James Ainsworth

You might also be able to incorporate in the BPM option for locking the Resolution into the example above as described in the Access Control section on this page

Hi @Dave Read I'm interested to know if the Security Event document is something that is shared and possibly used on more than one request or if it was something unique to a single request? I wasn't sure if this was an export of a computer's Security Event log or something more generic. For more generic documents that can be used on multiple requests, the Document Manage might be something to consider. This would avoid uploading the same document multiple times when used in different requests. This can be done through the Documents action on a request. These documents are displayed in their own section on a request. To help define our requirements I would also be interested to understand more about where you were trying to search for your document. Were you using the Global Search or were you looking from within a single request? If you are looking for the document from within the request, was the document within the Attachment section but difficult to locate because of a large number of attachments? Regards, James

Hi @Dave Read I'll add you to this change that is looking at linked requests and the information that is transferred from the originating request. This is slightly different from the post that you mentioned and we will probably look at that as a separate requirement and manage it within that topic. Regards, James

Hi @Charlie Jones As mentioned above, we are hoping for sometime over then next few weeks. The development work is complete, it is just going through its final testing. This post will be updated to confirm once it is available and it will also be in the release notes which can be seen on your instance App Store or you can follow the Announcements on this forum. Regards, James

Hi Keith, Thanks for your post. We do have a change in our backlog which would allow you to select more option to include when raising a linked requests. This could include options such as attachments, connections, members, linked request, etc. I'll make sure that you are added to this change in our backlog. Regards, James

Hi Dan, When you refer to a P1 are you referring to the Service Level or the priority? If you have a P1 Service Level you can have escalation notifications sent out at particular points within the life cycle based on time remaining before the Service Level targets are reached.

Hi Paul, We have done some tests around the use of the wildcard in your search and getting different results. It looks like there may be some inconsistencies with results when using wildcard characters in your search when the words that you are looking for are stored in the post or comment within quotes. For example searching on gantt will return posts and comments that contain either 'GANTT' or GANTT, however using the search text gant* it is possibly only returning posts and comments with GANTT and not 'GANTT' This is currently being investigated. Regards, James

Hi Paul When you specify 2 words when searching workspaces it will use an OR by default. In your search it will return results for "gant*" OR "chart". A result that contains both words would normally show with a higher relevance, however when using wildcards the word with the wildcard is not included in the relevance. If you want to return results that have both words you can use the AND operator - gant* AND chart. Some other syntax that can be used includes: There are a selection of operators and syntax available to perform advanced searches from the Global Search Bar. Some that are commonly used include: Boolean Operators: AND (+), OR, NOT (-). Must be in ALL CAPS OR is the default AND matches posts and comments that contain both words NOT excludes posts and comments that contain that word Wildcard Searches: *, ? An * is used for a multiple character wildcard search A ? is used for a single character wildcard search Wildcards cannot be used at the beginning of a search term String Search with Quotations Placing two or more words within "double quotes" will search for that exact string

@Victor I agree that attachments will not be added directly to a request when the Routing Rules are used, however this is not what is being asked. It seems that on occasion the icon that highlights that an email has an attachment is not displayed. This does normally show even when using the Routing Rules.

Hi @samwoo Thanks for your post. I have added this to a change that is regularly cycled through to add more fields to the asset classes. These all look like valid requirements to me. The ability to have multiple owners or used by is a separate change that we have in our backlog, which I'll add you to. Regards James

@Hannah Jeffries Under the More Actions menu on the bottom right of the screen shot you should be able to use the View Email option access the full email which should also indicate that this particular message had an attachment. Can you check that this is the case. There are some settings that restrict the size and file types used on attachments and I just want to make sure that it is not actually being stripped from the email. Regards, James

Hi @Hannah Jeffries would it be possible to post a screenshot of a system message where the attachment icon is missing? Be sure to mask out any names or email addresses if displayed on the screenshot. Regards, James

Hi @Hannah Jeffries Thanks for your post. I will see if I can replicate what you are experiencing while the support case is being looked at. Regards, James

Let us know if your issue persists after the update. We will look at it again if it is still occurring, but hopefully the update will provide what you are looking for. James

Hi @Paul Smith In most cases once something reaches the development team it only takes a few weeks before it becomes available. Once it has been completed this post will be updated, so provided you are following this thread, you will be notified. Also worth keeping an eye open on the release notes. You can also follow the announcements to be made aware of the latest updates. https://community.hornbill.com/forum/135-announcements/ Regards, James

Hi @samwoo I believe that this issue was resolved in Service Manager build 1189. You will need to update to the latest build. Regards, James

Hi @William Ansah There was a fix provided for this a couple of weeks ago. You will most likely need to apply the latest Service Manager update (1194) to correct this. Regards, James

Hi Kelvin, A fix for this issue was provided in a Service Manager update in mid March. I've tested on the latest Service Manager build (1194) and I haven't been able to replicate the issue. Have you tried clearing your browser cache and seeing if the issue still exists after that? If it is still an issue, could you let us know which browser you are using in case it is a browser specific issue. Regards, James

Hi @gary.copnall This feature will come part of a Service Manager update which you will need to apply once it is available. Regards, James

Hi Drew, We hadn't considered restricting the automatic adding of attachments for a particular file type or the size. The problem with the size option is that a text file could easily be very small if it was a log file that contained a couple of lines. You will have mix of some attachments being added and others not. While the automatic raising of requests using the Routing Rules is great for automatic emails sent from monitoring systems or from web forms, there can be more flexibility with manually raising requests from the emails in the Shared Mailbox. Selecting attachments is one of those things you can do when manually raising from an email. I know that some customers find it a challenge to monitor the email queue as well as the request queue, but capturing the right information at the time the request is raised can certainly help speed things up later on. Regards, James

Hi @samwoo There is similar forum post and a related change in our backlog for adding more formatting to emails sent from a request which I have your name on. These are closely related and possibly the they would be done at the same time. There are some complexities and challenges with this as the formats need to be transferred across into an email template which is used to send the emails that are composed within a request. We have a couple of concepts that we have tried and we plan on moving forward with one of these in the future. Regards, James

Hi @Drew Davies The automatic adding of attachments for emails that have been used in a Routing Rule to raise a request had not been implemented due to concerns raised by customers where requests would have the potential to be filled with images provided in email signatures. The was the original behaviour when manually raising a request from an email which resulted in hundreds of attachments for some requests where email conversations were continued between the customer and the Service Desk. One thing that we could look at is making it easier to manually take an attachment in an email viewed from the timeline and have it added as an attachment on the request. For now, to help find these emails in the Timeline, you can use the Timeline Filter and select ''System''. There will also be an attachment icon on the emails that include attachments. Regards, James

Hi Samuel, I would recommend creating a Type using the Computer Class called Server. We can look at the additional fields that you would like to use and have these added to the computer class. Once these are available you can then enable the for the Server Type. Regards, James

Hi Martyn, For a bit more detail on the change for setting the available actions while a request is on-hold, the development work is mostly complete and we are now looking to have it go into our testing. Once this has gone through our test cycles and provided there are no issues, it will be included in an update over the next few weeks. Regards, James

Hi Hannah, Thanks for your post. There hasn't been any movement on this as of yet. It is still in our backlog. I'll be sure to post back here once a decision has been made about progressing it. Regards, James