[Customer search not working when changing customer]

Hi @carlt

I've tested this and it looks to be working as expected.  Just to confirm, the list will only return results when you have entered 2 or more characters of the name into the search field and it will only return customers that are subscribed to the service that you have associated to the request, so I'm not sure if either of those explain the lack of results for you?

Cheers,

Dave.

[URGENT - Internet Explorer 11 - Server Connection Error]

@Chris Bardell

Thanks for the post.  I've checked locally and I'm able to use IE on my instance without issue.  If its working in other browsers I'd suspect its probably something within your IE security settings/zones that may be blocking access to the Hornbill instance so I'd probably suggest looking there and try different levels to try to determine the problem.

Kind Regards,

Dave.

[Viewing direct requests doesn't filter correctly.]

Hi @LifeOfJonny

Thanks for the post.  Following feedback from another customer we've already made some changes here so that results in this view will all be restricted to the current service, this will go out in the next update of Service Manager (Build > 2005) which should solve this issue for you.

Kind Regards

Dave.

[Service Manager slow spinning wheel when sending email or pressing reset]

@AKetteringham

Hi Angela thanks for posting.  I checked with our cloud team and there is nothing out of the ordinary we can see.  Is this issue affecting all users and all aspects of the application?

Kind regards,

Dave.

 

[Resolution Missed not updating]

Hi @DanHornbill

Thanks for the post.  Unfortunately its not possible to reset/recalculate the response/resolution flags, when they are marked as met or missed then that value will remain regardless of further changes.

Kind Regards,

Dave.

[Changing SLA Target Resolution Hours]

Hi @ScottG

From the screenshot it looks like you are trying to update a corporate/shared SLA target from within the service details view?  If this is a corporate/shared SLA then you cannot edit it from within a service, you will need to do this from the main service portfolio view,  select the "Service Level Agreement" tab and then find the relevant SLA to open.  From there you should be able to edit the details and these will be applicable to all services that share this SLA.

A brief explanation of corporate vs service specific SLAs can be found here if it helps https://wiki.hornbill.com/index.php/Service_Level_Agreements

Kind Regards,

Dave

[Auto Escalation question]

Hi @Adrian Simpkins

Sounds like it should be moving as you would expect, but without seeing the configuration etc it's sometimes hard to confirm whether the timer has not reached a firing time due to a mis-configuration of the escalation time or if there has been an error when it has fired. 

Perhaps as a test you could try adding a notification/email notification to yourself for each one to see whether you get an email even if the priority doesn't change, that would help to confirm if the event fired or not.  If it does fire the event and send the email then there could be an issue specifically with the escalation of priority etc which could be investigated via the log files.

Kind Regards,

Dave

[Auto Escalation questions]

Hi @Adrian Simpkins

I think you pretty much had the correct answer for all three points:

1. The new configuration would apply to new requests as you create them it won't be retrospectively applied

2. If you have it configured to send to owner but no owner is set then it will simply not send an email.. as you mentioned you can configure multiple notifications to contact relevant members as needed

3. The manager is indeed determined from the manager on the user profile, if one is not set then again it simply won't send the email.

Hope that helps.

Kind Regards,

Dave

[Manually Open Closed Ticket]

@Chibamba

Great, yes after you have the role and have logged back in, if you view the request there should be a resolve/close tab now shown in the set of action tabs at the top of the request, select that tab and there should be a button option to reopen.

Kind Regards,

Dave

[Manually Open Closed Ticket]

Hi @Chibamba

Welcome and thanks for the post.  If you want to manually reopen a closed request you will need to make sure you have the "Full Access" role for the type of request you are trying to open... 
e.g. to reopen an Incident you will need the role "Incident Management Full Access" or Problem would be "Problem Management Full Access" role.

Details of all of the available roles can be found here https://wiki.hornbill.com/index.php/Service_Manager_Roles

Hope that helps,

Kind Regards,

Dave

[How to take off a Category and add sub-Category on Hornbill?]

Hi @Sandip Bhogal

Details of administering categories can be found here 

https://wiki.hornbill.com/index.php/Request_and_Closure_Categories

Kind Regards,

Dave

[Ticket "Last Updated" Issue - Updating without any updates put on]

I've been informed that the update has now been applied, so the issue should now be resolved.

