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will.good

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Posts posted by will.good

    Emails Raised into Requests

    in Service Manager

    Posted

    12 minutes ago, Victor said:

    @will.good

    No. There is no conversion. The request timeline update is made using the content of the Plain Text part of an email.

    Yeah, so essentially formatting is lost in the request description and timeline. Is there any way to change this so formatting for things such as pasted tables / graphics are kept? Reading something like this in the timeline / description of a request is useless without the formatting.

     

    Examples below

    image.png.c75540d68ad4cc3f1bb82d252a8dfc28.png

    image.png.3d499b8cef26205ecddbac7c3813595d.png

     

     

    Emails Raised into Requests

    in Service Manager

    Posted

    Hi,

    Is there any way to keep formatting when an email is raised into a request? i.e any pasted tables?

    Currently, I think it converts to unformatted text. Ideally, we would like the original formatting to be kept in the request description once it is raised.

    I realise you can just use the source email to view the original email, however we regularly delete emails from our instance as we receive around a gb of emails / attachments per month and don't need the original source emails as all the info / attachments are stored on the request when it is rasied

    Catalog Item PC

    in Employee Portal

    Posted

    Hi,

    When a customer / employee uses the portal to raise a request, on the IC form we obviously have our text fields to be filled out. Is there a way to remove the summary pane to make the IC the full width of the page?

     

    I.e. remove this form from customer view when raising a request 

    image.png.80b0964ead303553663fc1a4f17d32e0.png

    IC - Customer Search Display

    in Progressive Capture

    Posted

    Hi,


    When moving to IC, employee IDs are no longer displayed when searching for customers, this has been swapped to the email address. Can there be an option to specify what to display here, or can it be changed back to employee IDs?

    If this is not possible, can we add Employee ID as an Additional Display Field?

    Also,

    Could we potentially have some further control over which variables are displayed for connections in requests, currently it is only Job Title that is viewable, we would like employee IDs to be listed here too.

    Wait for Request Update > Reopened Outcome

    in Service Manager

    Posted

    Hi,

     

    In our Business Process, requests are in Resolved State for 5 days and then auto close. We have noticed with a few requests lately that they have auto closed even after the customer has reopened the request.

    My thoughts are that the decision node, seeing that the request has been reopened would go down the No Match route and stop the 'wait for request update' timer (to stop the request from closing) but this is not the case.

    Does anyone have any suggestions on how to make it behave this way?

     

    clip1654690144924.thumb.png.e8f8f593d185159699f0891f94e3f839.png

    Raise Request for Archived User

    in Service Manager

    Posted

    @Victorwhen people are terminated from our main HR system, they are then subsequentially archived in Hornbill. Sometimes we get contacts from them after they have left (emails/phone calls), and need a way to be able to log these on Hornbill ideally (currently we have to set them up as an external contact which seems unnecessary as they still exist in HB)

    Email Priority

    in Collaboration

    Posted

    Hi,

    When sending an email in a request, there is no way to set priority. However, there is when sending an email from the inbox.

    Can we please have this option added to the email function inside of requests.

    image.png.4c1206aa0caac4e13ae71f7f4e776d03.png

    image.png.ec7618d056763dc0529ae92521204a4f.png

    image.png

    Reporting on Users Custom Fields (Attributes)

    in Service Manager

    Posted

    Hi,


    Is there any way to run a report that includes User's custom fields 1-8 (attributes)?

    I can't seem to find anything that includes these fields. I have looked in 

    h_sys_app_user_settings

    h_sys_app_users

    h_sys_user_profile_viz

    h_sys_user_profiles

    If anyone has any suggestions, that would be greatly appreciated

    Thanks!

    Delete an Update

    in Service Manager

    Posted

    Hi,


    I'm certain there used to be an option to delete a timeline update that was posted by an agent?

    Has this been removed, as I can't seem to be able to find this setting anymore. Is there any role that can be given to admins/super users to enable this?

    Email Routing

    in System Administration

    Posted

    @Victor


    Sorry I'm still not with you, we have a number of other routing rules that work in the way that I need this one to for other mailboxes on our instance.

    What would you recommend I do for wanting to move an email with a certain Subject to a specific folder?

    Thanks,

    Will

    Email Routing

    in System Administration

    Posted

    Hi,


    I am trying to create an email routing rule that when a subject contains the phrase 'New User' it moves it to a certain folder. I have set up rules previously but cannot get this one to work

     

    I have tried using Subject LIKE 'New User' but this is not working. I have had a quick look at the wiki for this and it is not overly clear where/when a % should be used 

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