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Hi Ehsan Can you look at our instance as our analyst all have the same issue - when they try and access "my dashboards", they are just getting the spinning logo Nasim

Be great to get the results in a request list view - this would help 1) for export 2) sorting (eg. date order) Are there any plans to improve this - I like Lauren's idea of being able to link the results to problem etc Nasim

Internet Explorer allows the spell check (via the CK Editor) to work without Crl + Right Click - but we find IE much slower to use than Chrome. Nasim

It would be great if we could highlight a VIP in the request list view - customers have to use the portal to submit request so we don't generally select a customer. Having the option to add colours to the rows might be a way of doing this Nasim

I spoke with @Samrai and @Paul Davis yesterday and discussed the possible of having an option to override the BPM to force this sort of change. Appreciate a lot of things my not work (progressive capture) etc but I think its one of those things that is more helpful for us - especially where the I know analyst will rarely do something that takes an additional 2-3 clicks (if its not really causing a big issue to them). The bigger issue here is the reports for Service Requests and Incidents

Best option I found is to use the "linked services" option - so I resolve the incorrect request and create a new one. Using the link request option copies most of the data into the new request - but you can choose the correct service.

We traced the issue to a Microsoft security update - if you have updated IE11 to version Version: 11.09600.19101 Update Version: 11.0.75 (KB4343205) See https://support.microsoft.com/en-gb/help/4343205/cumulative-security-update-for-internet-explorer, check out known issues section and fixes. We are rolling out 2018-09 Cumulative Security Update for Internet Explorer 11 for Windows Server 2012 R2 for x64-based systems (KB4457426) which has fixed this issue for us.

Hi Gerry Thanks for feedback - at this time I haven't got anything to add. Nasim

@James Ainsworth I know this one is heavily wanted by your customers - can you ask the team to have a think about getting this into the 90 day schedule. The amount of work needed to get great benefit for us seems like a no brainer. So a big +1 from us. Nasim

Is the difference down to the you not adding the latest users via Home > Hornbill Service Manager > Application Subscription widget Not really understood what this is even needed (any explanation from the experts would get a "like" from me) Nasim

Still not clear why we even have two options forraising a request via the analyst (live) portal - hopefully someone here can let me know. Nasim

Can we disable/enable this feature I have some services (finance) where they do not wish to allow analysts to be able to delete attachments? Nasim

@Steven Boardman, @DeadMeatGF I've seen this error too. On request SR00246717 in our instance, nothing special about this request but I can't restart the BPM. This request was reopened by the customer - so the HUD is showing resolved, but the status is open. Anything I can do to repair the request? Nasim

This one comes up often from our customers (and we are 100% portal based) - we still send emails out and this is still the most preferred channel for communication with staff. Especially as they get these emails on their smartphones. The update option doesn't notify the customer - so we instruct our analysts to use the email button. You can disable the update option if you want so its not visible (but I think its useful when you don't need to notify the customer). If you were present at the Hornbill Insight (last week) @Gerry mentioned a new customer app (as opposed to the webpage) which would be great for us and would help reduce reliance on emails. Nasim

@Victor, @m.vandun Do let us know if this does work as it would be a useful workaround for bulk emailing Nasim

+1 Bulk use for email is something I would like to see too. Nasim

@HGrigsby You should use multiple action button, disable the option which restricts you using the same service/ request type (see below) and then you can do 50-70 tickets at a time (but not worry about the service/type). A simpler option would be to ask Hornbill to do it using your Premier Support (if you have it). They can script this sort of request. Nasim

@Gerry Great event yesterday - always good hearing what is on the road map. My favourite bit is the Q/A's. Yes it is hard seeing new things (eg. I missed the Insight discussion you started in March, and Hornbill Academy around Change Management in Hornbill). I tend to stay in the Service Manager forum most of the time. I'll have a think about this and post if I have any useful ideas Nasim

This has caused another data breech issue for me - one analyst was trying to be "helpful" on another analyst's request. So now the customer and owner of the request are both very unhappy. The system must know who is the current analyst (eg. who is pressing send). Please can this urgently be looked at again. I'm sure you ALL your customers would appreciate a new field to be used in email templates ("current user"). This is something most would expect is there as standard. Regards Nasim

Thanks @Harry Shah I'll disable the setting - but may raise an incident as it sounds like we shouldn't be getting an error with duplicate handles (unique log in id's). Nasim

A bump in case anyone else has notices issues with duplicate handles.... Nasim

Is there a negative impact to setting this off (api.xmlmc.uniqqueUserHandle.enable) - when we started with Service Manager I don't think this setting existed or was enabled. I'm now finding issues with our LDAP import where new customers didn't get created (due to having a duplicate handle). I'm also seeing errors were existing staff (with duplicate handles) are having issues raising tickets via the customer portal eg. if there are two Nasim Gani handles (with different login id's) one of the accounts can create request, but the other can not. I think disabling this setting will solve both issues but wanted to make sure I'm not introducing something new. Nasim

Good news - thanks for the update

We would be interested if there was an easy way to do this (to keep the customer updated of the current owner). It would stop them chasing the wrong analyst. Nasim

@Victor Appreciate you are probably guessing why the info wasn't documented but it would be better to include it so we as customers are better aware of why our users report a fault which is now fixed. Nasim