David Hall

Hi @Ann-MarieJones The content of the notification emails are all stored in templates which you can edit as you require. If you take a look at the section titled "Email Notification Templates" on this page https://wiki.hornbill.com/index.php/Service_Manager_Notification_Settings you will see a list of the template names for the various types of notifications. From within the admin portal, if you navigate to Home > System > Email > Tempates you will see the templates listed and you can update the link and any content as needed. Hope that helps, Kind Regards, Dave.

Hi @chriscorcoran No there haven't been any recent changes. The tab will only show if you have more than one service level configured. Kind Regards, Dave.

@Martyn Houghton thanks for the update, glad that you have the options showing again. Looking at the code it will probably show the options in the order they are found in the list of connections, but I will have to confirm that. Cheers, Dave.

Hi @Martyn Houghton Just a quick update. I managed to replicate 2 cases where the connection list options may not be displayed at all and I have added fixes for these. A new update has just gone out but unfortunately these fixes could not be added in time so these will be in the following update. I've retested on the latest code and could not find any further issues after an initial caching issue. Perhaps you could confirm if the latest update of service manager happens to make any difference to this issue, if not then I'm happy to have a look on your instance either now or after the next update with the 2 fixes has been applied as you prefer. Kind Regards, Dave.

Hi @Blowerl Thanks for the post. Apologies for the inconvenience. We've addressed the issue and the fix is now in testing ahead of the next Service Manager update which will resolve this issue. Kind Regards, Dave.

Morning @Martyn Houghton Thanks for the offer but I've managed to replicate the issue locally so hopefully I can debug it from here. Strangely if I see it fail and not show any connection options, opening the browser console and then trying again and it appears to work, so just trying to identify what is causing the problem as the code appears to do what it should. Will keep you updated. Kind Regards, Dave

Hi @Martyn Houghton Thanks for the update, I'm continuing to try to replicate and diagnose, will feed back as soon I make any progress. Kind Regards, Dave

Hi @Martyn Houghton I've been trying this locally and it did appear that I was seeing some caching issue that I could not diagnose and then it went away. Just to investigate further, if you change the connection type on any of the connections, or if you add or remove a connection, does this have any impact on the options shown to you in the email action? Regards, Dave.

Hi @JO_7001, To remove the checkpoints altogether you will need to click the pencil icon and then delete the relevant stage checkpoints from the list as shown in the screenshot. Hope that helps, Kind Regards, Dave.

Hi @Joshua T M Thanks for the post, to invoke that API call you will need to supply getRequestHistoricUpdates for the queryName parameter and this should enable it to complete successfully. This should have been made clear in the parameter description so I'll see about getting that added in now for future reference. Kind Regards, Dave.

Hi @Ann-MarieJones Thanks for the post. It looks like you are not currently using the latest service manager update, as standard I would advise updating to the latest version and seeing whether that corrects your issue or not. There have been changes made to this suspendOwner operation in the latest update so if you could update and then let us know if you still receive errors we can investigate further from there. Kind Regards, Dave.

Hi @samwoo Yes that's correct, provided the request is logged from within the main app (i.e. not via email or the portals) and you are not a member of the team the request is being assigned to then you will be added as a member which will let them view a request as if they were part of the team. Regards, Dave.

Hi @Aaron Summers Just to follow up on this, we've identified the issue and we'll have a fix included for our next update. Regards, Dave.

Hi @Aaron Summers Thanks for the post, it does indeed look like something a bit odd is going on with the paging in this view, I'll get a problem raised and we'll investigate further. Kind Regards, Dave.

Hi Geoff, Yes as long as it is after your "Wait for Incident Priority" node then it should match the rules correctly. Regards, Dave

Hi Geoff, Sorry about the back and forth, can I confirm if in this case you are making selecting a priority mandatory as part of logging the request or are you manually setting the priority within the request details after it has been logged? From the screenshots you have provided the service level configuration looks correct, but it would appear that the "Start Resolution Timer" BPM node is being called before the priority is set on the request, if this is the case then I would check that I have a "Suspend -> Wait for Request Priority" node in my BPM process before the "Start Resolution Timer" node. This new node would ensure that the BPM waits until you have selected a priority, details can be found here https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow under the "Suspend" header where there is an entry for "Wait for Request Priority" Regards, Dave

Hi Geoff, Would you be able to show me one of the rules you have created that is failing just so I have an idea of what you have configured? Many thanks, Dave.

Hi Geoff, So just to confirm, before the above BPM node is hit, you have already set a priority e.g. by selection during your logging process or by using the "Suspend Wait for Priority" BPM node? Maybe worth just showing me the details from one of those rules that is not being met as well. Dave

Hi Geoff, So the only way you should end up with the "Initial Service Level" is if none of the previous rules are matched. So at the point of the BPM where you have used the "Start Resolve Timer" task, is the priority value you are checking correctly set to match one of the rules? Just as a confirmation, currently this check is only done when that node is called to start the timers, if you subsequently change the priority etc it will not currently alter the chosen SL, this is coming out in our next update. Regards, Dave.

HI Geoff Thanks for the post. I just wanted to check whether you had configured the rules that determine which SL should be picked up by the request? If not then there are details here https://wiki.hornbill.com/index.php/Service_Level_Rules_Builder on how to do this. If you have configured the rules but are still having problems then let me know. Kind Regards, Dave.

@dwalby, @Victor This is a different problem to the one mentioned in the last comment, the problem is currently still in our queue to be addressed, will update back here as soon as it has been addressed. Regards, Dave

Hi @RobW Thanks for the post. You have configured it as I would expect so nothing obviously wrong there. Just to try to dig a little deeper, in these examples, was the SL changed at any point on the request? Additionally did the request spend time on hold for a significant period? Kind Regards, Dave.

Hi @TSheward_SGW Apologies for the inconvenience, the issue should now be resolved. If you would like to try updating apps as you require and just let us know if you still encounter any issues. Kind Regards, Dave.

Hi @TSheward_SGW Thanks for the post. I've just tried this myself and seem to be getting a similar issue. This is currently being investigated and we will give you an update as soon as we have one. Kind Regards, Dave.

Hi @RobW Thanks for the post. From the screenshot I'm wondering if you are looking at a "Corporate" service level but opened from within a service? If you have opened up the form from within the service view then you can only edit "Service Specific" SLAs, if you wanted to update the "Corporate" (shared) SLA then you would need to do it from the main service portfolio view and click on the "Service Level Agreements" tab. Hope that solves your problem... if not then let me know. Kind Regards, Dave