David Hall

@Martyn Houghton Can I just check.. once you have populated the name/alt label are you clicking on the "Add Translation" button or just clicking on the save button? Using the "Add Translation" button is working for me and adds the translation record... but the UI is possibly causing confusion as it seems you can click the save button at the bottom of the form.. this saves the status but does not add the selected translation. Cheers, Dave

Hi @Martyn Houghton As per my comment on your other post...this and a number of other issues around statuses have been fixed and will be in this weeks Service Manager update. If there are any remaining issues after the next update then let me know. Kind Regards, Dave

Hi @Martyn Houghton This and a number of other issues around statuses have been fixed and will be in this weeks Service Manager update. If there are any remaining issues after the next update then let me know. Kind Regards, Dave

Hi @Osman Thanks for posting. You are quite right about the underlying db field... unfortunately there is currently an issue whereby the toggle for controlling this via the form is not being displayed. We already have a fix going through our QA process now and it will be corrected in the next update of Service Manager which is scheduled to be next week. Kind Regards, Dave.

Thanks for the valuable feedback @Joshua T M I'll feed it back to those working in this area.

Hi @Joshua T M Thanks for posting. This reference has appeared earlier than intended as a result of some ongoing development work where it should have been hidden behind a flag. We'll hide it in the next Service Manager update. Given that this reference could make its way back in the future, it would be good to understand from your perspective why you would want to hide these references or what problem making the reference visible poses.. we can then feed that back when developing changes in this area. Kind regards, Dave.

Hi @lee mcdermott There was an issue with last nights update which has now been corrected which could have been causing this as a knock on. Can you have a refresh and confirm if you are still experiencing this issue? Kind regards, Dave

Hi @Paul Lear You can enable the display of the expected resolution date (taken from the SLA resolution timer) by turning on the service manager application setting guest.com.hornbill.servicemanager.showResolveByDate within the admin view. Hope that helps, Kind Regards, Dave.

Hi @MichaelB The dates should be formatted according to the logged on users regional settings within the profile settings as per screenshot so perhaps worth checking that first. Hope that helps, Kind Regards, Dave

Hi @Tina.Lapere I've linked a previous post which may suggest a couple of reasons why some emails would not get applied to tickets... additionally I would check if the sender email address is associated to more than one user in your instance as this will result in failing to apply as the sender cannot be uniquely identified. If you don't have any joy with these suggestions please post back. Kind Regards, Dave

Hi Martyn, I've had a look and the documentation is correct in terms of hid being expected for both the Category and Category (From Variable) fields, there has never been provision for the textual code so both fields do essentially operate in the same manner from a data perspective. I can't say for sure but IMO the distinction of two variables was probably just created to provide a clear difference in the UI so that manual selection of Category would open the category selector popup while Category (From Variable) was available for automated population. Kind regards, Dave.

Hi @Mark (ESC) The value you mention is provided purely for the app to recalculate target times when requests come off hold, so this will contain appropriate values for this purpose but not necessarily for a reporting statistic. Kind regards, Dave.

Hi @QEHNick Thanks for the post... we've just come across this internally, we'll have a fix in place in the next update of service manager. Kind regards, Dave.

@Mark (ESC) @Martyn Houghton Apologies I was looking at the individual sub-status records rather than globally set. Let me take a look and see what is happening there. Regards, Dave.

Hi @Mark (ESC) When you create/edit the sub-status record, if the sub-status parent status is "On-Hold" then you should see the marked toggle to enable selection of a pause until date/time. Kind Regards, Dave

Hi @Ann-MarieHolloway Apologies for that, I've identified the issue and raised a problem record for this. Will have a fix put in place for the next Service Manger update. Kind Regards, Dave.

Thanks for the post @Ann-MarieHolloway we'll take a look and see what's going on. Kind Regards, Dave

Thanks @Paul Alexander Have increased this so that it matches other views, won't make in time for the next SM update but will be available in the following one. Kind Regards, Dave.

@HGrigsby@Frank Reay Thanks for the post, we're investigating the issue now and will look to role out a fix as soon as possible due to the confusion you highlighted that it can cause. From a functional point of view you are still able to remove and then add new scheduled dates, but obviously we'll look to correct the issue asap. Kind Regards, Dave.

Hi Martyn, The description is stored within records in the h_itsm_published_requests table (1 entry per language configured on the service related) The field is h_published_description and its a LONGTEXT field. Hope that helps.. Regards, Dave.

Hi @Adrian Simpkins Yes when a request is cancelled it should remove any escalations and notifications as part of the cancellation process. There haven't been any changes I can see in this area for more than 2 years now so nothing should have changed. If it becomes a persistent problem then the logs would need to be checked to see if there is something failing within the cancellation process. Kind Regards, Dave.

Hi @Smurfy You should be able to hold the SHIFT button and then click on multiple types to give you what you need. Kind regards, Dave.

Hi @Paul H If it has stopped working without any changes then I wonder if its due to the recent deprecation of the old service level functionality. The following post details this and the steps to migrate going forward. If you need any further assistance please feel to post back. Kind Regards, Dave.

Hi @Mike Hillman Just as a follow up to this.. it appears the issue you experienced is directly related to the copying of an older automation node. Following the deprecation of a number of entity flowcodes recently, the old node when copied can cause the panel not to load correctly. I believe the issue has been corrected but when copying these older nodes its possible it may stall where it tries to load content that is no longer valid. Reselecting the drop down options, creating the nodes from scratch or using a copy of a recently created node should continue to work correctly. Kind Regards, Dave

@Mike Hillman I've just double checked with our cloud team to make sure there are no performance issues with your instance and all looks good there. I've just tried editing some BPMs locally and as per @Paul Alexandercomment I can't see any issues around loading/editing/drag and drop. Ideally as you suggest it would be good to confirm if this is an issue for anyone else in your organization to confirm if its Edge/security settings related or something else. Regards, Dave.