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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @Daniel Dekel Thanks for letting me know. Cheers Martyn
  2. Martyn Houghton
    Following on from the work done in Service Manager (see post below) to show the status/availability of co worker when assigning requests, it would be useful to have the same details displayed in the 'Conversation' component of the Collaboration core. Cheers Martyn
  3. Martyn Houghton
    Since the application of Service Manager 2.34/2.35 we have noticed that in progressive capture when logging a new request through the user app the Customer Search form is repeated after you have selected the service and the service specific PC is applied. PC used to skip the Customer Search form automatically after the Service specific PC was applied, but now appears with the already populated customer details requiring you to click on Next. Can this be looked into to re-instate the automatic completion. Cheers Martyn
  4. Martyn Houghton
    @Daniel Dekel Thanks. The way we propose to use this is to create a monthly Inbox Archive folder at at the beginning of each month we will update servicemanager.email.archiveFolderName to point to the next month folder. Then we can delete the content of the appropriate monthly Inbox Archive folder after say 2 months using the new Delete All option. Cheers Martyn
  5. Martyn Houghton
    @Daniel Dekel I noticed in the announcement for User tool 517 the reference below. Is that the facility you mentioned. {#CH00143891} As a User I would like to delete all emails in a specific folder Is it just the process of choosing 'Delete Folder' and it will not delete all the contents and the folder itself, or is there a different process to follow? Cheers Martyn
  6. Martyn Houghton
    @Gerry Looks like a very positive change, but just one question on the locking down connection via URL. We currently lock down inbound traffic to our corporate Email server for the IMAP mailbox connection based on IP Address. In terms of changing this to URL mapping, should we change this to live.hornbill.com or is there a specific URL we should use for connection coming from the back end server which initiates the connection to the mailbox. Cheers Martyn
  7. Martyn Houghton
    @David Hall Thanks for the quick response on this. Cheers Martyn
  8. Martyn Houghton
    We have just implemented using the 'New' status setting in our BPM to highlight requests to our analyst which have been newly assigned to them, which is working well. However this has identified a bug in the request list screen in that the 'Pause' button does not display if the status of the request is set to 'New'. You can still put the request on hold via the BPM but you are not able to manually put a request on hold when it has a status of 'New'. The 'Pause' button then returns once the status has been changed back to Open or On Hold etc. Can this be looked as please. Cheers Martyn
  9. Martyn Houghton
    Along the same lines to the post below about the issues with searching/selecting customers with the same name or working for multiple organisations in the Progressive Capture, this also applies to when logging requests from email using the Raise Request, but the display of matched contacts is even more restrictive. We have a significant number of contacts which work for multiple external organisations, i.e. shared services etc, so when logging a new request from email we need be able to select the appropriate contact for the organisation they are logging the request against. However at the moment the display of matching contacts when you click on the Raise Request screen just shows the contact name only, where as in PC it will show the organisation. This issue also applies where a shared mailbox is used by a number of contacts at an organisation as well. Like in PC, the list is also limited to a fixed maximum of matches, which could do with being able to page through the results or make the maximum number of rows returned a configurable setting. If the organisation name can be included in the results list, this would address the primary issue. Further option would be to able to hover over the contact name and see a summary window, like when viewing a request list search result. At the moment we have to select one, check in it in the Progressive Capture, cancel it if it is the wrong one and then keep trying each of them in turn to locate the one for the correct organisation. Cheers Martyn
  10. Martyn Houghton
    @kelvin Does it persist if you clear cookies from the PC in question? Also if you try a different browser on the same machine do you get the same message? Could be a stored session cookie confusing the login process. Cheers Martyn
  11. Martyn Houghton
    @Victor Thanks for the clarification, I presume the issue where the current request is not updated on the browser session automatically when the underlying BPM is updated is the thing to be aware of when trying this setting? Cheers Martyn
  12. Martyn Houghton
    @cchana The reason for not putting them directly into the delete items folder is that we do want to keep them for a period of time and do not want to delete them by mistake until we needed to. That said the same issue in terms of deleting large volumes of emails still applies to the 'Delete Items' folder as far as I can see. In Support Works we used sub folder for each month and then deleted the whole content of said month's folder when we no longer needed it as a reference, which too put it into the Delete Items, but we where able to select all the emails in one go. In terms of the change request @Daniel Dekel we would at least be able to clear down the folder and then clear down the deleted items folder in a single step for each. Cheers Martyn
