David Hall

Hi @Jeremy We already have an update with the fix in beta testing which we are about to push live so it should be available for you this afternoon. Regards, Dave.

@Jeremy @Martyn Houghton Thanks for posting. We're aware and are looking into this and will look to alter it to open the email directly. Kind Regards, Dave.

Hi @Shamaila.Yousaf As per the screenshot, if you open the service details -> SLAs tab and find the service level that is used on your request you should be able to see which Working Time Calendar is used with it. You will then need to log into the admin portal and the "Working Time Calendar" view where you should be able to find the calendar and the hours it is set to run in. Just a note of caution this *could* be shared by many services etc so be sure to check before changing it, else you may need to create a new 8:30 - 5 calendar and use that against your service level. Kind Regards, Dave

@stuartmclennan If this is exporting from the requests list, then I can confirm that there was an issue recently where some fields were not being correctly exported, these included description and resolution text. The issue is fixed in the next update (build > 1739) which is due out imminently, so after taking that update you should have the fields available again. Regards, Dave

Hi @aykut.boyraz Yes, in the service level configuration you can add escalation actions to run a set number of minutes/hours/days before a target time. In these escalation actions you can choose to send an email to the owner or to a specific email address which should cater for what you need. Further details can be found here https://wiki.hornbill.com/index.php/Service_Level_Agreements and https://wiki.hornbill.com/index.php/Service_Levels Kind Regards, Dave

Hi @nasimg Thanks for the post, just tried this out and yes there is an issue with the rights checking just on the reopen action on Known Errors. I'll raise a problem so that we can get this addressed. Kind Regards, Dave.

Hi @Lauren There was an update to Hornbill collaboration last night as detailed here with an improved activity stream.. There should also be additional detail in your Hornbill System notifications. Kind Regards, Dave.

Hi @Adrian Simpkins Yes you can use custom fields from your request in the request list view, if you visit https://wiki.hornbill.com/index.php/Request_List_Views and look under the "Columns" you'll see it documented and within the request list view configuration you should have the button to add custom fields. Kind regards, Dave.

Hi @Martyn Houghton Thanks for the post. I'll get a problem raised to look at this. Kind Regards Dave

@Alberto M Just letting you know that a new service manager update has been made available just now which will correct the issues with exporting the fix and response fields. Kind Regards, Dave.

@Michael Sharp A new service manager update has been made available just now, if you still experience issues after updating then post back and we can investigate further. Kind Regards, Dave.

What's Fixed: PM00158195 - When integrating with Requests::logRequest API, an error is returned when the "categoryId" value is invalid. PM00158182 - When a Request is raised and assigned to a team, team members are not notified. PM00158245 - Service Level Indicators on the request list may display incorrectly PM00158224/PM00158155 - Exporting a Request List view from Service Manager does not populate values for all columns

@Giuseppe Iannacone If you want to prevent updates via the request actions then the lock action is the only way to do that, there is no system setting for that. Regards, Dave

@Michael Sharp Apologies, we're working as quick as can to correct this. We have an updated build of service manager in testing now and unless there are any unforeseen issues we should have that available for you tomorrow. Will update you as soon as we have the update available. Regards, Dave.

Hi @Alberto M Just to follow up on this, we've identified the issue and we are now working on releasing an update of service manager to fix the issue. Kind Regards, Dave.

@Michael Sharp Spoke to soon on my previous post, we have come across an issue which may be determining the indicator incorrectly. We'll be getting a fix for this and the other issue mentioned available as a service manager update as soon as possible. Kind Regards, Dave.

Hi @Giuseppe Iannacone Yes you will want to use the BPM lock action to prevent use of the update and email tabs on the request view. If you want to prevent updates from inbound autoresponder emails you can choose to enable these application settings for Incidents and Service Requests app.email.routing.rules.allowClosedCallUpdates.IN app.email.routing.rules.allowClosedCallUpdates.SR Regards, Dave.

Hi @Michael Sharp I haven't seen an issue myself, does the issue still persist and did this only start after the weekend? Just wondering if the clock change could have caused the visual indicator to be incorrectly determined for an hour. @Alberto M The issue you mentioned above is not related in this case and we'll have that one addressed shortly. Regards, Dave

Hi @Alberto M Thanks for the post. I'm seeing the same thing locally when I tried. I'll raise a problem record for the development team and we'll investigate further. Kind Regards, Dave.

Hi @Adambingley Apologies, I should have pointed you more clearly in the direction of the linked requests tab. If you raise the change from here it should pass through the summary and description for you. Kind Regards, Dave

Hi @Dan Munns This has been discussed in the post below and we'll be looking to change the text opacity to alleviate the issue shortly. Kind Regards, Dave.

Hi All, As a quick update, this change is being moved onto our 90 day board so will be addressed in the near future. Kind Regards, Dave

Hi @chriscorcoran There hasn't been any recent change to this, however similar requests have been raised around the text opacity when calls are on hold. As discussed in the post below, we have raised a Change to look at altering this for less faintness. Kind Regards, Dave

Hi @Paul Alexander There is no current ETA on this I can give but we do have a change raised for this we'll be looking at this in the near future. Regards, Dave.

Hi @AgentVinh Are these the settings that you are looking for? Regards, Dave.