will.good

Hi @James Ainsworth Appreciate you checking in, This is currently still under investigation (IN00174690) by the success team

Hi, We would like to replicate our profile codes on closure and use them in initial request coding too, what is the easiest way to do this? E.g. all of the closure codes we have available in closure category, we would like these to be replicated in the Request Category Action

Hi, I am trying to create a report that displays the Document Name and the Library it belongs to. I have found a way to display the Documents and Libraries separately, but have not been able to join them in a report. How would I be able to pull a report that would show both? docmanager-documents.report.txt libraries.report.txt

Enhancement request: Add a 'Download All' or 'Download Selected' button on the attachments pane on a request. We have cases where there are many attachments and would like there to be a way to download multiple files at the same time.

Hi We are looking at allowing connections to be able to view requests that they are connected to, but realise they can't view the timeline. I refer to the below from the wiki We would like it, for when we have enabled connections to View Request, that they are able to see the timeline too (any Customer Visible updates). I was surprised to see that with View rights, they cannot see the timeline, which is usually the most beneficial and busy part of the request. Could we explore giving them Read only access to the timeline too?

Enhancement Request - Can we please add the ability to add in links to snippets and additional variables. We are looking for the same functionality as is available when creating Email Templates. Use case: we have many email templates that might contain links or variables (more than what is currently exposed in Snippets). When we want to change the formatting / design of our email templates, we have to update many, many email templates. This enhancement could (for example) allow us to have a 'master' template where analysts could just add a snippet to, that would be correctly formatted and include additional links / variables rather than it having to be an email template.

Hi, When looking at the service desk, both of the below requests were logged by the same customer (therefore last updated by the same). Why are these showing different colours? These are our settings To confirm, this user is a customer and not an analyst.

I have done yeah - also tried a hard refresh through developer tools. Should I log a ticket for success to take a look at?

Hi @James Ainsworth Yes all are selected - Strangely, if I select a timeline update on a request it gives me the option to add the post to a Board

Hi, I am looking at implementing the Board Manager app in our instance, so have just been exploring the functionality of it. I have a test SR open and when I click on the Board Action it says: The board that I have created is shared with the Group that the SR is assigned to Am I missing something obvious as to why I cannot add this to a board?

@Steve Giller I also do not seem to be getting the desktop notifications from chat messages from the below enhancement: New Update: Live Chat (171) Added option for agents to enable desktop notification on new messages to existing chat when the browser window is not in focus I have both turned on in notification settings

Hi, Is there a way for users to be able to view documents via a direct link, but not have the ability to view libraries or other documents? We want to be able to link to documents hosted in Document Manager, so we can link them in Self help pages, PCs etc, but we do not want users to have access to see the whole library via the link on the homepage banner

Hi, Can we please make admin.views.account.users.userinfo.tab.security () an editable title? It seems strange to be the only one on this menu that is not editable: Side question, is there any way to change the colour of the dotted lines below translations (I am colour-blind with reds and greens so cannot see any difference in the colours!)

They are desktop notifications sent from Hornbill

@Steve GillerYeah, I am getting the same in Chrome too

Hi, Does anyone know which notification setting this falls under? The only desktop notifications I have on are Live Chat so are not sure why I am getting these? Is there any way to turn these off?

I believe the images we have tried have been resized in Hornbill when they have been added to a template, but then when viewing in outlook they appear at the actual size

Hi, When creating an email template, the template looks as intended in the Template Editor and in the Email Action on a Request, but when it is sent and viewed in outlook, some of the images do not appear the correct size. I'm certain this is more of an outlook formatting problem, but am curious if anyone has had similar issues and if they have come up with any solutions?

Hi, Can we please request to add the Logon ID field to the user profile in Service Manager - potentially in the Job Details Section? Could this also please be available in the Customer Section on Requests a field available to be shown?

+1

Can we add the ability to add screenshots / attachments to the support form on www.hornbill.com/support It's really frustrating having to raise a request and then go in to success to add attachments, seems like an extra step which shouldn't be necessary.

Hi, When sending an email from a Service Manager Request, can we change the email template dropdown so that it shows the email template name instead of the template ID? Currently the ID field is not editable so if we want to change this, we have to create a new email template instead of just being able to amend the Name and this show up on the selection list

Hi @TrevorHarris Yeah that seem exactly what I'm after! Regards, Will

Hi, It would be really useful if we could specify chat availability by hour. E.g. between 12-5 allow 3 chat sessions before the busy message is displayed, between 5-6 allow 6 sessions It would also help us to be able to set availability weeks, there are times when we may have different operating hours in a week, so would be helpful to be able to set a Temporary availability (or calendar) for that week.

+1