  13. Martyn Houghton
    In the recent ESP release there is reference to a experimental setting bpm::processResume for performance improvement, is there any further details on what his setting changes. Cheers Martyn
  14. Martyn Houghton
    @Daniel Dekel Ok, seem where you going, if we did have the open to clear down a folder at a time that would make it a lot easier. Cheers Martyn
  15. Martyn Houghton
    @Daniel Dekel I presume what you are suggesting is that we create multiple archive folders, to limit the volume of emails that go into each folder, in order to speed up access/selection of the emails within a folder? Using the servicemanager.email.archiveFolderName setting. There does still need to be some improved mechanisms for handling the deletion of large volumes of emails which will be continue to be building up in the mailbox store. One immediate request would be for the number of maximum emails that can be selected in one go to be a configurable setting so that we could at least try increasing this to a large volume to aid with deleting current archived backlog. Cheers Martyn
  16. Martyn Houghton
    @Kelvin The table used is dependent on the request type and is linked back by foreign key h_fk_reference. Incidents - h_itsm_incidents Service Request - h_itsm_servicerequests Problems - h_itsm_problems Change Requests - h_itsm_changerequests Cheers Martyn
  17. Martyn Houghton
    We handle a large volume of emails through the shared mailboxes (over 50 emails an hour) and as part of our settings we move these to a folder called Inbox Archive when processed by the progressive capture, rather than directly into the Deleted Items mailbox which is the standard configuration. We are then attempting to select these emails in bulk in order to delete them, but there are a number of issues with this. We only able to select 50 at a time, this created an error prior to Collaboration Version: 2.5.0.510, but now you get a popup restricting you to a maximum of 50 emails at a time. Deleting them 50 at a time will move them to the Deleted Items folder, where I then have to select them again 50 at a time to actually delete them. The reason for deleting the emails is to improve performance when accessing the Inbox Archive to deal with any queries or questions about emails which there received but do not appear to have been processed. We currently have over 35,000 emails in the inbox archive,but even with using the standard configuration we would still need to delete the emails from the Deleted Items folder in 50 email batches. Are there any plans to provide a facility to automatically clear down the Deleted Items folder for emails older that a configurable date, manually trigger the emptying of a mailbox folder or allow selection of a larger volume of emails in the mailbox? Cheers Martyn
  18. Martyn Houghton
    @gary@adl Do you get a timeline entry showing the BPM has reached the Assign Node? Also does you Workflow HUD at the top show green or red? Cheers Martyn
  19. Martyn Houghton
    @Ryan Just to confirm this is still the case in current SM 2.33.3, though you can now get around it by the new All My Requests view. However as we have a large volume of services and requests we still need to be able to view organisational requests at the services Cheers Martyn
  20. Martyn Houghton
    @samwoo This should work, as we had the opposite issue where I had locked it down to much, as the thing to be aware of is that you need rights to the mailbox to view emails attached to the request (view email option), as the source email is in fact held in the mailbox store not the request. i.e. you can see the text of the email in the timeline, but if you want to open the source email say to view the inline graphics/formatted version you have to have access to the mailbox. These where the rights we had to give to our 2nd Teir people who need to access emails, but not full mailbox rights, if that helps. Cheers Martyn
  21. Martyn Houghton
    @Adam Haylock The only other way I can see to do it would be to do it via the API, which is in essence what the Cleaner does, but you would have to write your own routine to do the selection and then call the API. Should be something fairly easy to implement in the Cleaner, akin to the same way you put a select statement into the Hornbill Loader. Cheers Martyn
  22. Martyn Houghton
    @Gary@ADL Gary we branch in our BPM based on Service and I have tended to use the Service name, in the example below I branch where the Service Name begins with hosted, to select all my hosted services rather than an individual one in your case. In terms of the assign we use the Entity Assign option rather than the Application one. Hope that helps. Cheers Martyn
  23. Martyn Houghton
    @Adam Haylock It is not possible at the moment to do a selective clear down of requests, except by request type at this time I believe. This is something we raised previously as we look to bring on more services, we would want to do test transfers as well and without having a test instance you have to do them into Live or not do a test. Cheers Martyn
  24. Martyn Houghton
    Is it possible to report on the current workflow checkpoints completed against a request record? The reason being is that I want to check for request who status is resolved but the workflow is still showing at an earlier stage as manual activities have not been completed. Cheers Martyn
  25. Martyn Houghton
    @Daniel Dekel Thanks for the update will put a smile on some of my colleagues faces for a Friday afternoon. Cheers Martyn
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