Deen

This is looking like a potential defect. I'm dealing with the Support request and will post back here with my findings.

The inbound email would normally be obtained from an Exchange\Office 365 mail system. You would need to have the credentials to access this. Once you have obtained these from your administrator you can set them up in the admin view as mentioned above. This is covered in more details here: https://wiki.hornbill.com/index.php/Shared_Mailboxes Remember, in a typical setup, email messages are not sent directly to your Hornbill instance but are retrieved periodically from a mail account that will reside on your organisations mail exchange.

From the Admin view under Home > System> Email> Shared Mailboxes> mailboxname you should be able to specify the relevant username and password that you have obtained from your mail server.

If the status differs between any of the selected requests (particularly if any have on hold status) that will definitely cause problems.

@Jeremy unlimited columns, as you have noted could lead to issues if you have large text entries in the fields in question. You may end up with a single request being displayed on the screen and the request list looking very disjointed. It could be considered as an enhancement request but I think it is unlikely for the reasons stated above.

@Paul Alexander going through the settings I cannot see anything which would allow you to set a default for that particular drop down. Would make a useful enhancement though. I've tagged it as such.

@Adrian Simpkins from the email compose window there is an option to set message priority. Not sure if this can be set when sending email from a BPM though if that is what you are after as I dont see an option for this on either the mail node or the mail templates.

@Adrian Simpkins I have seen this when an instance is under very heavy load, however if only one user is affected I would discount this and local factors. Does the error still occur if they try a different browser?

@Alberto M I think the Test Measure button should flag an error if the SQL used in the measure is invalid. I'll run some tests to confirm if this is the case.

@Paul Alexander had you gone back at some point and Activated an older version?

@Mark Latham I take it if you run the report it works with no issues, also can you confirm if all reports are affected or just a select few?

@Adrian Simpkins there was nothing reported yesterday, but let me know if this remains a problem for you.

@lokent I don't think there is a way of downloading it and viewing it as a list of questions. The only way I could see this being don't would be from a user perspective taking screenshots of the questions as they appear in the front end.

Yes, an enhancement where you can manually set the start and end time of outages that have already occurred is probably what you need.

@davidrb84 if a request is being logged overnight when a service goes down or is impacted, you can have the status set automatically by the request BPM, this is covered at the bottom of the following page under 'Automatically Changing the Status of a Service': https://wiki.hornbill.com/index.php/Service_Status This may be more accurate then getting an analyst to set this manually in the morning when they come in.

@BobbyB I cant see how this could be done as it would be hard to distinguish a regular update in the timeline from one where the customer is specifically chasing for an update. Customer escalations/complaints may be easier to track, but a polite 'can I have an update' is a different matter.

@AndyGilly you can set SSL/TLS encryption for outbound email from the Email -> Outbound Mail Routing section of the Admin view. I believe it is set to Off by default.

@Adrian Simpkins nothing out of the box that will allow this, although it may be possible via other means such as the BPM.

@Adrian Simpkins the snippets can be filtered by Service or team membership, therefore as long as 1st line have access to other teams they will also have access to these. Might need an enhancement if you want greater control of the visibility of these on a per user basis perhaps. With the Views however you should be able to do this.

This has been confirmed as a new defect PM00161298. It is actually different to the previous image related issue reported last year. That was due to an issue with the image url and has now been fixed for some time. The new issue is due to the rights check to make sure the user can view the images when the FAQ is accessed is failing to identify basic users correctly.

@Euan Coleman @Adrian Simpkins your instance's should be back up and running now and we are still looking into the root cause.

@Euan Coleman were currently looking into this for you and will have an update shortly.

@davidrb84 I'll look into this for you.

@chriscorcoran no specific example I can give unfortunately but via Google there are plenty of example business templates out there that may give you some ideas...

The Timesheet plugin for Service Manager would in some way replicate what you used to see in Supportworks: https://wiki.hornbill.com/index.php/Using_the_Timesheet_Manager_Plugin