Jim

Hi Steve, Thank you for the response, In my scenario If I send an email in the 'To' section to 5 different people and then 'cc' in another 2 people it will only show the 2 that were cc'd in, So when we send emails to a user and there manager you can't see this in the updates that the manager was included in the Timeline updates

Any chance of a response on this please?

I agree this would be quite useful, similar to the email templates 'find in process' function

Hi, When an email is added to a request due the routing rules, it only shows the 'cc' information and does not display who that email was actually sent to. Is this something I need to configure and if so, how?

I also have remove completely set to true on mine

@lee mcdermott what's the error you get? the only thing I can think is if it's not getting the card ID in the same stage it will fail

@lee mcdermott you first need to get the card ID using the following settings below and then set that as the 'card ID' opposed to auto

@lee mcdermottit may be one of your escalation events in the service level timers, not sure about the error itself but the escalation events may be a good place to start

At the moment when suspending and waiting I have to choose a specific action to watch, in my scenario I am waiting for an update and if it meets certain criteria it will go into a Major incident process, If a request is resolved it will still sit waiting for the update, I have set an expiry time to handle this however it is not the est solution as a resolution notification won't be triggered until the time expires.

Hi @Berto2002 I personally would recommend using an escalation event within the high priority service levels and making sure either some or all users have the 'Advanced Request Task Completer' service desk right as below I can send a notification to the owners manger and set a time it will trigger this so if there is 1 hour left to meet the resolution target time or resolution etc In terms of a report maybe you could filter based on priority and is not resolved and then check the timestamp of the last update by joining the requests table to the h_buz_activities table to get a time stamp and then set a time range of what is considered an inactive request?

I have since turned this off which allowed custom fields to right the new value however the summary and description remain the existing data from the initial request

Hi Steve, This setting is already turned on currently

Hi, I am having an issue where raising a new linked request is copying the custom fields from the initial request and ignoring all of the new information filled in through the intelligent captures You can see in the questions section I entered different information on this request but the custom fields in the details section show the information provided in the initial request