Kind Regards,

Dave.

[Ticket "Last Updated" Issue - Updating without any updates put on]

@Jack_Podmore @sprasad @Jeremy @AndyHill @Alberto M

Happy to report that we have a fix for this issue and this will be automatically rolled out to you today, so the issue should be resolved shortly.

Kind Regards,

Dave.

[Ticket "Last Updated" Issue - Updating without any updates put on]

@Jack_Podmore @sprasad @Jeremy

Just a quick update, we've identified the underlying issue and a fix is being worked on as we speak, will update you as soon as we have something to make available to you. 

As originally suggested and now confirmed, the issue will only occur when opening requests that you own, all others will remain unaffected.

Kind Regards,

Dave

[Ticket "Last Updated" Issue - Updating without any updates put on]

@Jack_Podmore

Apologies and thanks for the post.  Will investigate the issue now.

Kind Regards,

Dave.

[Differing settings within Requests]

Hi @Jeremy

The top screenshot is the view shown when the service details are not being returned (hence no icons/link/sub-statuses etc).  The reason for this will normally be one of...

• Service has been deleted
• User logged in does not have the relevant access/visibility to that service

Given that you're loading it correctly for existing users I'd guess its the service access for the new user.  I'd check first that the new user is within one of the supporting teams on the service, or are appropriately subscribed to the service etc.

Kind Regards,

Dave

[Reply to @System AutoResponder on Timeline]

Hi @Daniel

When the customer replies to the email from the helpdesk, the email is being processed by your Email Routing Rules and if it matches a request reference etc it will be posted as an entry in the timeline by the system hence (System autoresponder) which is a system account/internal analyst. 

To communicate further with your customer via email you would continue to reply using the mailbox view or the email tab on the request or simply posting the update with "Customer" visibility will make the comment available for your customer to see on the relevant external portal, the reply mention is not relevant in this case.

Replies are for use when collaborating internally e.g. with other members of your team.

Hope that helps,

Kind Regards,

Dave.

[Unable to access requests within Service Manager]

Hi @Andrew Tasker

Please follow the details at the top of this post to perform an application refresh within the admin tool to correct the above issue.

Kind Regards,

Dave

 

[Unable to access HB service due to an issue with application subscription [RESOLVED]]

@Ann-MarieHolloway The fix for the specific error mentioned by Daniel in the post is for those who have already just updated to the latest update of Service Manager and have not performed an application reload manually, the subscription issue is an entirely separate issue that is being investigated right now.

Kind Regards,

Dave

[Unable to access HB service due to an issue with application subscription [RESOLVED]]

@Daniel

For that specific error, could you try refreshing the app as described here at the top of this release note post and that should correct that issue.

Kind Regards,

Dave.

 

[Error message when selecting a request or incident]

@AKetteringham

Great to hear, sorry about that, a manual refresh is not normally required for updates we just have a specific scenario where its required at this time.

Kind Regards,

Dave.

[Error message when selecting a request or incident]

Hi @AKetteringham

I can see you have updated to the latest service manager build.. before investigating further can I just confirm if you have followed the step to manually reload the app as described in this post?

Kind regards,

Dave.

 

 

[Attachments don’t strip from emails on Change Requests - This does work for SR and IN’s]

Hi @Jamie Talbot

Thanks for the post.  The original intention for autoresponder email updates was to provide an option for "Customers" to respond/provide updates to their requests (Incidents/Service Requests) and therefore currently the attachment/email functionality and related settings are only applicable to Incidents and Service Requests, only a basic update will be applied to other request types.

If you have specific needs around this please feel free to post back and they could be considered for future enhancements.

Kind Regards,

Dave.

[Date Format in Reports]

Hi @Adnan Zamurred

Thanks for the post.  I'm guessing you are talking about the request list export of requests? (If not then please let me know) 

If it is the request list export then the exported dates should use your date/time format settings from your profile settings during export, so it may be a case of altering those settings to a format that you want to use for your export.

Kind Regards,

Dave.

[Info on a recent fix to Service Manager]

Hi @Steven Cotterell It should apply retrospectively as this is just a front end correction to the indicator, nothing changed in terms of the underlying data.