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David Hall

Hornbill Developer
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David Hall last won the day on January 11

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    Canterbury, Kent

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  1. Hi Lewis, Just had a look into this, the SLA action posts the entry to the timeline for auditing purposes however it is posted with 'Team' visibility so should only be visible to team members supporting the request, not to the customer on the call itself.. does that tie up with what you are seeing? Regards, Dave.
  2. Hi @sprasad We've identified the issue and we'll have this corrected in the next update of Service Manager. Kind regards, Dave
  3. Thanks for the posts... just wanted to confirm that the update to the request details pane colour and the snippets list text colour will both be fixed in the next SM update. The row colours on the request list is slightly more complicated as you suggest because they are currently system wide settings. We've raised a change request to provide a selection form so they you can override the row colours on a personal basis, we'll look to promote that change and have someone look at that as a priority. Will update you as soon as we have it ready to go into an update. Kind regards, Dave.
  4. Hi @Smurfy Have just reviewed this and the issue is that we had a fixed colour background here when it should pick it up from the theme as per the rest of the view. I've removed this now from the sidebar, it may not make the next update of service manager which is already in beta testing but will be available in the update following that. Kind regards, Dave.
  5. Hi @Estie Altering the configuration of the SLA won't apply any immediate changes to the existing requests... requests raised after the configuration change will pick up the new targets. Kind regards, Dave.
  6. Hi @EWA Not 100% sure if this is the issue, but I see in the screenshot you have the 'Contact (From Variable)' option set to 'Manual' but with no value set... it may be trying to find a contact with an empty id. Try setting that option to 'Ignore' and then try it again to see if that then adds you as a connection as defined in the 'Co-worker' option. Kind regards, Dave.
  7. Hi @Nikolaj Apologies, I've got the bottom of the issue, we'll get a a fix implemented and we'll have that out to you in the next Service Manager update scheduled next week. Kind Regards, Dave
  8. Hi @Nikolaj I think I've managed to replicate the issue, we'll do some further investigation to find out exactly what has caused the problem and will let you know when I know more. Kind Regards, Dave.
  9. Hi @Nikolaj As @Steve Giller mentioned we've tried to replicate but so far have not been able to. Can I check 2 things... 1. If you switch out of preview UI and try in the older view... does it work there or does it also fail there? 2. Can we just confirm exactly which customer selection form you are using in the intelligent capture that is not being populated Kind Regards, Dave
  10. Hi @Caroline Thanks for posting up, we'll take a look at why this is not incorporating edits made to the email and get that corrected as soon as possible. There are no current plans to record the received date when applying the email, but its something we can review for consideration at a later date. Kind regards, Dave
  11. Hi @Jim Thanks for posting, we'll have a fix included in the next Service Manager update to correct this functionality. Kind Regards, Dave.
  12. Dear all, We've included the mailbox selection in the create service form and this will be available in the next Service Manager update. The field will be an optional field at this point as a shared mailbox will not always be required against a service. Regards, Dave.
  13. Hi @Martyn Houghton Thanks for posting, will raise this as a defect for the dev team to address. Cheers, Dave.
  14. Hi @Mike Hillman @Jim Thanks for posting, we are currently investigating high numbers of results in charts and will provide an update as soon possible. Kind regards, Dave
  15. Hi @Adrian Simpkins Thanks for posting.. we were already aware of this issue which as you say is purely a display issue with a duplicate UI section. We have a fix in place which will be applied with the next update of Service Manager. Kind regards, Dave.
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