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Euan Coleman

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Posts posted by Euan Coleman

    Unable to apply emails to requests

    in Service Manager

    Posted

    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

    System Automated Report Times

    in Service Manager

    Posted

    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

    in Service Manager

    Posted

    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

    in Service Manager

    Posted

    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

    in Service Manager

    Posted

    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.

     

    Update to Hornbill UI

    in Problems and Questions

    Posted

     

    Afternoon,

     

    I have had a look at some up the updates and posts about the UI and haven't yet found a solution to the below however if I have missed this I do apologise.

     

    It says its switching in 15 days, does that mean this version of the UI we currently use will be obsolete at that point and we will have no option but to use the new user interface from then on?

     

    The reason I ask is that when we access our contacts page on the new UI, the search parameters seem to be off so we can’t search for something containing a word anymore and instead it has to be an exact search including all wording, brackets, and numbers for it to show. We need this changed but I can’t see any options anywhere to do this ourselves and I’m concerned about the impact if it automatically changes before we have an understanding of this.

     

    If you need me to advise on anything further, just let me know.

     

    Appreciate the support in advance!

     

    Thanks

    Euan

    Shared Mailbox emails disappearing

    in Service Manager

    Posted

    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

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