Deen

@Sean Teehan I don't believe this can be done at the moment. You may want to log this under the Enhancements section.

@Steven Cotterell It would be worth checking the escalation events against the SLA. The default is to breach before the fix target is reached and its possible there is an event specified that does this. Also has the SLA ever been amended on this particular request?

@Paul Alexander build 1550 of Service Manager is now available and contains a fix for this issue: Taking the update should correct the problem as the following defect has been corrected: PM00156576 - Software Product ID displayed instead of Asset Financial Product ID

Build 1550 of Service Manager is now available:

@Frank Reay there will be a new Service Manager update that should be released later today that contains a fix for the Connection tab on Service failing to load after setting change request values and revisiting tab. Once you have taken this update the problem should no longer occur.

@Stuart Torres-Catmur this isn't something I've seen before although it does look like a possible defect. Could you raise a request with Support and we'll look into it further?

@Logan Graham what browser are you using? If you try an alternate does the problem still occur? Also does using the tab key after typing register the change to the field and make the button active?

@Paul Alexander not from what I can see it is usually to a team or owner\creator. There is another option which could be adapted, there is the option to assign to the 'Most Available Analyst' as this would assign to the analyst with the fewest requests which would initially be the new person. Not ideal, perhaps an enhancement would be needed to accomplish exactly what you want.

@Kelvin keeping the exact HTML formatting in the timeline is not currently possible, however the 'View Email' option against the timeline entry should show the email in its original format.

@Gemma Morrison there are also additional caps that restrict how long an SQL query can run (usually 30 seconds). This is to prevent a report from having a performance impact on the server. As an alternative you may want to break the report into two 6 monthly chunks.

@Joyce good to hear, there is a 30 second timeout imposed on reports so it is likely the modified report now falls under that where previously it didn't.

@dwalby from the documentation provided this in particular should prove useful: 1.5.0 (15th August, 2018) Features: Added support for searching other entity columns for existing asset records to prevent asset duplication

@Darren Rose this is covered somewhat in the following wiki article: https://wiki.hornbill.com/index.php/Asset_Types The differences can be defined by the nature of the sub states you choose to add to these states.

@Dan Munns You should now find that the requested email folders have been emptied as requested.

@Miles looking at the Notification settings they are currently set up to only notify either the request owner or the team members so an enhancement may be required here. Assignment / Reassignment Use these settings to notify request owners and team members of request assignments Notification Type guest.app.requests.notification.notificationType.assignment Notifications will be sent to the individual analyst when a request is assigned to them. guest.app.requests.notification.notificationType.assignmentTeam Notifications will be sent to all members of a team if a request is assigned to their team without an owner Email Template Settings guest.app.requests.notification.emailTemplate.analystAssignment Use this setting to specify the email template to use when guest.app.requests.notification.notificationType.assignment is set to use email notifications guest.app.requests.notification.emailTemplate.groupAssignment Use this setting to specify the email template to use when guest.app.requests.notification.notificationType.assignmentTeam is set to use email notifications

@dwalby on the Schedule tab of the report properties there is a View Log button. This might give additional information on the error in question.

@dwalby what file type are you using for the document and have you tried changing it to one of the other options? Also is it writing to an already existing document or have you uploaded a new one to Document Manager?

@nasimg i'll be in touch with the RCA shortly.

@sprasad see my update above on how to extend the timeout for the Customer portal.

@Martyn Houghton sorry about the late reply, there is actually a different timeout setting specific to the portal that can be found under: Home > System > Manage Portals > Portal Accounts > customer Under the options section.

@Alisha worth keeping in mind that the timeline can get a little messy if the unedited email has a large footer or is part of a chain of several emails.

@davidrb84 the EspMailservice log file will likely contain an SQL update statement entry listing the update to the email and which folder it was moved to. I don't think it will list the user that carried out the move however.

@JO_7001 the warning next to the Sent Items mailbox usually refers to failed email delivery emails, this is discussed on a few other posts: https://community.hornbill.com/topic/13621-email-sent-items-errorswarning-new-icon/ https://community.hornbill.com/topic/13657-warning-triangle-in-mailbox/

@Shamaila.Yousaf its hard to see from the screenshots but it looks like the text size is tied to the number of results that are being returned by the widget.

@Joyce have you tried other output formats for the report such as PDF/XLS? Also does the preview hit the 500 record limit as the problem may be due to the volume of data contained in the report.