David Hall

Hi All, The latest build of Hornbill Service Manager (1489) has been released to live. Change Log for this release are as follows: Fix When associating assets to a request using advanced search, dynamic drop down items do not load {PM00155820} Max open time is incorrectly calculated due to an issue with timezone

Hi @Lauren Great stuff, glad you have the info you need. There are no current plans to include the actual fix/response duration within the request details. Currently we are showing the target time (for running targets) or the datetime completed (on completed targets) to assist the analyst. I don't think to this point we've seen a benefit to the analyst of having the completed target durations shown on the request details, we've seen that information as more of a management/reporting interest. If you have a good use case of how you would use it then please post back and it can be considered for a future change. Kind Regards, Dave.

Thanks @Martyn Houghton I'll see about getting that corrected. Regards, Dave.

@Ann-MarieJones @Logan Graham These errors are likely to be only on these specific requests which were caused before the fix was applied. Someone from our support team should be in contact shortly to see about correcting these specific requests. Kind Regards, Dave.

Hello Everyone The latest build of Hornbill Service Manager (1459) has been released to live. Change Log for this release are as follows: New New operation called 'Requests > Entity > Integration > Log New Service Request' to provide integration with other Hornbill applications to raise a Service Request Fix Alteration of Request timers can fail when one of the timers has already been completed {PM00155202} Taking a Request off hold may error when no service level agreement is in use {PM00155291} Exporting a View excludes values in custom columns 21 - 30 {PM00155226}

Hi @Ann-MarieJones @Logan Graham The fix for the issue is already available in the latest Service Manager so that should prevent the issue on any new requests, if you continue to have problems with any existing specific requests then please let us know. Kind Regards, Dave

@AndyColeman Apologies for the error you are seeing, a fix has been created and we'll be pushing out a new update of service manager very shortly to correct this (service manager build > 1453). Kind Regards, Dave.

Thanks for the post @Jeremy we'll raise a problem to handle this. Kind Regards, Dave.

Hi @Claire Holtham, Also thanks @Lauren for your update. The fix was available in the 1452 build, apologies it appears to have been missed off from the release notes as I added them manually this time due to some issues with our automated posting, I'll correct that. To the best of my knowledge the originally reported issue has been fixed and should not present a problem. Kind Regards, Dave.

Hi @Lauren Thanks for the update, I believe our support team are assisting you with correcting these existing requests now. @samwoo If you have specific requests to correct then @Victor has kindly said he'll assist further. Regards, Dave.

Hi @Dan Munns Thanks for the post. I've just been investigating and it looks like there may have been a rights issue in the build of the Service Manager app that you are running which has been corrected in the build made available today (1452). Once the latest update is applied this should fix your issue, if it persists then please post back. Kind Regards, Dave

Hello Everyone The latest build of Hornbill Service Manager (1452) has been released to live. Change Log for this release are as follows: New Progressive Capture designers can now branch workflows and use different forms based on the source of the request being an email in the same way that it is already possible by portal or agent Advanced searching has been added to the link assets action on requests You are now able to remove an entry from the Questions section of a Request if you're assigned the "Service Manager Delete Questions" role Fix The email composer shows an empty file attachment size when there are no attachments {PM00154952} Service Manager setting to set default Request Timeline order is not applied {PM00154974} Changing of Service Levels or taking a request off hold could fail when no working time has elapsed on the service level timer to that point

Hello Everyone The latest build of Hornbill Service Manager (1451) has been released to live. Change Log for this release are as follows: Fix Restrictions have been applied to the Actions Tabs when viewing a Request in the Employee Portal

Hi @Martyn Houghton Apologies, we have had a recent change to the forum and the automated posts have not appeared. I'll get them added manually. Regards, Dave.

Apologies again for the problems @Lauren, As per my previous post, we've made some changes which we believe will correct the issue and failing that will provide us with some additional logging information to work with. The changes and additional logging are in place for the the next full update which excluding any unforeseen issues should be available for you to install on Monday. Once you have the update in place we can look to see if the issue still persists and if so we will review it with the additional logging as a priority. If you have any questions please let me know. Regards, Dave.