Martyn Houghton

@Daniel Dekel Thats fine, as everyone will have a different view on these sort of aesthetic look and feel issues. A further ting we have noticed, is that when you are in the inbox and it is refreshing as well as the rotating hornbill symbol to indicate it is doing this all the current emails in the list and the preview are cleared then redisplayed with the updated emails. It does retain the one you have selected in both the list and the preview, but causing the display flash. Would be better for the hornbill rotating symbol to remain, but the list is replaced with the new updated list rather than clearing, waiting for refresh to complete and the display. We have quite a rapid polling interval for our mailboxes so this has quite an impact. Also if you have selected an email and have it open in the preview pane, that email will remain even if the email in removed from the mailbox you are in by another user. Cheers Martyn

@Ehsan Thanks for coming back on mark as read issue wihen raising/updating a request from the preview window. @Daniel Dekel One of the other observsations our 1st Tier team has made is that they would prefer the greyed star and selection boxes to be visble all the time rather than them onlying appeating when you hover over them. This is more aesthetic than functionial, just that they found it a bit distracting when working in the mailbox all day. Cheers Martyn

@Daniel Dekel One of the issue raised by our 1st Tier team, is that when you raised a new request or update an existing request from the email preview window, the email is not being marked as read, so when it then gets automatically moved to the archive folder, it still show as read. The process of raising/updating a request should set the emails status to read at the same time as moving to the archive folder. Cheers Martyn

@Ehsan That sounds like a positive step forward, but for our situation where we have our 1st Tier Team updating requests on behalf of the second tier teams. Members of the 1st Tier Team are not members of 2nd Tier Teams, as we are in the process of implementing auto assign to most avaiable analyst, but the 1st Tier Team is added as supporting team to the Service so that they have access to the requests. From my understanding of the what you are proposing this would not work for us. Certainly agree it should be done as a role rather thant a settings. Perhaps there needs to be two levels of permission, one as per your current proposal and a higher one where if the analyst is a member of a supporting team for the service the activity is linked to thay have the permission to update or perhaps more simpler to implement that they get the same rigths as you do through sys admin, but just for activities to allow you to update them. Cheers Martyn

@James Ainsworth Thanks for the update and confirm that this is now working as intended. Cheers Martyn

@James Ainsworth Just to give some furhter content to the requested extension of the Global Request search to include timeline and historiic updates, this is the most common question we get asked again and again by our 2nd and 3rd Tier Analysts. They are still opening up Support Works to do the serch of historic records to try locate previous occurrences of the issue/error, even though it will be in the both the requests we transfered over and in new requests since we migrated, but they cannot locate it with the current search capabilities. Cheers Martyn

@James Ainsworth, @steven boardman Thanks, found it know. Was accessing it from my test service. Cheers Martyn

We are currently testing the new Service Level Management option, enabled in settings by the guest.app.view.ITSM.serviceDesk.enableSLM with reference to the wiki link below. https://wiki.hornbill.com/index.php/Transitioning_to_the_new_Service_Level_Agreement_functionality I am just trying to work out how we implement escalation actions against the new SLM setup, or if this is not yet in place. Cheers Martyn

@shamaila.yousaf In order for the resolved by date to appear your BPM process associated with the Service Request needs to start the fix/resolution timer. Is this step present in the Service Requests associated BPM Workflow. Cheers Martyn

@Daniel Dekel In terms of the filter it would be good if this can work on email address, subject line and if possibel the message body. Also when searching our mailbox archive folders, we create a folder for each month to retain the source emails so that they can be accessed via 'View Email' option in the Servicr Manager Request, it would be good to be able to use a date filter with the option set and before and after criteria, given we have around 9,000 emails a month. Cheers Martyn

@Daniel Dekel As we recievie and hold a large volume of email, the summary of the date information into hours or days ago makes it harder to locate specific emails where we have recieved multiple emails from a person within a hour/day. You have to hover of the summaried date to get the full details. Would it be possible to have a date display format as a user or system seting? At the moment you can only sort by Date, Flagged and Status. From, To: (sent items) be optionas as well? Would alao be good to have a textual 'Filter' option as well. In terms of the notificaiton and refresh of the mailbox we are also experiecing the view not being updated automatically on all users who are in the mailbox, as demostrated to your colleagues. Cheers Martyn

@Keith We too use the New status setting it in the BPM workflow. As @m.vandun it is cleared by some process such as putting on hold etc, but we also include steps in our workflow to change the status back to open as well. Cheers Martyn

@shamaila.yousaf The original email should be attached to the first timeline entry. Clicking on the more options should give you the option to 'View Email' which should then open up the source email in its original form including the highlighting. Cheers Martyn

@Gerry Thanks. This may come in useful as trying to persuade external customers IT departments that the issue is with there mail/footers is not straight forward. Cheers Martyn

@Keith There is some enhancements being implemented at the moment to help with team members updating/completing activities which are owned/assigned to other analysts. See post below. Cheers Martyn

@James Ainsworth Thanks for letting us know. Will keep an eye out for the 2.38 release. Cheers Martyn

@Daniel Dekel Does this require the new/experimental email setting to be turned on? We reverted to the original one due to the issues when it was first released? Cheers Martyn

@Prathmesh Patel This is something that Hornbill are looking at, but at the moment the request search does not include the timeline. If you see the post below for more info. Cheers Martyn

@David Hall Dave Have tried this in Chrome and Firefox after clearing all history including cookies and if is consistent. The only thing I can think of that might be releated is that we are using the default home view functionailty. Given this seesm to be instance specific I will also rasie via support as well. Cheers Martyn

@fisky You may want to review the post below for some back ground to the issue/restriction. Cheers Martyn

@trevorharris The recent update which added indexes on the mailboxes as helped quite a bit. Our main issue with the mailbox is the refresh/syncronisation between multiple users in the mailbox, which I think was logged as IN00141912 originally. We have multiple members of the 1st Tier monitoring the inbox due to the volume of incoming emials. They will move a message into there specific folder in order to process it, but this does not trigger an update on the other users screens so they still see the email in the inbox. They then pick this up belieinvg it has not been picked up by a colleague and move it into there folder. As the move process does not check the message location, the first user moves it to their folder and strats the progressive capture proces to log/update the request. In the meantime the 2nd user has move the email into their folder which in practice is not moving it from the inbox but from the first user folder. Out users are constantly having to click on F5 to manually refresh the mailbox to check if mail has been moved/picked up. It would be good if the move process rather than just using the unique id also checked the current folder locaton, so it would fail when the message has already been moved and of course if changes in the inbox by one users triggers all sessions with the mailbox open to refresh automatically. This would minimise duplicate request/updates from emails being logged and remove the need to constantly manually refresh the mailbox all the time. Cheers Martyn

@Ehsan, @Lyonel We are seeing some difference in behaviour between Chtrom and Internet Explorer, with the latter still seeming to have issues displaying the custom field label transaltions. @Lyonel Are you using a different browser to your colleagues? Cheers Martyn

@David Hall It appears to be affecting all/most users and I suspect they will have default home view set. Cheers Martyn

Can I just clrify the scope of the setting in Manage Default Categories, I thought this would set these for all users, but it appears this user specific details? Is there a way to set analyst default time categories in bulk or to be set centrally? Cheers Martyn

@Miro Thanks, I see the addiitonial options are now present in the latest build. Cheers Martyn