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sprasad

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Posts posted by sprasad

    issue after updates last night?

    in Service Manager

    Posted

    Morning @Keith Stevensonregarding the performance issues, my team receive customer emails and they update the requests with these.

    So from the primary mailbox, they will move e.g. 3 of the 12 emails into their own sub-folder.
    The primary folder count will stay at 12 even though it should now be showing as 9 - but we can live with that just now.

    We will open the email to review the contents, remove historic comms, correct Safelink text to apply the correct URL, remove unwanted attachments then click on Apply to Request.  This is where the delay happens of approx. 7 seconds until the next [View/Close] screen is presented.  Clciking on View opens the request in approx 3 seconds - this is ok, so it is the Apply to Request where the most delay is experienced. 

    The 2nd element is for our chasing where the request is due to come Off Hold.  As part of the chase process, we will change sub-status to Pending.  This change takes approx 5 seconds to commit.

    issue after updates last night?

    in Service Manager

    Posted

    After the update last night, we have found that when we log new requests from an email that has attachments, these are not being added automatically.  Please let me know if you are also aware of this issue and/or need me to raise this as a separate support request?  Thanks.

    Move emails in bulk

    in Service Manager

    Posted

    At the moment we created an 'inbox archive <month>_<year>' each month in each of our 4 mailboxes.
    We then create a 6 month Archived Folder and move these from the monthly folder to the 6 month folder.

    We now need to move the 6 monthly emails into a central folder for each year e.g. 2019/2020, etc
    However, the 2 folders we have for the year 2019 has >50k emails and currently, you can only move 500 emails at a time.

    image.png.4abdda9dcd6cc7d7f9cc0937fa725781.png

    Is there any way to Bulk Move the whole Archive Folder to a new folder (similar to the options you have for "Empty Folder" & "Delete Folder"?)

    Preview UI

    in Service Manager

    Posted

    I could not see if this was reported on this thread, but the Request View is truncating the last digit, where it is a SR or CR.  Incidents (IN) are ok.  I asked users to Refresh but did not resolve.  Screen Resolution is 1920x1080 @100%.  Screen shot below.image.png.702d2861da8f1f268bb481cdebb56bd8.png

    Email update preview window has shrunk

    in Service Manager

    Posted

    Good morning @Ehsan
    Many thanks for resolving the issue which after a clear of cache and browser rest provides the new email content box.  Unfortunately, it is not the same as the previous size as the content box now takes up the whole rigt hand window pane.  Previously, this was diveided into 2 boxes
    1. Email content box
    2. Attachments

    Although the attachments window is present, it is now further down the page which involves additional mouse clicks for users.
    Can we restore the content box to its previous state, please?  Screenshot of issue below:image.thumb.png.a5cdbe3f682f13bbde2da33434cdfe5a.png

    Ability to change update visibility

    in Service Manager

    Posted

    Our 2nd Tier analysts cannot amend visibility of an update, if that has been submitted by another analyst.
    They believe it was working previously but stopped working in old UI and still not working in new UI.
    I provided the TL with this post (https://community.hornbill.com/topic/14826-cannot-change-visibility-of-emails/?tab=comments#comment-71786) and logged with support ( Incident IN00168636)
    As a result, the TL has asked if the config can be changed so we have these permissions:

    • the visibility can be changed by the User who made the post (current)
    • the visibility can be changed by a Service Desk Admin (current)
    • the visibility can be changed by the owner of the request (New Feature)

    Timeline not included in Print Out

    in Service Manager

    Posted

    Following the Service Manager 2223 update, we have found that timeline entries are no longer being added to print outs.
    Steps to replicate:
    Open any Request
    Click on the Print Icon
    Leave all tick boxes checked (including Timeline)
    Click Print
    Select Save as PDF

    What happens:
    image.png.e64d5eab0848e069fd725f0cdeeac8e1.pngPreview shows blank entry under the Timeline section.
     

    • Thanks 1

    Add Timer option when composing Workspace item

    in Timesheet Manager

    Posted

    Is it possible for Workspace posts have an 'in-post' time recording facility please?  Our users post fairly regularly and some are large announcements so they would find not having to record these posts' time elements as separate timesheet updates beneficial.
    image.thumb.png.adb53cd7983ddcfccd842905c8467648.pngBelow is an artist impression of what we would like to achieve, so you click on the Timer button, as soon as you start to compose your post and then stop it, once finished.
     

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