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I've noticed this too - you set a font (make a change) and the font default to I assume the above setting (times roman). I just reselect the text and make sure I click on the font/size I need. Its not obvious when it changes so something that shows the text as it really is would be great. Nasim

@Steven Boardman thanks for the fast response Nasim

I sometimes have to use the Change Customer option for request. The button does the job nicely but it doesn't record who the original requestor was, so I know who the new customer is (recorded in the timeline) and can see the new customer in the details of the ticket but not who originally logged it. If you need to change it back to the original requestor you have lost this info. Can we add this bit to the timeline - something along the lines of "The customer for this request was changed to Nasim Gani from Joe Smith" Regards Nasim

Thanks @Bob Dickinson, its not a big issue but would be nice to get investigated...I think its a simple fix, but then I'm not a developer/programmer Nasim

Yes I've ignored this issue because we have been using LDAP import tool too, but adding teams to one user is easier to do from the above screen. That's why someone in the @Hornbill Support Team should look and fix it (or at least reply ).

Thanks for the info @Lyonel I didn't think we had access to do this via SQL - I'll have a chat to my admin who is more familiar with this approach. My issue is the UI for adding teams to a user (see my first screenshot) is not working as I think it was intended - you should be able to add multiple teams, but this is not the case. Nasim

It is a little quiet on this post - but I think the above "adding groups to a user" is a defect. You get the impression you can add multiple groups but you can only add one at a time (saving after each addition) As I said you can add multiple users to a group. Nasim

I'm happy to rejig our BPM if it will allow emails to be sent when we use the multi-select action - are you able to post an example of a working BPM? Nasim

Is there a fast way I can add a user to all our organisational groups (its for our head). At the moment, because of the above issue, I'm going to have to add them one at a time (saving as I go) until the 50+ teams are added. He wants to be able to view all tickets, and have the ability to update them. Is there a special role to cover this scenario? Regards Nasim Gani

I've run a test of resolving multiple tickets and while they did resolve, the resolution email did not get sent out. The Service Portal shows the tickets as resolved with my resolution text - but no email, is this expected behaviour? Regards Nasim

@Rohit Govind in your request list make sure you can see the Service and Type column. When selecting multiple tickets they have be the same (eg. IT Support and Incident). Thanks @DeadMeatGF but you don't know which services the owner can see (so you could lose them all) - as I mentioned previously I'm happy for this to be a toggle on/off or a special role but I need to be able to ignore Services and Types. I my situation I need more flexibility as I have the same analysts supporting multiple organisation. Regards Nasim

Hi @James Ainsworth Any help you can provide in this area would be great - thanks Nasim

Hi @Chaz While I appreciate some customers may want this, I would say more customers would want this restriction removed. This is a real issue for us as we manage multiple organisations with the same resources, so I need more flexibility in this area. If you want to restrict this with toggle on/off or a special role please look into this again. Great we can do things with multiple tickets - but when I need to use it I don't want the restrictions (Service or Type). Regards Nasim

Yes working to Service Requests and this be extended to include Incidents? Nasim

Ah - no I was looking at an incident....are there plans to allow incident to the cancelled too? Nasim

Currently when an analyst assigns a ticket to another team we want them to also select a user too, I can see the Team is mandatory when clicking on Assign. Is it possible to also make selecting a user (in that team) mandatory too. I appreciate some companies would not want this, so a toggle on/off would be handy. I'm also interested if anyone has a good way of stopping a ticket being left unassigned in a queue.

Hi @Steven Boardman I've tried the above on my account and can't see the cancel ticket option in the Service Portal, am I doing something wrong. I noted you said Service Manager Build 943, but we are on 935 is that why I can't see the cancel option (but do see everything else - Self Service Request Cancel role and guest.servicemanager.portal.request.enableServiceRequestCancellation setting). Nasim

I don't think this is fixed yet - @James Ainsworth sorry I missed replying to your comment. We can't risk closing a ticket that the customer reopened - that would annoy them too much. So I'll wait till we have something that takes this scenario into account.

We just noticed activities are also not available on the iPhone - a manager wanted to approve a change (we do it using activities). This was not available on his iPhone (anything on the right side of the screen was not visible) Regards Nasim

Internet Explorer 11

Hi @Daniel Dekel I'll have to take your word some customers like that control to add the time - in my example below (counter 2.png) I would struggle to use it to add 08:00. And Victor's workaround (which would actually help) to paste the time from notepad only supports my point the control is overly complicated. Also if I click a second time in the date or time box I get this other drop down which is not helpful at all (see counter 3.png).

Hi @Victor and @Gary@ADL You beat me to it - I wanted to post exactly the same question. We can customise most templates but the ones the come from noreply@live.hornbill.com (eg Request X has been updated by the customer) can't. It would be good if a little more info could be included - eg what was the update. Regards Nasim

Thanks @Daniel Dekel Following your explanation, I can see the seconds have been removed for me, can I do this globally for all analysts? I'm happy entering 09 rather than 9 (which I am doing), what I don't understand is the need to display the time as shown below (it is to cumbersome to be useful in my opinion), just displaying 00:00 would be enough of a prompt to me to type 09:30. Regards Nasim

I assume as they are using the "live" url, they are an analyst - are the member of the team the ticket is currently in. Nasim

We noticed this issue a while back and I haven't seen it in a while, possibly as we are running build 920. I think its related to the Harry Hornbill System Notifications - if you view these that may stop that box (as a workaround).