James Ainsworth

Hi @Paul Chambers This was purposely done like this where a team would only get a notification on the rare occasion when a request doesn't have an owner so that someone is notified and aware of the update. What you should be able to do is along with using the Wait for Customer Feedback, you can follow this node with an automation to send an email to the members of the team. The problem with opening this up so that team members always get a notification, even when there is an owner, is that there will be many customers that will not want the extra notification noise.

A fix is on its way. It should be available as of Core UI build > 1857

The user handle can be another good place for adding pronouns. The handle is like your name tag. A user can simply append this with their pronouns. As the handle is visible in most areas, this would also mean that there is better visibility than having it in a custom field.

Do these users have the Board BPM Access role?

Hi @will.good There is a bit of a UI fix that is needed here. A rule requires that either the Use Mailbox or Use Operation is selected, and the UI makes it appear that you can have them both set to off and save it. Because one of these must be set, in the background the save doesn't complete. We will look to get this corrected.

https://wiki.hornbill.com/index.php?title=Wiki_Markup#Date_Formatting

Hi @Tina.Lapere If you included a set of square brackets [] around the variable that is used for updating the description with a date, this will take on the user's profile date format.

Hi @Stefania Tarantino Setting a service to private does not affect access to coworkers (subscribers) and FAQs. It simply allows you to hide a service from other users that have the Services Manager role in the list of services under the Service Portfolio. For example, if you are creating and managing HR services, you may not want people that create and manage IT services to be able to see and access, and edit the HR services.

Hi @Stefania Tarantino Something that you can consider doing is making the service private. This will limit access to the service owner and to any member of a supporting team that has the Services Manager role. Limiting access may help prevent some of these changes from being made. We are looking at adding auditing to services, but this is still in the planning phase and there isn't yet a time frame for this work to be done.

Hi @Berto2002 Thanks for your post. I've had a look and I can't see anywhere that the gender field can be modified. So, I'm assuming that the options are hard-coded. It's possible that something like this is already in our backlog to have a look at. For now, you may want to use one of the custom fields for a new gender field where you can define your own list, and keep the one that is hard-coded as hidden.

Hi @Paul Welby Thanks for your post. I've not yet heard of other occurrences of this happening. I'll keep a lookout and try to see if I can replicate any issues. If it continues, as you have a Premier Success plan, you may want to raise a support request with Hornbill Support.

Thanks for your posts. This has been corrected and you will now be on the latest version of Service Manager (2809).

Hi @samwoo This currently being worked on. Provided there are no technical hitches I believe that this is something that you should see before too long. Keep an eye open in the release notes.

Hi Alisha, At the top of most Hornbill Automations there is a ? that you can click on to get more information The help for this Automation says that the Result returns the index of the match. I'm assuming at the moment that the index is the number of characters at which point this was found in the email text. Having a number returned is correct in this case. Could you let us know what you were expected or what the outcome is that you are trying to achieve? Many thanks

Usually, the process of moving a user account to a basic account will remove any aspect of ownership. I can only think that there is something not quite right with the underlying data. In this case, it might be worth raising a request with Hornbill Support as they will be able to have a look at the data.

Hi @lee mcdermott The originating application is the source application from where the BPM is being run. The Board Manager automations are part of the Board Manager app. Board Manager needs to know which app is using its automations. In your case, the BPMs are running against requests in Service Manager, so the originating application will be Service Manager. This lets the Board Manager app understand where the updates are coming from so that it is able to understand the entity types that are being managed on the board. Hope that helps.

After moving the <br /> to before the </esp-condition> tag if I include some text after the <br /> stays where I put it. This suggests to me that there is some validation going on where it doesn't like a <br /> within a <esp-condition> tag unless it has text to go on the next line after the <br />.

Hi @will.good I've taken a copy of the source that you provided and when I save it, the original placing of the <br /> is still the same. The one thing it did do is remove the two </span> tags on this line and the final </td> tag at the very end as it must have identified that there weren't opening tags for these. This suggests to me that there are some automatic tweaks being done to fix what is perceived as an issue. It might be there there is something a little further up the email template that is causing a knock-on effect. After saving your original source content this is what I was left with: Kind Regards,<br /> <esp-condition contenteditable="false" expression="{{.h_customer_type}} = 1"><br /> {{session.FirstName}}</esp-condition><br /> <br /> <esp-condition contenteditable="false" expression="{{.H_fk_serviceid}} = 17"><br /> Franchisee Admin @ </esp-condition><esp-condition contenteditable="false" expression="{{.H_fk_serviceid}} = 15"> Salaried Admin @ </esp-condition> <span style="font-size:14px;"><span style="font-family:Calibri,Verdana,Geneva,sans-serif;">People Services Helpdesk</span></span>

Have you tried just using <br>? For HTML 5 <br> without a closing tag is preferred. The use of <br /> can be used for support on older browsers, but maybe there is something in the way we interrogate the file that is causing a hiccup.

Hi @Emily Patrick You mentioned that you checked that the user was not the owner of any documents. I just wanted to ask if you did this within the Document Manager Configuration. Here you can type the user's name and it will show the documents and allow you re-assign any that the user owns.

You may also want to check that you don't have one esp-condition tag embedding within another.

Hi @will.good I've seen this working before for exactly what you are trying to achieve where URLs are based on if you are an external customer (contact) or an internal customer (user) to send the user to the correct portal. When you say "the link is lost" is the text for the link there, but you just can't click on it? Or is the entire link not visible? Have you had a look at the source to see if there is anything odd going on there? Have a look at the start and end of the ESP condition tags <esp-condition></esp-condition> and make sure that the link is within these tags.

Hi Tracey, Difficult to say. I see that you have Premier Success. It might be worth raising a request with support to have a look, as they will be able to look at the underlying data to see what might be causing this.

Hi @Art at BU While testing this I found that in certain circumstances you will get this error when it tries to create the new compressed file within the folder that our trying to compress. Try changing the path for the new file to a different location. For example tar -a -c -f ..\myfile.zip * which will place the new file one directory level up from your current folder.

Email Notifications to customers for manual customer facing updates are controlled through each service and on each request type.