[End of Service Announcement: Service Portal]

Hi @Gerry, thanks for your answer and sorry if it sounded that is coming last minute from your side. I know it is not and also understand there needs to be a end to it.

If we would postpone this to Feb 28, 2023 it would be perfect. We can do prepare the Employee portal in January and February we would use to change documentation, communicate with customers and finally roll out. 

End of January 2023 is tight but certainly a lot better than end of this year.

Best Regards,

Cecilia

[End of Service Announcement: Service Portal]

Hi @Gerry. Do you have any update regarding this topic? The date is approaching and we are no way to prepared to do this change. End of year is a terrible timing, with end of fiscal year and many people on holidays.

Can we see this been postponed for a later date next year?

Thank you,

Cecilia Blumenstock

[Save us all hours of work: Enhance BP node Groups and print to produce automatic process documentation]

Looking for exactly this feature!

[Hornbill Dataset]

Hi @Steve Giller, thanks for the answer! What about the first question: Is it possible to add a field to the dataset which identifies the date/time a ticket was assigned to an analyst? 

How can this be done? Or add this request to the list of product enhancements? 

[Hornbill Dataset]

I am working on a project which is utilizing the Hornbill Dataset and have a few questions I’m hoping you folks can help me with.

1. Is it possible to add a field to the dataset which identifies the date/time a ticket was assigned to an analyst ?  
2. Can you explain how the following fields are calculated? If possible I would like to have the formula or logic behind.
   1. Request Resolve Seconds
   2. Request Resolve Time
   3. Request Resolution Timer ID
   4. Within Resolved Time
   5. Request Response Seconds
   6. Request Response Time
   7. Request Response Timer ID
   8. Within Response Time

Thank you,

Cecilia

 

 

[Help on understanding response time and fix time]

Hi @Victor, was this change already implemented? I am trying to build some SLAs related reports but see some inconsistent data in those fields. 

Thanks,

Cecilia

[Timeline not showing for some users]

Hi @Steve Giller, some users have reported the same issue but using Edge. Do you know if there is a workaround/solution? Should I open a ticket?

Thanks,

Cecilia 

[How to keep user history (requests, activities and so on) when email changes?]

@James Ainsworth, thanks for the answer!

[How to keep user history (requests, activities and so on) when email changes?]

Hi! We are using our email address as "User ID" and therefore when the email for any reason changes, we need to create a new user and we lose all history. Is there any way to "merge" both users? Or can anyone say what is the best practice regarding User IDs.

Thank you!

[Issues in the US]

@Keith Stevenson,  This is affecting ALL users in Portugal and not only admin users. A ticket is already opened (IN00170759).

[Issues in the US]

Hi @Keith Stevenson, FYA  - I have exactly the same issue with our users in Portugal. 

[Email Routing Rules - Automatic Reply when "updateRequest" fails]

@Victor can you add this as product enhancement request? Thank you!

[Email Routing Rules - Automatic Reply when "updateRequest" fails]

Is there a way to set up an automatic email reply when a incoming email fails to update the request? Currently, the routing rule sends these "failed" emails to a specific folder but it would be good to inform the customer that the request was not updated.