nasimg

A workaround is to log the ticket without the attachment, and then reply to the email confirmation you get (containing the reference number) with the attachment. Your file gets automatically attached to your ticket in the timeline. You need to have the autoresponder rule set up to allow email updates to tickets.

@Keith @Victor- we have decided to delay updates (staying on 2.36.8 I think) to see if anyone reports issues after applying a patches ( a previous one severely impacted us). Now I see even that doesn't prevent problems - I can't believe a change hasn't been applied to the system or else why wouldn't we have seen this issue earlier. Its the whole reason we have operate change management - a working system shouldn't break. For the record we see the issue when customers try and submit a ticket with an attachment, although it seems more severe now I dealt with someone last night who reported the issue but when I retested with them the file attached ok. So maybe its an intermittent issue although it is becoming much more serious.

It'd be great to know whether this is possible or not. Nasim

Gerry Thanks for prompt response. Hopefully you'll see the issue in IE11 - I consistently get it on my personal windows 10 laptop. Regards Nasim

We use IE11 with SSO, I've noticed when select the identity provider (due to being a multi-domain organisation), we press "Select" twice. All other browsers (Safari, Firefox, Chrome) only need one click. Although most staff try a second click (after the first one) - its something that shouldn't happen.

We want our customers to be able to contact us regarding their tickets - on the live portal we can view the analysts contact card from the timeline, but this isn't possible on the service portal. See below - on the live portal, I click on Nasim Gani and his profile is display. This doesn't happen for the Customer using the service portal. I can appreciate some organisations do not wish their analyst details to be published, but we can choose what info we complete on our profiles or could the solution involve a configuration button to allow the analyst profile to be available (or not). As staff should be able to find this info from the company intranet/ contact directory/ emails, I don't see the point in restricting access. We want our Service Desk to be accessible - part of this is to ensure the customer knows who is dealing with their request (important for 1st point of escalations). Regards Nasim

Its been just over a month since the last update from Hornbill - useful to know whether this has got to the development team yet.

Great - this is something I'll be glad to see.

Agree definitely something we all need - useful to have a date (eg. within 90 days)

Is the work around to view the training or harry hornbill item?

Thanks for the update @James Ainsworth This should help but I'm wondering what if we get more than 10 results back - is there some sort of notification you could have Regards Nasim

We can't replicate it - but I have it on a screen if you want to remote in and have a look.

Thanks the details now open in Internet Explorer.

If you only use Internet Explorer as your main browser DO NOT update your instance to 2.36.6 as you get this issue (first reported Fri 11th Nov). Hopefully 2.37 will be out soon.

Thanks @James Ainsworth We found we needed a bit of extra config but now able to change this setting. Still means we have to also change the priority, but now the resolve time match the corrected SLA. Nasim

Hi Bob Thanks for this but we have followed the above instructions but are not seeing the edit option (cog wheel). Nasim

I think this issue looks similar to the ones reported below:

Hi @James Ainsworth Thanks - wouldn't it be better to remove the "Open" status below the ticket. This is misleading as the ticket may not be open. I'll look into trying one of your other suggestions for tracking tickets. Nasim

We see this too - just didn't get around to reporting it.

I've been using Bookmarks to keep track of important calls but noticed the status of tickets in this list doesn't change. It would be useful if they did reflect the real status of the ticket - otherwise I have to keep opening the bookmark to check whether the ticket is resolved etc. In the attached example IN00024569 is resolved but shows as open.

Hi @Gerry Your team do have access to our admin account so you should be able to log in directly. Issue we see is not from added more staff, but existing analysts are not able to log in. We have identified 3 so far (getting the above error), so something is not keeping track of the licences correctly....Although I haven't tested those users against the latest patch. I look forward to you getting to the bottom of this as we are relying on this subs menu to keep track of the licenses Regards Nasim

Hi @Gerry We have applied 2.36.5 patch, so after getting the errors with 2.36.3 (BPM and logging a incident which wasn't good), I've finally had a chance to test the initial issue with the subscription level error. This is error is still here. We are seeing this on approx. 3 accounts I'm aware of (possibly more) so would welcome any assistance in getting this issue resolved. Nasim

Thanks @Gerry useful background to why you default to User, but we need an easy way of working out if our analysts are actually using their licenses. We are trying to encourage greater usage of the live portal to staff who are not standard IT analysts, but do an IT function. If we can't easily check usage we will have to restrict access - which is something I don't want to do. We can run reports on call ownership but I was thinking of some type of user management reporting - even expanding on the last login time giving both Service and Live portals. Currently I see last login time but I'm assuming this covers logins to either portal.

That should work.

We are seeing similar errors following the 2.36.3 patch