James Ainsworth

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

Hi Claire, Thanks for your post. We have chosen to provide a library of icons rather than allowing the unloading of custom images. The idea behind this was to provide a consistent view and styling throughout. We use Font Icons which render quickly, and are easy to work with when it comes to size and colour. The library of icons is updated regularly and the number of icons available increase with it. The icon for a service is used in many places and the same icon can be displayed as a large icon on the Portals, to a very small icon in a list. In this example we are able to combine two icons to show a relation between a Service and a Request Catalog Item belonging to that service. We have not dismissed the idea of providing a way to upload custom icons, but there isn't anything planned in the short term. Regards, James

Hi Martyn, Thanks for your post. While the front end in the Services Forms provides Service specific sub-statuses, in Administration you can created global sub-statuses. The one area that might need some consideration is for a Service to exclude a global sub-status. Regards, James

I just wanted to update this post so say that a feature for including a Start and Expiry of a Bulletin has been provided in a recent update to Service Manager. Regards, James

I just wanted to update this post so say that a feature for including a Start and Expiry of a Bulletin has been provided in a recent update to Service Manager. Regards, James

I just wanted to update this post to let you know that some new settings have been provided with the latest update of Service Manager. Enabling these settings will enforce that the last item in a category tree is selected. There are separate settings for the Request Category and the Resolution Category. guest.servicemanager.request.category.closure.enforceLastItem guest.servicemanager.request.category.request.enforceLastItem Regards, James

I just wanted to update this post with information about our latest release. As of Service Manager build 1189, there are now options to control the size of the service icons, the number of icons available per page, and which information is displayed along side each service icon. This will cover some of the requirements discussed above. Requirements that were not included will be considered in future releases. Please see the following post for more information. Regards, James

I just wanted to update this post with information about our latest release. As of Service Manager build 1189, there are now options to control the size of the service icons, the number of icons available per page, and which information is displayed along side each service icon. This will cover some of the requirements discussed above. Requirements that were not included will be considered in future releases. Please see the following post for more information. Regards, James

Yes, that is a possibility. These are the types of ideas that we are considering for that change.

Hi @Drew Davies There is API documentation for this here. The two parameters you would be interested in are these... Regards, James

Hi @Paul Alexander I believe that the challenge we will have here is that there can be more than one authorisation and therefore multiple notes. While we were able to do this for a single task, we will have to look into how something similar can be achieved with multiple authorisations. Regards, James

We do have a change in our backlog to look at this. There are challenges with this as the the original customer of the incident may have provided information that they do not want to share with co-workers, and as the connections are under the control of the Service Desk, to share that content to other end users without the consent of the original customer, this is likely to cause problems. I would be interested to hear feed back about concerns or questions about the sharing of requests without the knowledge of the original requester. Regards, James

Hi @samwoo In our plans we have a change that will be adding the Document Manager plug-in on a Service in the same way that we have recently done for a request. These documents could then be presented to users of that service. I didn't want to talk too much about this as I has sensed that you needed something over the next couple of days and I was trying to think of any alternatives that could be considered today. More linking to documents both to Document Manager and external document sources is a good step in extending out where help information can be stored. If you think that having the Document Manager plug-in on a Service would help you, I'll add you to the change. Regards, James

Hi Ulrik, Thanks for your post. Once a request has been raised, a BPM workflow can't be assigned to it. Unfortunately, merging can't be done either. You can use the Linked Request option to raise a new request. This will carry over some of the information from the original request and create a link between the two so that the original timeline can be referenced. I hope that helps. James