JanS2000

Morning @Steve Giller, apologies for the delay, I've only just had chance to come back to this and download the definition file. Attached as requested. Thanks for your help, much appreciated assets-by-location.report.txt

Thanks @Steve Giller, I'll have a go at exporting the definition files and upload them as requested.

Excellent @ArmandoDM, thanks for letting me know.

Hi, I've created a new report, to report on assets at a particular location. I know in the data preview it usually shows the integer instead of the text for certain fields, but usually when I export to .xlsx or .csv, it shows the text as it should, but this report isn't showing the text, just the number. I don't know if this happens for all columns that use integers or if it's just those I've selected, Type and Operational state. Everything else looks okay. I've compared settings to another report which shows the Operational state and there's nothing standing out in the new one, to say why it's not showing the text. Any advice would be much appreciated as always. Thanks.

Good morning, I wondered if anyone could advise on this for me. When I'm in an asset and want to link requests to it, normally I can do a search and link those that haven't already been linked. I've noticed lately though, that none of the requests coming up are showing as linked already, when they are. This has resulted in me linking an asset to requests multiple times as I thought I hadn't added them. Is this normal or a fault? In the screenshot I've attached, the requests have been linked to the asset I'm in but they still have the option to link, but I'm sure it used to say Linked. I know I can see which calls have been linked by flicking the toggle on at the bottom but it's not possible to compare that list at the bottom with the list at the top as they're not in any kind of order.

That's great, thanks so much for your help @NeilWJ!

Hi @NeilWJ, I've checked the original template we used to upload our data and can't see the "availabilitystate" column at all. It's only recently appeared in our assets so wondering if it's a fairly new addition to the template.

Thanks @NeilWJ, I haven't used that tool before so not sure where to look for it. We just did a static upload of assets from a CSV file when we were configuring our instance, does that matter?

Morning, I noticed last week during an audit that a new field has appeared in our assets, Functional Availability. I don't think it's something I've added as I didn't think it was possible to add custom buttons in Assets. My query is, is it possible to change this status on multiple items in one go? They've all been set as available (working as expected), even items that have been disposed. The audit was on disposed assets and it looked like we hadn't updated the status of these assets fully, as they all were showing as available. I now have to manually go through and update every disposed and retired asset individually, unless there's a way to do them in one go.

Morning @James Ainsworth, thanks again for your help. I didn't set the original shared mailbox up so wasn't sure. So, as long as the username is this format, xxxxx@live.hornbill.com, does it matter what the prefix is if the domain is right, and it's a different name to the other mailbox?

I've logged in as admin and it's let me add the new shared mailbox, thanks @James Ainsworth. When I set the inbound mail service settings, do I use the same for the new mailbox as our original one (e.g. IP address and username)? The new shared mailbox will be used by a different team/services for their requests. I'm assuming only the email address in the address settings needs to be different.

Morning @James Ainsworth, thanks for replying. Those are the steps I took. It's when I click save that it gives the error. I'm sure I've got admin rights but I'll login as the main admin user and give it a try that way.

Ah right, yes you wouldn't get an email notification if you're the one who's added the update, makes sense. Thanks for confirming, I'm glad it's working for you

I think that's all I needed to do when I've thought about it. I amended the template email and initially added the content preview variable, but found users were confused by many of the updates so I turned that off and just put a link to the request so they could see it in the context of the timeline. I think I've got my email notifications mixed up as I also turned on update notifications to the team when a customer updates a request, and that was an application setting somewhere.

Found this which is what I followed: Actually I might have told you the wrong thing but I'm just checking as I was sure I enabled a different setting to get the emails to work. I'm still learning all this myself, apologies if I've given the wrong info

Actually I might have told you the wrong thing but I'm just checking as I was sure I enabled a different setting to get the emails to work. I'm still learning all this myself, apologies if I've given the wrong info

Morning @Nikolaj. Those settings are just for the analysts/agents, so they see what options are available to them. The email icon in the portfolio config settings just allows your agents to select this and send a manual email to the customer, from within the timeline of the request. If you want the customer to receive an email when the request is updated, you'd have to change a system setting. I'll have a look in my notes to find out which setting, as I did the same thing, whereby now if an agent updates the request timeline and has set the visibility to Customer in the update, then it triggers an email to the customer, letting them know it's been updated.

Morning, I'm trying to create a new shared mailbox (we have a spare licence for this), but I keep getting the error "The specified mailbox doesn't exist or you have not been granted access to it". I want to set this up the same way we have our service desk mailbox, which auto-forwards to live.hornbill and comes into the system mailbox. Do I need to do something different to set it up like this? I checked the guidance in the WIKI but can't see anything where I need to create it anywhere else first, this is where I thought they were created - platform config/shared mailboxes/create mailbox. I've created a security role already and given myself access, but am unable to add the mailbox at this point, as it hasn't been created yet. I'm obviously missing something, so would appreciate it if someone could point me in the right direction please, thank you! Also, apologies if this is posted to the wrong topic, I wasn't sure where this sat as none of the options seemed the right one.

+1

+1 for us too, this would be very useful.

+1 from me. I'm sometimes asked how many times a user has chased up a request or resolution if a user has escalated something to the department manager and although the team update calls most of the time, I'm not sure all these instances are captured in the timeline. If a user has the option of actually chasing up on their ticket via the portal, I'm sure that would prove quite useful.

+1 for custom fields for us as well. We need to add some assets that have info we need to capture, that don't fit into the headings currently available. This is for our facilities department though, I don't suppose there would be a specific template for facilities would there? I've looked and haven't found anything so was just going to use the General asset template.

Please could we be added to the list of interested parties please? We do get feedback but not reflective of the number of calls we deal with and I think being able to select the star rating, and leave additional feedback if required from within the email itself would be more appealing to people who don't want to go to the portal to leave feedback.

Thanks @Victor. I'm sure the emails I received were relating to solutions posted here on the community forum though, and not Service Manager etc. I've just looked for the last email I received but can't it now so must have deleted it. If I get any more I'll post an update.

I'm having the opposite problem in that I've stopped receiving notifications for calls I'm the owner of, but still get notifications for calls I'm following or are a member of. Mine just seems to have stopped this week, it was working okay really, apart from the email notifications which don't work and I've already got a support ticket logged for that.