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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @James Ainsworth Thanks for the update and confirm that this is now working as intended. Cheers Martyn
  2. Martyn Houghton
    @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
  3. Martyn Houghton
    @James Ainsworth, @steven boardman Thanks, found it know. Was accessing it from my test service. Cheers Martyn
  4. Martyn Houghton
    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
  5. Martyn Houghton
    @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
  6. Martyn Houghton
    @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
  7. Martyn Houghton
    @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
  8. Martyn Houghton
    @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
  9. Martyn Houghton
    @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
  10. Martyn Houghton
    @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
  11. Martyn Houghton
    @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
  12. Martyn Houghton
    @James Ainsworth Thanks for letting us know. Will keep an eye out for the 2.38 release. Cheers Martyn
  13. Martyn Houghton
    @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
  14. Martyn Houghton
    @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
  15. Martyn Houghton
    @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
  16. Martyn Houghton
    @fisky You may want to review the post below for some back ground to the issue/restriction. Cheers Martyn
  17. Martyn Houghton
    @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
  18. Martyn Houghton
    @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
  19. Martyn Houghton
    @David Hall It appears to be affecting all/most users and I suspect they will have default home view set. Cheers Martyn
  20. Martyn Houghton
    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
  21. Martyn Houghton
    @Miro Thanks, I see the addiitonial options are now present in the latest build. Cheers Martyn
  22. Martyn Houghton
    When you first login to your session in Service Manager and go to the Request List the Totals under the Filter window do not get populated with the number of records in the appropriate status. This will stay in this state until you click on the on one the status selections to get the totals to populate. From that point on the totals will then update when you change your selection within the Request List view for that session. However when login a fresh again the totals do not populate again until you manually click on other status selections. Can the totals be updates when the request list view first loads, as this has lead to some of our staff not realising they have a number of incidents at the 'New' status. I have replicated this on both Chrome and Firefox, so seems to be an application issue rather than browser one. Cheers Martyn
  23. Martyn Houghton
    @Gerry Just to confirm the error we are getting is about UTF-8 rather than UTF-7. In terms of the respone we received this as below. We will also review the disclaimers on the effected organisation emails to determine if the invalid characters are present. Thanks for the detailed replies. Cheers Martyn From: Hornbill Support [mailto:hornbill.support@hornbill.com] Sent: 16 November 2016 14:27 To: Martyn Houghton Subject: Hornbill Incident IN00144192 Update - Failed to decode message, invalid UTF-8 encoding encountered Hi Martyn, Regarding the issue you raised about the failed to decode message invalid UTF-8 encoding encountered, I gave you a call just now to discuss the way forward with this issue but you were not available. As Victor explained in the email he sent to you on 14th November, the error message you got is because the incoming emails have characters encoded in a "character set" which our mail decoder does not know about. Your other email processors handle this better, as they most likely contain more character sets than Hornbill does. Victor also mentioned that this can not be considered as a defect, as our email decoder behaves as intended although it may not process all possible character sets. What you can do is raise this on the forums as an Enhancement Request. Kindly let me know once you have done this so that I close this ticket. Many thanks Pamela Hornbill Application Support Team
  24. Martyn Houghton
    @Ehsan This also seems to be affecting the Customer Portal Organisaiton View as well. Cheers Martyn
  25. Martyn Houghton
    We process around 9,000 emails a month through Hornbill and have been seeing a few but increasing occurrences of emails failing to be recevied properly into the Mailbox, with the affected email being inserted as a error with 'Failed to decode message, invalid UTF-8 encoding encountered' subject. We have raised this with Hornbill support (IN00144192) who have advised that this is down to component used in Hornbill not supporting the character set being used by the system sending the emails, which then means we struggle to receive emails from the affected customer. The same emails are readable in Exchange/Outlook. They have advised that this is not a defect, just a limitation of the current component support for different character sets used in emails and that I should raise this on the forum to determine if this is impacting other users. I have asked for details of the character sets supported by the currently implemented component. Is this issue affecting anyone else? Cheers Martyn
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