Ruben

Hi, We want to start reporting not only amount of cases we get, but also how long it takes from the case opens to the case is resolved. We prefer to get an average call time if possible. How would we go about and get this?

When reading emails from clicking on the source in the details: The email is then completely unreadable in dark mode: When reading it in the inbox, it is fully readable: I look at the source quite a bit to get a better overview if an email thread is sent in to us, so this is quite annoying. Note that in the old UI, this is not a problem:

That's what I was looking for, thanks!

I have found variables for who has last updated the call {{.H_lastmodifiedusername}} and the ID of the last update {{.H_last_update_activity_id}} but no variable for what the contents of the update is. Have I just been unable to find it or does it not exist? If so, is it possible to get that?

There is an issue with the mailbox where the list of emails disappear sometimes. From testing it seems to be whenever an email has bounced. New view: Old view includes the mail list: For comparison, when I don't have an email that has bounced: New view: Old view:

If you click the search icon, you will get the search bar.

The new UI looks really great in dark mode. There are only a few things I've noticed so far. The contrast between text and background makes it quite hard to read when the tickets are unread. Emails sent to Hornbill are also completely unreadable.

When on dark mode and editing roles on a user, the available roles don't show properly, instead showing the screen as if it was in light mode, but the text is also light, making it impossible to read without changing to light mode or pressing Ctrl+A.

We just took a quick look at the folder we have for the sync, so 18 months old sounds wrong. We recently updated the tool, so it should be on the latest one.

The import tool version is on 3.12.0

What is that log file called?

The Debug tab says it's using version 4.

We're importing users from our Active Directory into Hornbill using LDAP. In this import, we're setting the company based on the company in AD, so they get the permissions they need. Recently, we've started using Home Organizations to change the design of the company home as we have a company which requires a different layout to what the others have. This means that we also need to set the home organization on those users. Is there a way to set this parameter using the LDAP sync? I have checked off for "Set As Home Organization" in the User Options, but it doesn't seem to do anything when I've tested. This is how our config looks like currently: The users get the organization set, but the home organization on the users don't get set.

Thanks for the insight, @Steven Boardman I can also see that we can add more profiles Is there a way to connect new profiles to the categories we get on closure, or is your method the only way to do it?

We are setting up a new team in Service Manager and we want to set up a separate closure profile for them as the one we currently have is irrelevant for them. I am able to create new profiles, but how do I link them to closure?