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nasimg

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Posts posted by nasimg

    Customer Notifications of Request updates

    in Service Manager

    Posted

    @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)

    image.png.453cc0e0d8c203003df7f48f4444d4ab.png

    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)

    image.png.fcb553d8cb386016bd0b77b522dea496.png

    Then when you update a request the email will contain the actual update.

    Nasim

    • Like 2

    Customer Notifications of Request updates

    in Service Manager

    Posted

    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

    Unable to logon to Hornbill today

    in Service Manager

    Posted

    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.

    • Like 1

    Notification type to request owner when customer updates a request via the Hornbill portals - not working

    in Employee Portal

    Posted

    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.

     

    Notification type to request owner when customer updates a request via the Hornbill portals - not working

    in Employee Portal

    Posted

    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

    Edit the navigation menu

    in Employee Portal

    Posted

    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

    image.png

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