will.good

Hi @James Ainsworth The first name and last name fields do not have the option to turn off 'The field cannot be edited' - can we raise this as an enhancement to get this added, please?

Hi @James Ainsworth, This is brilliant, thank you. I’ve just checked with a few basic users and the ability to update their profile picture doesn’t seem to be turned on. How can we enable this? It seems we previously had this turned on as quite a few of our basic users have profile pictures set.

Hi @James Ainsworth This is when using the connections form in IC and the connections action on a request

Hi, We want to allow our basic users to update their profile picture using the employee portal, but stop them from changing their name or handle (for obvious reasons). How can this be done? It appears we did have a setting turned on which allowed them to do this (as some basic users have profile pictures) but now they are unable to edit these, I have tried searching for settings to allow this but cannot find any.

Hi, Following this release: I was expecting to be able to sort simple lists by either their value or default display and this reflect wherever this list is used, e.g. for our Connections list. This doesn't appear to be working (unless I have misunderstood the change here) and it still seems to be sorting by alphabetical order using the translated display Is this right?

Hi, Enhancement request to add an audit trail to User accounts (same as the one that exists for contacts)

@Bob Dickinson Brilliant - nice and simple, thank you!

Hi, We have three global sub status set up: And then two additional sub status that are service specific (for our People Technology service) When we use the With Customer global sub status, it is set to come off hold when the customer updates the ticket, however this is also happening for our above Service Sub-statuses (with elementsuite and With Service Cafe), despite them being on-hold sub-statuses. If we use a service sub-status, we want the request to remain on hold even if the customer updates it (as we are not waiting for an update from then, and have escalated the ticket externally) This doesn't happen when we use the With People Services sub-status, when we use this and the customer updates the request, it remains on hold, how can we make this happen for the two service sub- statuses above?

@James Ainsworth Ahh thank you! I may have 'migrated' our existing knowledge articles from the service portfolio using the migrate button... is there any chance to reverse this as I cannot open them any more

Hi, Where is the knowledge base located, as mentioned here: Knowledge Management Configuration - Hornbill I have both knowledge base roles assigned to me, but cannot find it anywhere.

Brilliant, thank you

Hi, We have noticed that a few of our users have no roles assigned (this would usually be done by api into hornbill) what is the easiest way of getting a list of people with no roles assigned or missing a certain role? I have joined h_sys_accounts with h_sys_accounts_roles to get a list of people with roles assigned but can't see any way to see people that do not have either any roles or a defined role (i.e. 'Basic User Role' for example)

Hi, There are obviously ways to report on the Date Resolved and Reopen Date of a request. But is there anyway to report on the original resolve date for reopened requests? This will be helpful for us to be able to see, how long after initial resolution, the customer has reopened this (either through the portal, where it sits in resolved for 5 days before auto closing, or via email / telephony via our analysts). Currently, when a request is reopened and then resolved, the resolve date is the latest resolve date. Tagged as enhancement if not yet possible.

Hi, Is there any reconciliation going to happen to recode the cases that report incorrectly because of this defect? We have around 2500 cases that are incorrectly coded because of this, and don't really think we should have to code these again from our end (+ would not have the time to ). Affects our reporting more than anything, so would be good to see this rectified.

+1 - maybe the idea of a search box at the start of the list too!

+1

Thank Steve. As mentioned above, we haven't seen any new changes to Live Chat since October, which is obviously quite a while. There is also nothing in the 90 Day Commit Lane or In Progress lane There are items in the incoming lane that have been there since March last year, it would be good for us to understand when we will see progress here

Hi, How can we turn off individual routing rules? There is only an option to turn all of them off. I have tried turning all the below options to Off and then saving. But when I refresh the page they haven't saved so the rule remains active...

@Steve Giller I've tried resetting all settings in guest.app.requests.notification.notificationType to their default values and still cannot change those desktop notifications. It would be helpful to know which settings are driving those desktop notifications in the background. For me, ALL the desktop notification toggles on that page are turned off. I can't see any other settings in admin to enable this

I've tried this, but am still not getting anywhere I have retyped the email on a new template, removed all formatting, but are still unable to move a <br /> inside the esp conditions. No option to save and when going out of source mode and then back in my changes are gone

If I use <br> instead in Source it lets me save, but doesn't keep this inside the esp condition Have even tried clicking save when not in source mode. Also when I have tried <br> it always changes back to <br /> when I have gone back into source mode

Hi, Can we please add a filter to this page to be able to filter between Published, Retired and Draft Catalog Items? Defaulted to Published. Mock up below Essentially a replication of the filter that appears on the Bulletins page

Hi, In the employee portal, would it be possible to hide the tabs below if there is nothing further to view? I.e. if there are no documents or Service Requests under that service for the user, automatically not show those options?

Hi @James Ainsworth Thanks for getting back to me! The issue was, when I added the esp condition in, it would remove the hyperlink, so the link wasn't clickable. I had to manually add the HTML element back in using Source as you described, which has worked. I have run into another issue, albeit unrelated from my original post but on the same email template. When sending the email to a contact, we want to display the {{session.FirstName}} variable, followed on the next line (after a break) our company name. E.g. Kind Regards, Will Company name For customers, we want it just be: Kind Regards, Company name I am trying to edit the source to move <br /> inside the esp condition to be after the {{session.FirstName}} variable, so it would have a line break after the variable is used. But whenever I make this change, it never saves or it just moves <br /> back outside of the esp condition This is what the source currently looks like: Kind Regards,<br /> <esp-condition contenteditable="false" expression="{{.h_customer_type}} = 1"><br /> {{session.FirstName}}</esp-condition></span></span><br /> <br /> <esp-condition contenteditable="false" expression="{{.H_fk_serviceid}} = 17"><br /> Franchisee Admin @ </esp-condition><esp-condition contenteditable="false" expression="{{.H_fk_serviceid}} = 15"> Salaried Admin @ </esp-condition> <span style="font-size:14px;"><span style="font-family:Calibri,Verdana,Geneva,sans-serif;">People Services Helpdesk</span></span></td> This is how I believe it should look with the edits I am trying to make: Kind Regards,<br /> <esp-condition contenteditable="false" expression="{{.h_customer_type}} = 1"><br /> {{session.FirstName}}<br /></esp-condition></span></span> <br /> <esp-condition contenteditable="false" expression="{{.H_fk_serviceid}} = 17"><br /> Franchisee Admin @ </esp-condition><esp-condition contenteditable="false" expression="{{.H_fk_serviceid}} = 15"> Salaried Admin @ </esp-condition> <span style="font-size:14px;"><span style="font-family:Calibri,Verdana,Geneva,sans-serif;">People Services Helpdesk</span></span></td> I feel I must be missing something obvious because I don't think it should be this difficult I can put in <br /> at the start of an esp condition with no problems, it seems to not like it at the end

Hi, When we have typed a paragraph including an HTML link, if we then add an ESP condition to that paragraph, the HTML link is lost? Not sure if this is a bug as I would expect the link to remain if a paragraph is turned into an esp conditioned text... If not a bug, can we please get this functionality added. If a use case is needed: We are going to start using CustomerTimelineUpdateNotification emails on our cases. We have customers that are a mixture of Contacts and Coworkers, we want to be able to email say the ticket "has been updated here is a link to view it on the portal" (for coworkers). For contacts we want to also provide the update using {{RequestLastActivity.H_content}} as they will not have access to Hornbill