billster

LOL thanks, I was testing me as the customer

hi mate and yes

I'm trying to set up an email to customers when there is a timeline update for them but it does not work. https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/update-action#customer-email-notifications All the settings on our instance look ok and I have enabled the Notify Customer action but it does not send an email. If I go into sent items of the mailbox it is not there and neither it is in drafts and it is also not in direct outbound messages in settings app. I know I have permission and access required for the mailbox as I can send an email from the email action on the request page and I can go into the mailbox and write an email, delete, etc.

Then there should be a message or alert when cancelling a request that it can never be reopened. Because in our old software SupportWorks you could reopen a cancelled request.

ok, so then it has to be relogged and all timeline information is lost unless you link it to the new reopened request because you can't copy the timeline updates across. Has there been no interest in other customers about reopening cancelled requests?

I have made a role with the Service Manager application right to reopen incidents and service requests. But I want to reopen cancelled requests. On the request page I do not see any option to reopen the request and if I make an autotask to set the status as open it does nothing.

Thanks guys for the help, I was more worried about losing any historic data. I don't have any workflows that automatically set the categories.

hi What would happen if you were to delete a request and closure category? What would happen to requests already resolved and closed with those categories and what would happen to requests which are open with those categories? Thanks

Is it possible to attach a file into the resolution so it sends the file with the resolution email? Only way around I can think of is to send an email with the attachment and then resolve it and say to check for previous email.

Is there a way to copy a requests attachments to a new request when using "Log request" type BPM. I have an autotask to convert incidents to service requests and vice versa but they don't copy attachments.

hi Armando, is there a field in the email template to put the assignment comment in the body of the email?

Is it possible to back-date an incident when logging the request type? It was possible to do this on SupportWorks - the software we just came away from. The reason being... We have an out-of-hours phone line and we would need to log the incidents on Hornbill from when the customer called. And sometimes, we or the customer might forget to raise an incident request at the time so we would have to have the date logged as when the customer called. If it isn't possible, what are the chances of it being added as an enhancement? Thanks

Afternoon, I read your comment about the user needing access to the mailbox the email is sent from and the colleagues did not have send permission on that mailbox. I have amended the permission and now receiving the assignment emails as expected. Thank you!

I confirmed this morning that no analyst assignment emails are being sent out. I check in direct outbound messages within platform configuration and there are none. I checked that the template exists and it does, so I am unsure why it isn't working. Thanks