David Hall

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.

Hi @Adambingley Without knowing the full scenario I could suggest a couple of options to handle this... 1. Could you use the manual option of raising a Change from within the Service Request so that the primary details (Summary, Description etc) are copied over for you to prevent retyping. This will link itself to the service request when raised and enable you to track/update them together? 2. A more in depth automated option could be to include the automatic raising of a Change Request via BPM as part of your Service Request process. At a certain stage of the Service Request process or based on certain criteria or approvals you could choose to automatically create a change and populate it with the relevant data. Kind Regards, Dave

Hi @ALIPO Thanks for the post, you can use sub-statuses to implement this functionality on a request, you can find details of how it works here https://wiki.hornbill.com/index.php/Request_Sub-statuses Kind Regards, Dave.

Thanks for the heads up @davidrb84 Will do some tests around it to see if we can make some improvements in the future. Regards, Dave

Hi @davidrb84 Just to investigate further, was this a one off loading issue or does it permanently load like this every time? Kind Regards, Dave.

Hi @Martyn Houghton Sorry had to check and test this one out to confirm. In order to prevent getting stuck in loops we don't trigger a BPM update when a timeline entry is made in this case. The best course of action is as you have previously requested to add a suspend operation for sub-status change which we'll progress in your other thread. Kind Regards, Dave

Hi @AndyColeman If you can provide a couple of non-sensitive data screenshots just to show the SLT, Response date/Resolution Date as displayed in the request list and then one of the corresponding request details service level section so I can match up the figures and I can take a look. It may also be useful to know what text is displayed in the tooltip when you hover over the SLT indicators. Kind Regards, Dave.

Hi @Martyn Houghton In this case the operation will be waiting for an update to the request timeline, its not tracking changes to the request record values. Regards, Dave