Appreciate the support getting this resolved this morning!

 

Thank you!

Euan

[Unable to apply emails to requests]

Just to add to this, we can create new requests its just the function to apply an email to an existing request that is no longer working correctly. This seems to just have been an issue from around 07:30 this morning.

[Unable to apply emails to requests]

Hi David,

 

Thanks for suggesting the above, it wont let me edit this to 3 unfortunately?

[Unable to apply emails to requests]

See attached, I think this is what your looking for?

 

[Unable to apply emails to requests]

Hi Steve,

 

Please see below snip, the apply button works as normal and sometimes you will get suggestions like shown on the snip also but the relevant ID you want to apply to wont show.

 

[Unable to apply emails to requests]

I know this was an issue previously on the new UI where the apply button wouldn't appear but like you say, this time the option to apply the request appears however the relevant request ID wont show.

[Email Issues with new UI]

Thanks David, the reply function has been activated and appears to be working as normal again.

 

Will look out for the "apply to email" resolve later this week.

[System Automated Report Times]

We encounter the below problem every time the clocks change when it comes to our automated reports that have been created. It seems like the system clocks fall out of sync and then all automated reports shift by an hour.

Is there a way to amend the system time to match and avoid having to manually update all the reports individually? Essentially for 6 months of the year we have the times out by an hour but not something we have previously been able to resolve.

Thanks

Euan

[Email Issues with new UI]

Is there any update on the above issues raised?

 

These are still ongoing and I haven't seen any other posts with a resolve for this.

[Email Issues with new UI]

We have had ongoing issues with the new UI and I don't yet see any updates or fixes.

The main issue is when replying to a message you cant see the email trail, the only time you can see the trail is when you forward the message and you have to manually copy in all the email addresses again. This has become massively time consuming and i thought there would have been a fix by now?

We are also noticing that when you are applying an email to a request in some cases that you cant see the most recent update that you are applying but will be able to see the rest of the email trail.

Not having the relevant email in the log trail makes it extremely difficult to follow so hoping this is something that is fixed ASAP.

Any support is appreciated.

[Request from Email with plain text attachment puts attachment content in description]

On 22/03/2024 at 13:35, Euan Coleman said:

Hi Gareth,

 

We are having similar issues just now, When applying some requests from the mailbox sometimes the text from that email is missing but the rest of the information is there from the rest of the trail.

 

We are also unable to reply from the mailbox with an option to show the email trail, the only way to have the email trail visible if by forwarding the email which is not ideal when you have to manually enter various different addresses. Not sure if these are currently being looked at.

 

 

Hi All,

 

Do we know of any fix being implemented for the above issues?

 

Thank you!

[Request from Email with plain text attachment puts attachment content in description]

Hi Gareth,

 

We are having similar issues just now, When applying some requests from the mailbox sometimes the text from that email is missing but the rest of the information is there from the rest of the trail.

 

We are also unable to reply from the mailbox with an option to show the email trail, the only way to have the email trail visible if by forwarding the email which is not ideal when you have to manually enter various different addresses. Not sure if these are currently being looked at.

 

[Preview of New UI]

Hi Guys,

 

Just looking around the new UI which has a much better feel to it but i cant see how to apply a request from the mailbox to a log. Am i missing something?

 

[Raising a Request from email does not populate the Summary and Description]

Thank you! that's it working now

[Raising a Request from email does not populate the Summary and Description]

I have just checked and these are fresh requests that have just come in that still wont work? I have also tried closing the browser etc but this still hasn't changed.

Not sure if anyone else is still experiencing this?

[Raising a Request from email does not populate the Summary and Description]

Is there any update on this one? Still not working for us.

[Raising a Request from email does not populate the Summary and Description]

Hi Steve,

 

It's only working for some people and everyone has completely restarted the browser, any ideas?

 

 

[Raising a Request from email does not populate the Summary and Description]

Yeah, unfortunately its the exact same issue's for us this morning Alistair

[Raising a Request from email does not populate the Summary and Description]

Morning,

 

We have an issue this morning when raising a request from our shared inbox no data is moving over to the log and is having to be copied manually prior to adding.

 

Can you please advise how soon this will be fixed as this is a massive inconvenience!

 

Euan 

 

[Shared Mailbox emails disappearing]

Afternoon,

An issue occurred for us this afternoon when the shared mailbox deleted all emails within it. This wasn't manually done and we had to go through the deleted mailbox individually to recover them all. Has anyone else had this at all today?

When they all disappeared from the mailbox the number of emails within this remained the same despite nothing being in it. When we started moving them back over this reduced to nothing again.

Thanks

Euan

[Unable to select catalogs in a service unless also a consumer of the service]

@ArmandoDM  Hi Armando,

 

This looks to be good now on our end, thanks for the support!

 

 

[Unable to select catalogs in a service unless also a consumer of the service]

@Steve Giller my mistake Steve, thanks for letting me know!

[Unable to select catalogs in a service unless also a consumer of the service]

Morning Steve,

 

On the category list we have our services and when we click on them we have sub category's for example below is the category for Machinery highlighted and that's all we can select however normally we would then have a dropdown of multiple different machinery contractors to select.

 

[Unable to select catalogs in a service unless also a consumer of the service]

Morning All,

 

There appears to have been an issue through the night on the system and when we are raising new requests we are unable to see our sub category's.

 

Is anyone else having this issue and do we know when this is expected to be back?

 

Thanks

Euan

 

[Framework Issue]

We are on a daily basis having to refresh tabs multiple times due to certain details missing from pages to navigate further however once you refresh this once or twice it appears again. I have attached some pictures for example.