[Small Email window]

Hi Mark,

Yes, we are aware of the issue, and it has already been fixed in the next Service Manager update, which is aiming to be out later this week.

Thanks,

Ryan

[P1 Board - auto refresh, changing priority]

Hi Nasim,

Sorry for not getting back to your question earlier.

This has been discussed internally, and at this stage there are no plans to apply the autorefresh to the current boards. The boards component may be replaced, and I would hope this functionality will be part of the new component.

Thanks,

Ryan

[Requests - Locking and unlocking actions]

The request for this issue has now been resolved. 

The BPM will now trigger an event to refresh the request details without waiting for a timeline entry. 

This will be in the next update - build over 1013

[Requests - back arrow from Timeline View - Page not found]

This issue has been fixed in the latest update of the mobile application.

Ryan

[Feedback on FAQ's]

Hi Paul,

Currently the helpful/unhelpful buttons are the only method for the user to provide feedback regarding a FAQ.

Ability to provide comments on a FAQ could be a useful feature.

Ryan

[Adding organisation to a user - only one at time]

Hi,

This is expected behaviour. 

The current organisation structure only allows a user to be associated with a single organisation. That is why the first value is replaced by the second organisation, as it is assuming you are updating the value.

Ryan

[custom value has stopped being picked up]

I have had a run through, and everything appears to be working correctly.

In your screenshots, the field h_custom_a appears blank. This is the field it appears to be be setup to add the value into in the right hand pane. However in the middle pane, the text not being replaced is h_custom_1. Is your email setup correctly? Has there been a change in fields from custom a to custom 1?

What field is setup to be displayed on the request details?

Ryan

[Restart a ticket afterBuisness process error]

If the user has the Service Manager Application Right A "Restart BPM Process", then when viewing a request with a failed bpm, a restart icon is displayed to the right:
 

I do not think any of our roles have this right by default, so you may need to create a role, and assign it to those users requiring this.

Thanks,

Ryan

[Service Desk - Enable Assignment]

Hi @Kelvin

This is an issue where the validation is only checking the current page of results. A defect has been raised with the Dev Team.

Ryan

[Self Service Portal - Site disappearing]

Hi,

There is a problem when updating the category of a request. This has been investigated, and a fix is awaiting release.

Ryan

[Customer Portal: Defining certain colours.]

Hi @Alex8000

I have added the image to the ticket.

Ryan

[Notifications not displaying correctly]

Hi @Melissa Gurney

Im not seeing an image attached to the forum post - did you miss adding it?

Ryan

[Double tickets created]

Hi @m.vandun

Sorry, it is still being investigated, and we are still trying to replicate.

Ryan

 

[Customer Portal: Defining certain colours.]

Hi @Alex8000

It looks like these icons have been missed for customisation. A ticket has been raised internally.

Color vs Colour - surely everyone is happy now we use both!

Ryan

[Logging a call refresh issues?]

Yes, this is a new feature being developed. 

In regards to the request details not updating until after a page refresh, the application will soon be listening for BPM updates (not just timeline updates) and will refresh automatically, which will hopefully mean the bpm async setting can be turned back on.

[Searching for Customer when raising a request]

Hi @nasimg

You are correct, this component limits the result set to the first 10 results.

Ryan

[Task assigned to old owner]

@m.vandun

I agree that the application (Service Manager) is not integrating very nicely with the platform (Business Process Engine) in this situation. I will raise something internally to investigate a better solution.

As it stands, the BPM does not have an understanding of what a Request is, so does not currently have a method to get the current owner.

This means that @Alex8000 is right, every time you require the current owner to assign a task to them, you will need to "get request information" task directly before it.

[Task assigned to old owner]

@m.vandun 

The image I posted would handle the situation whether you are modifying the owner in or out of the business process.

Perhaps you could post an image of your business process? 

Are you able to add a second get request details after the first task and before the second?
 

Ryan

[Customer Portal - Organisation Request not showing for users who have not logged a request]

@nasimg

I would expect it to be some time next week, sorry for the delay in getting this.

Ryan

[Site Search issue following patch]

@Melissa Gurney

Yes, that's right, there will be another build this morning. I believe the team is creating a patch now which should include this fix.

Thanks,

Ryan

[Site Search issue following patch]

There is an issue which was released as part of 2.33 where the filter was not applied when using the Progressive Capture Site form. This is why it is returning all sites, and the fact that all sites is a lot of data, means it appears slow.

I believe there will be a patch early this morning, and the fix for this should be included.

Ryan

[Customer Portal - Organisation Request not showing for users who have not logged a request]

@Martyn Houghton

I can confirm that the fix was not included in 2.33, and that the fix for this problem is in 2.34

Thanks,

Ryan

[Performing action on multiple calls]

The assign button is only available if you have selected the same request types, that have the same Service.

As assignment can be determined by Service - limited to teams supporting that service - assigning requests for different services is not allowed.

Is that perhaps what you are encountering?

Ryan

[Counter included in ticket]

What "each action" means, is each Request Action on the request details, such as when providing an Update, or Resolve etc

Hopefully you will have access to our documentation:

https://wiki.hornbill.com/index.php/Configuring_the_Timesheet_Manager_Pluggin_for_Service_Manager

https://wiki.hornbill.com/index.php/Using_the_Timesheet_Manager_Pluggin

This will be release in SM 2.33

Ryan

[Report on billable tasks on requests per Service]

No problem Alex.