Deen

@Lauren @Alisha our developers don't believe that there has been any change to the functionality in this area. It would be worth logging a request with Support for further investigation.

@Izu if there are any broken requests it would probably be best to raise this with Support, as there may not be one universal fix depending on what has happened to the affected request.

@Tina.Lapere personally for me I find that pre filtering by service and type narrows the range down considerably, and these are details the user carrying out the search would usually know. Sorting after the search would be a useful enhancement though.

@PeterL was the email sent on the 2nd? It would be interesting to know exactly how the formatting was affected.

@Dan Munns would be interesting to see a screenshot of the template and also an affected email (minus any sensitive info) to compare the two.

@Jeremy @davidrb84 a fix should be available for this issue in the next few weeks, although we do not have a solid release date at this point.

@lee mcdermott good to hear its now working, perhaps it just needed a browser refresh to fully register the change.

@Tina.Lapere there's a good chance there is a problem specific to your internal network. If possible as a test try accessing Service Manager from the browser on a phone over 4G, or basically anything that bypasses your network. If the refresh issue doesn't occur there then it is unlikely that the problem is with your instance and it would point to something in your environment, although at this point I couldn't say what that might be.

@lee mcdermott do you have the Services Manager role: "This role is for a Services Administrator. It includes rights to add, edit and remove Services from the Service Portfolio."

@Dan Munns you might want to look at the following article for initial troubleshooting steps..

@Alisha I can't see a way to do this currently unless the customer doesn't have an address, otherwise it will just pull in the one specified.

@davidrb84 are these performance issues still persisting? I've taken a look at your instance and there doesn't seem to be any problems at the moment. Let me know if this continues to be a concern and I can monitor your instance.

@Tina.Lapere we haven't had any reports so I don't believe its a common problem. Is this affecting all your users and is the problem intermittent or constant? Have you tried a different browser to see if that makes a difference?

@DFarran it sounds like there is an issue with that specific pro cap. As a temporary test could you remove the asset form in the pro cap and then see if it completes without error. You may even find that simply putting the form back afterwards corrects the problem if there is a glitch in the capture. You would need to refresh your browser after making the change.

@Keith the template will give you a set of default values you can work with, depending on the nature of your BP's you may then find that those defaults are not required as your BP handles them instead.

@DFarran the second issue you have reported with the user profile should also be corrected in today's update.

@DFarran The notifications issue should be fixed in a Service Manager update that is due tomorrow. I'll take a look into the additional issues you have raised also and will report back. Deen

@Adrian Simpkins is this still an issue? Feel free to raise a support request if it is and we can investigate further.

This particular issue turned out to be a Project Manager defect that was corrected in the following 272 release: Taking this update will prevent the problem from occurring again.

@Adrian Simpkins probably the closest notification to what you require would be the following settings which will notify the entire team regardless of their availability: https://wiki.hornbill.com/index.php/Service_Manager_Notification_Settings Portal Update These settings will notify the request owner or team members when a customer updates a request using one of the portals Notification Types guest.app.requests.notification.notificationType.portalUpdateTeam Notifications will be sent to all members of a team if a customer updates a request via the Customer or Service portals. Email Update Used these settings to notify the request owner or team members when a request has been updated by an incoming email, either automatically using the Routing Rules, or manually. Notification Type guest.app.requests.notification.notificationType.emailUpdateTeam Notifications will be sent to all members of a team if a request which is assigned to them is updated via email

@Sean Teehan apologies there is no Enhancement section. I've tagged it as an enhancement for you.

@Logan Graham I discussed this with our developers and they have accepted this as the following defect: PM00157117 - Requests that belong to a retired Service are returned in Self Service but cannot be viewed As a result the fix should appear in a future update. Deen

@chrisnutt I've tagged it as an enhancement and its one for our developers to consider. I can see why it would be useful. Deen

@Logan Graham I don't think so as portal visibility against a specific service is an on or off type setting that would then apply to any requests that utilise that service. It may be worth retiring the service when there are no longer any active requests.

@chrisnutt looking at that setting it appears to be a global on/off setting and therefore could not be set on a per service basis. No harm in requesting it as an enhancement though if you need it to work in that manner.