[Hornbill Outbound Mail Failing]

Hi MacLean,

Thanks for your post.  This was an issue that affected North American customers.  A fix was put in place about an hour ago.  Could you check to see if the outbound mail is now being sent?

[Amendments to Layout of Priority / Urgency in Incidents]

10 hours ago, IM Wiltshire said:

and the "None" option removed from the Priority dropdown please.

You can edit the "None" priority and change the status to retired.  Once retired it will not be visible to any user.  We are also looking at options for permanent deletion but one has to be a bit more careful in case there are any workflows or rules using the priority that is being deleted.

[Amendments to Layout of Priority / Urgency in Incidents]

10 hours ago, IM Wiltshire said:

would like the order amended

 

Hi @IM Wiltshire

The order of the priorities can be changed by grabbing the icon in the first column for the priority that you would like to move and drag and drop it at its new location.

 

[Amendments to Layout of Priority / Urgency in Incidents]

9 hours ago, Brhow said:

I can maybe fix it myself but i can even find the priority tab anymore

Hi @Brhow

The configuration for priorities was moved under the Service Manager Configuration over a year ago.  The old priorities tab under the Service Portfolio wasn't originally removed to allow customers some time to still access these settings in the old location while they learn about the new location.  Priorities themselves do not have any relationship with the Service Portfolio, so this location to configure request priorities didn't make sense.

I hope that helps.

 

[Hornbill Search Filter: Date]

Hi @AlexOnTheHill

Does the advance search on the request list provide the date fields that you are looking for?

 

[Disappearing Entity Explorer]

Hi Gareth,

Thanks for your post.

We are aware of the issue and we are looking to confirm the fix and when it will be available.  

[Too short life for support passkeys]

I can speak on behalf of customers that I have worked with that are under tight security regulations that the single hour access is a definite must have. 

[Minor but annoying bug in new UI]

2 hours ago, samwoo said:

This issue is unfortunately still unresolved

A change to this is being worked on.  The menu will eventually be moved to the right.  This is just waiting to work its way through the build and release cycles.

[Unable to delete capture forms]

A fix for this has been completed and it will be available in a platform release which should be available in the next week.

[Unable to delete capture forms]

Hi Lee, 

After reading your post again, I had missed that you were clicking on the trash can icon.  I had thought you were deleting individual forms on a capture workflow, but I now understand that you were trying to delete a complete capture.  

I have replicated your issue and reported back to development.

[Unable to delete capture forms]

Hi Lee,

Admin on it's own should allow you to delete capture forms.   There is another role specified in the Intelligent Capture documentation called Progressive Capture Manager.  Either should do. I have seen similar happen when a user session has been disconnected, sometimes to do with inactivity but can be caused by other things too.   Have you tried logging out and back in? 

[Request Insights]

Hi Will,

Not a bug.  However, the Insights is highlighting that when a request is created the status seems to default to the status of Open and then in the workflow you are immediately changing it to New.   I'll see what more I can find out.  I believe that some time ago the default used to be set to New and that may have changed over time as the majority of users may not be using response times along with the status of New.  If that's the case we can look into providing more options to what the starting status is.  

[Service Level not being picked]

Good to hear you have it working.  

[Automatic response on Closed requests]

This requirement had been discussed here

There is a change proposal in our backlog.  It has not yet been accepted for development.  We will continue to review the requirement and let you know if there are any changes in its status.

[Complete reference mapping asset attributes]

I'm pleased to hear that this has helped.

[Update / Comment Mentions]

Hi Will,

Thanks for your post.  Our development teams will analyze this API to see if there are any issues or if there are some gains to be made.   

[Complete reference mapping asset attributes]

I'm not sure if this is what you are looking for, but if you use the Entity Explorer you can see all of the attributes of the different asset classes.

 

You should be able to access the Entity Explorer under the Service Manager configuration

[Unable to add Time Spent]

That's great!  Let us know how the rest of the rest of the set up goes with setting the default categories and if the users can now see these categories.  

[Unable to add Time Spent]

When viewing the list of these categories, if you click on one of these such as the ITOC Training, does it not show a list where you can add users and a list of sub-categories?

 

It should look a little like this...

 

[Edit function in the timeline]

Hi Adrian,

Thanks for your post.

If you open configuration (Ctrl+Shift+s) and search on the word editPost and then select the Include advanced settings check box you should be able to see the setting below.

You can select which timeline entries that they can edit.  I believe is your case, you want the Update action.

Hope this helps.

[View attachments in browser]

@samwoo

It was in the release notes when it was released.  

I also mentioned here in this discussion so that those that were interested were aware in case they missed the release notes. I realize that not all support staff will follow the release notes or participate on the community form.  We did have something that we called "Nano Training" that highlighted small changes.  I'll talk to development to see if that can be re-introduced where appropriate. Harry Hornbill notifications are generally reserved for larger feature releases. 

[Unable to add Time Spent]

Could you check to see if your user account has the Timesheet Category Manager role?

[Minor but annoying bug in new UI]

Thanks for your post HHH.

From what I can see, there is just one extra click needed to take the focus away from the text box which also removes the styling toolbar.   The idea was that having the styling toolbar would save time when writing a resolution that contains links and other formatted options.

I think that there is enough room to adjust the positioning of the category picker so that it is always visible.  I'll have a discussion with development to see what can be done.

 

[View attachments in browser]

A new option has been released that allows you to preview an image file from the attachment section of a request. If an image file is detected, an image icon to the right of the name will be displayed.  Clicking on this icon will display the image without having to download it.

 

[Service Manager - Multiple queues for a user]

If the members of the managers team do not require request assignments, you can turn assignments off for either the entire team or for individuals within this team.  The members of the managers  would still be able to be assigned requests under the project management team provided they are also a member of that team.

https://docs.hornbill.com/servicemanager-config/administration/service-desk#enable-assignment

Let us know if this helps.