will.good

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

Hi, Not sure if this is just the case with our instance, but is there any chance there could be some speed enhancements when loading up a users page on Admin > User? Currently takes about 25 seconds for a user profile to load for us

+1

Hi, Have been redirected here from Support, apparently this is working as designed. If I select the option Show Service Request Items, I get no options show up, and It says no services available. Why is this not showing the Services with the drop down catalog items? With the setting turned off And turned on

@Steve Giller As this will not work for us, can this please be raised as an enhancement to be able to select multiple options. Dynamic Drop Down Select Box to be able to handle multiple selections.

Hi, We have just realised that the Response Time (queue time) for a chat session is included in the close time. Would it not make more sense for the close timer to begin once the session has been accepted by an agent? That way you have two actual separate measures, up until now, we believed that the response timer was not included in the close timer

Hi, When we went live with our instance we were only using Service Requests, we have recently started using Problems. We were provided with a load of out of the box reports for SRs and I just wondered if there were any available for reporting on Problems? Specifically we are after a report that would give us a list of connections that have been added for a problem