Ryan

Perhaps a small thing, but I think the Rule Expression is case sensitive. When I add subject from the Rule Parameters drop down (just above the Rule Expression with the envelope symbol) it is added as "subject" rather than "Subject". Are you able to try with the lowercase variable? Ryan

Hi Martyn, We have been able to replicate in-house, so the dev team should not need anything further. Thanks, Ryan

I have logged a problem ticket internally, and this will now follow our normal defect process. Ryan

A change is logged to review the available list of variables. This should make sure that new fields are added to this list. Ryan

Hi Alex, I think the issue you are encountering is that your join clause is referencing a table you are yet to include. The generated SQL will be something like: JOIN h_itsm_services ON h_itsm_services.h_pk_serviceid = h_itsm_servicesubscriptions.h_fk_serviceid JOIN h_itsm_servicesubscriptions ON h_itsm_servicesubscriptions.h_fk_subscriberid = h_sys_organisation.h_id It is trying to reference the subscriptions table when the services table is joined, before the subscriptions table is joined. I would remove the h_itsm_services table, and then add it at the bottom of the list with the same criteria. I hope this helps Ryan

Hi Mark, I have tried to replicate with the version of Service Manager you are using to no avail. If you raise a call with our support desk: https://support-works.com/request/ they can assist you further. Ryan

Hi Mark, This will require further investigation. To help with this, are you able to answer the following: Do you know how these requests were being raised? Is the agent raising the Service Request from Email, Autoresponder, Linked from another Request, Manually? Did the agent use a Service Catalog Item? Did the agent use a quick log template? Ryan

Yes, that is the right translation string for the customer portal: guest.com.hornbill.servicemanager.portals.portal.home.requestView.details.resolve.broken For the Service Portal, you need the following translation string: guest.com.hornbill.servicemanager.portals.servicePortal.home.requestView.details.resolve.broken

Just to clarify @Lyonel, this will be in a future release of Service Manager, not the next release

If you are using the Timesheet application, you can store the Total Time spent on Tasks against a request. Service Manager is currently working on a plugin for the Timesheet Application that will allow for call duration to be stored per action type of a request - this will be included in SM 2.33. For reporting purposes, you would be looking at 'h_timesheet_values' table, and grouping by 'h_related_urn' I hope this helps. Ryan

It could be the case of html escaping multiple times. Which is why we need to know where in the product this is being seen, so we can test with this and other special characters. Ryan

I have asked the team if there are plans to increase the number of custom fields for an organisation. Should have a response for you soon. Ryan

Hi Martyn, It looks like the setting you are looking for "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility " is not being respected. It is constantly using the default value of "customer" rather than the current value. This has now been fixed, and will be released shortly Ryan

An update on this, the build has not gone out globally as yet, it has been created and is currently going through our testing process. The improvements will be in Service Manager 2.28 which should be out early this week. Thanks, Ryan

The SM team have been implementing some of the optmisations outlined above to the logRequest process this week. The result is a noticeable increase in performance, with other methods still being investigated. The team will be looking at releasing the improvements made next week, and applying what was learned during this process to other existing areas of the SM application over the coming weeks and months. Ryan

Hi G, From my understanding, the record has colours: Yellow - request updated by someone other than the logged in analyst Grey - request is on hold Red - request is not assigned to a team, usually only available to the admin As for the request service levels, SL column in the request list uses Black - not available Green - met Blue - ongoing Red - breached and still ongoing Yellow - breached but has been marked Ryan