Martyn Houghton

When raising a linked request from an existing one which is logged against a customer (external) not coworker, the current contact informaiton is not passed into progressive capture 'Search Customer' step, where as if this is done for a coworker it is. I beleive this is a known issue as it came up in our original switch on phase, but do not seem to be able to find a reference to it on the forum. Is there are Known Issue reference for this and an update when this is planned to be fixed? Cheers Martyn

@Gerry That good news indeed. Thanks Cheers Martyn

@Ehsan There appears to be a difference in the display of the translated label between browsers used. They appear to work fine in Chrome and Firefox, but are still displayig as Custom_X in Internet Explorer and Edge. Cheers Martyn

@m.vandun Mark Are you stage checkpoints set as mandatory? If you set them as non-madatory do you still get the same error? Cheers Martyn

@Ehsan Thanks. I keep track it via Hornbill Support. Cheers Martyn

@Ehsan Do we have an anticipated timescale for this fix? Cheers Martyn

@Ehsan Thanks for replicating it. It get even more interesting when the person has left as well, especially when using single sign on! Cheers Martyn

@Gerry The request was born following the issues we experience with the SM 2.36.x and the fact that we do not have a test system to test deploy releases prior to them going on to live. The business requirement was discussed on the basis of of perhaps us taking a more conservative approach to applying the latest release. Cheers Martyn

At the moment when updating an application via the App Store, it is only possible to select the most recent release of an application to update too, irrespective of the number of intermediate releases. Would it be possible to have the option to be able to select and update to an intermediate release? Cheers Martyn

At the moment the Category/Profile field is somewhat out of the way within the details section of the requests. Would it be possible to have a separate action icon at the top of the request to both view and update the category/profile of the requests, as this is quite important for us that this kept up to date, so that trends can be more easily identified and reported on. Cheers Martyn

@Ehsan, @m.vandun We too are getting this issue too, which is causing quite a bit of confusion. We are on Service Manager 2.36.6. Cheers Martyn

@Ehsan The issue is triggered when the two different actions are being done by different users. When logged in as a user that did not apply the email to the request, you do not get the visibility option under More Actions. Cheers Martyn

Could I raise User Interface improvement request for the Time Picker as used in a number of places in the application, but specifically the one used when placing a request on hold, as below:- At the moment you cannot manually enter the time in numbers and you have to use the drop down to select the time. When you click on the field it drops down the selectors for both the hour and the minutes, but closes when you make a selection of only one of the values, either hour or minutes. You have to click on field again to open it up to then click on the value you want for the other. When you are updating just a few requests this would not be too much of an issue, but when you are updating a large volume of cases on a daily basis it can quickly become annoying. Would be possible to have the time picker to stay open until you have click/tabbed to a different field? Would it also be possible to be able to type the time in as well, given that sometimes you have to make a number of clicks to scroll the picker to the hour/minute you want. The reasons for the latter point is that we always put our requests on hold to the end of the day, i.e. 18:00 hours, so that our 1st Tier are able to chase up customers on the day it comes off hold prior to the SLA timers restarting. Cheers Martyn

@Kelvin The posts below may also give you some background info as well to why it happened. Cheers Martyn

@AndyColeman If you go into Admin Tool, Monitor, Log Files, EspServiceService.log are you able to locate the full error as the red error box truncates most of it. Also what version of Service Manager are you now on? Cheers Martyn

@steven boardman @Gary@ADL We would also be interested in the ability to update the custom fields as an activity in the BPM process. Cheers Martyn

When the Email mailbox 'Apply to Request' option is used to update a request the resultant timeline entry visibility setting can only be adjusted by the user who undertook the update. Even as a super user/system admin we are not able to alter the visibility, only the user who undertook the update. This seems to be a bit restrictive give that the visibility of other timeline updates can be changed. Also with us operating a shift system with our 1st Tier, where an email update has had its viability incorrect set, i.e. an internal email marked as customer, we may not be able to correct this for sometime, making it visible to the customer on the portal. Can the ability to alter the email visibility be configured as a setting or the unnecessary restrictions removed? Cheers Martyn

Related to @Ralf Peters post below,it would be could to have the visibility option displayed in the completion window for a Human Activity, with the ability to either hard code this from the BPM Node itself or set a default value allowing it to be set on completion of the task. Cheers Martyn

@Ehsan We have applied v2.36.6 this morning and that does seem to have reinstated out labels accross all our many services. Thanks you. Cheers Martyn

@James Ainsworth In the short term, perhaps the best option is to disable the display of the Team and Owner, if the spawn async setting is enabled? Cheers Martyn

@trevorharris Thanks for the update. Performance improvements on the large mailbox folders would really help, give the large volume of we receive. Cheers Martyn

@Ehsan Just wondering if there is a timescale on the availability of the migration script, as wondering whether to start manually correcting the labels or hand fire? Cheers Martyn

@steve_g Have applied 2.36.4. Still get the error about the mailbox, but the workflow appear to be triggering activities. The HUD is still showing as Red, should this have refreshed as well? Cheers Martyn

@Ehsan Ok, we worked out that we now got to go into every custom field (9 off them) on each Service (110+) to set the translation values, in order for the label to be displayed properly. It is good that labels now match the custom field definitions which are per service/request type, just that it would be good to have some form of migration process/sql to copy the current central value to the translation tabs as a starting point. Cheers Martyn

@AndyColeman Andy, if you upgrded last night I suspect you are on SM v2.36.3. There was a patch released this morning v.2.36.4 which addresses your issue. Cheers Martyn