EWA

I don't get the same reply as you { "@status": true, "params": { "option": [ { "key": "webapp.view.email.userPreferredTemplate", "type": "string", "overridden": false, "choices": [ ] It doesn't

Keith... I can check the No template then confirm... and the correct template is applied.. Yet, when I create a new email the previous template is checked as default.. so basically I need to do the same step every single time I want to send an email.

Keith, you need to give me more details.. I'm not sure how I can highlight the template? I want to have the No Template option to be the default option

Is there a way to change the default template to No Template permanently , It seems that I can make the changes but this will only apply to the specific email and the change is not retain.

As far as i'm aware the headers were always added as an attachments onto a request but some of my users are adamant this isn't the case and recently there are many more attachments being added to requests. Does anyone else have the same experience?

thank you

Where I can find API Key Rules for raising a request?

The only settings I'm aware of which will purge any emails are emails.purgeDeletedItemsAfter and emails.purgeSentItemsAfter under Platform> Advanced, so check those. Maybe there is a rule which move emails to a different location? are the attachment are not visible on the request it relates to?

Is there any update on this? if not, is there a work around?

@Keith Stevenson I was told by a user that this was possible, they could edit any email within the email chain until the last release. Has the behaviour been intentionally changed following the latest release?

thank you

One of our departments when replying or forwarding an an email they need to be able to edit the original email content. Is this possible? As there those email going to an external contractor we do not want the whole email to be send but just a part of it but there doesn't seem to be an option to edit the original emails.

within Hornbill mailbox the emails received time shows how long ago an email was received rather than the time itself - the way outlook dose.. can this be changed?

Thank you for the comprehensive answer. The manual assignment is the main concern as we have many new users.

Hello, It doesn't seem that changing an analyst status to OnHoliday prevents assigning calls to that analyst. Is there a way to stop call being assigned to the analyst?

We've changed a domain to use with our emails. The domain is already in use for some of the maliboxes but not all. So if I want to change it for all mailboxes so when the users receive an email from eSM it comes from this domain, is it just simple as adding the domain to a mailbox and set it to be a default email address..

Thank you. Definitely having an option to switch authoriser would be useful.

thank you so much. I do like the idea of email chase. How to manage cases where an approver is not available?

I m trying to build a workflow where there might be a need for at least 10 authorisations, depending on cost centres selected, a workflow with some many parallel authorisations is so convoluted and additionally they want to escalation after 3 days to another approver, so I'm wondering, if anyone found a smart way to obtain authorisation from multiple authorisers

As we redesigning our Service Desk team - we want to give them new names and the challenge we are facing is to how to determine which workflow could be affected by the change. I understand that Auto-Assignment users Team ID but any decision nodes are most likely based on a team name. Has anyone go through similar exercise?

thank you..

Hello , I'm creating a form which asks the requestor to select roles he wants to be granted. The list is extremely long I suspect that the users will get bored scrolling it down to select all the required roles. Is there a way to somehow filter the roles , display in multiple columns. Any suggestions would be much appreciated.

I've been retiring some services and would like to de-activate/retired IC and workflow related to the service. .. but I don't seem to find a way to do it and could find anything within documentation or WIKI

Is there a way to find out which intelligent captures a simple list is used?

On occasions users can view an icon of a service that they not subscribed to and when they click on it they getting an error message - Unable to load the service. Is there a way to change the message or make sure users can't view a catalogue item they not surprised to?