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@Adrian Simpkins Perfect I've added the field and it works! So steps needed: 1) Enable the option in the services > configuration > per request type to enable an email to the customer on customer facing updates being added to a request (Thanks @Steven Boardman) 2) Amend the template (as indicated by Adrian) - default is set below (under Service Manager settings) guest.app.requests.notification.emailTemplate.customerTimelineUpdate The email template used to email a Request's customer on Timeline updates with "Customer" visibility. This notification can be enabled via Update action in "Request Config" tab of a Service. CustomerTimelineUpdateNotification 3) Add the variable RequestLastActivity.H_content, which is RequestLastActivity - Content Preview in the drop down (see below) Then when you update a request the email will contain the actual update. Nasim

Yes its possible, we have this working on our instance but I'm struggling to find where the settings are - hopefully someone who can remember can add it here. I'll keep looking....just note they don't get to see the actual update but a generic message saying the request was updated. Previously this didn't happen so its a big improvement, but it would be even better if the actual update could be included. Nasim

I've found if the task is assigned to a team (not role), only those members of the team can open the task. So you could create a new team eg. Change Approvers and see if that restricts access. Nasim

Have to agree with @HHH so a +1 from me Nasim

@Adrian Simpkins glad to see it wasn't just me having this issue

I've seen this happen when you have a project manager role (eg. Project User) but not an application subscription for Project Manager, although I think it shouldn't stop you using the other hornbill apps (eg. Service Manager) this is the error you get. Removing the role or adding more application subs fixes this.

I think this may be related to an issue around email updates not working when the customer updates the portal. See Email analyst when userupdates a call from Employee self service portal - Service Manager - Hornbill Community Forums Nasim

Hornbill have come back with the below: Following the investigation into the issue you reported (Portal update from request customer does not trigger an email notification to the request owner) our developers confirmed this is caused by a product defect (ref: KE00166043). The fix will be available in the next Service Manager application update. ETA for this update is currently 2 weeks.

Hi @David Paler I think the notification and status updates are related - I've raised this with Hornbill Support and this will hopefully be fixed soon Nasim

I've just had some analysts report the customer portal update notification isn't working. Checking back they say the last one they received was 15:38 on 21/01/21. I've tested today and can confirm I didn't get the email when the customer updated the request via the portal. Other notifications which use the noreply mailbox are ok (eg. change of sub-status). Nasim

I'm getting reports the portal update notification is not working - I'm trying to find out when this started (as its been fine). Is anyone able to confirm they are getting them (our other notifications are working ok) Nasim

Hi @Victor It looks like our searching is affected, we are not getting results when using the global search box - do we need to re-index the database? Global Search Stopped Working Randomly - Service Manager - Hornbill Community Forums If so shall we do this out of hours. Nasim

Yes its back now. Nasim

We are getting Error Could not connect to instance: timeout Is this just our instance?

+1

We would be looking to use Asset Management shortly - your enhancements would get my support +1

@Steven Boardman we want to migrate to the Employee Portal in stages via our companies (we have 4). Is there anyway I can get the redirects to work while this is happening, or is it all or none. Nasim

Thanks @Daniel Dekel I can see this translation is configurable from Home > Applications > Hornbill Collaboration >Translations enter "make" Nasim

As all our customer should be using SSO, I wanted to rename the Hornbill Direct Login label to ensure it wasn't used. Although I think I see where this can be amended it is not changing (eg. "Admin log in"). I've gone to Home>System>Security>Manage Login Is there something I missed?

Is it possible to edit the navigation menu - some of the pilot users reported they thought they had to click on "Make a Request", rather than the catalogue item (eg Report a fault) If they can't be edited, could we make the list look more like a menu (boxes more bolder), or better still rename it - something like Catalogue Items

@Steve Giller Thanks for the update, and to @WFMKC for posting. Can we copy/move this post in the Employee Portal discussion area. Nasim

@cchalmers Yes I like the idea of importing the calendar too into O365.

Hi @TrevorHarris We were getting this issue previously, but today it looks ok for us (we did the clear the cache earlier this week - after the patch issue). I'll let you know if it returns. Nasim

Same here Crl + F5 then restarting the browser fixed it.

@Steven Boardman Thanks for this - I hadn't noticed it in other locations, do you have any examples where I can check. Nasim