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Hornbill Service Manager (1040) has a New feature in the Update: Update multiple Requests from the Request list. Please can you provide some additional steps/guidance as to how this works? We have tested using the Request List option as well as using Email\Apply to Request but unable to match multiple requests, in order to update more than 1 Record. Thanks.

@Ehsan @James Ainsworth Sorry to chase but has there been any movement on this issue please? I've just had the below email from the user base:- "Hi Shalesh – can you please chase Hornbill again about the progress on getting this feature added? Harry has just had a detailed update wiped out because I was updating at the same time and is now having to re-write it all over again and just pray/hope that no-one else updates this request in the meantime."

The new update, with the improved layout of the attachments is a great help. However, If we are able to configure the system so that a preview of the attachment becomes possible, that will be excellent. There are daily occurrences where customers will email us an attachment but they will also insert an image on their email. They will also have logos/signatures on their email so currently, there is no way of determining, which attachment is the logo and which is the screen dump. Thanks.

@Victor Appreciate your advice. I have enabled this setting and Active Requests for Organisation now displaying correctly during progressive capture. Thank you.

Morning @Steven Boardman Many thanks for the advice. We have implemented that change now by introducing a new branch but it is not showing any Active Requests for our Organisation. I have attached screenshots of the new progressive capture as well as a search from the Organisation details, which shows 4 current open Requests. We wondered if this was because this particular customer did not have Portal Access so we switched this ON but it did not make any difference. Kindly advise if I should refer this to Support?

Currently, when you raise a new Request, the system searches by the customer name then displays all Active Requests that they have logged (Screen shot attached). For the purposes of avoiding duplicate Requests to be raised, it will be useful if this list displayed all Active Requests for the Organisation. We have numerous customers who work in different departments but they log the same issues individually. Having a (or an additional window for) Active Requests for the Organisation View will enable us to review their current Open Requests prior to logging a New Request. This will therefore, enable us to stop duplicate Requests being logged. Active Requests.docx

@Daniel Dekel - Please see attached queries from my department, following application of Build 669. Shall I start a new thread for our issues? Alert & Notification Change_July2017.docx

@Ehsan Morning - thanks for getting back to me. Happy to do a screen share a demo the issue, if that helps you to see me replicate the issue on our Live instance.

@Ehsan @James Ainsworth Hello gents, any further updates on this please? I am still getting uses complaining that when they are in the middle of composing an email but then another analyst will apply an update to the same Request, it will cause the whole draft email to be lost. It is causing a lot of inconvenience as well as additional/duplicated work. Thanks.

Thanks @Victor We Tested using "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibilityDefault visibility value for use when an operation creates a timeline entry This worked well in terms of the Initial Validation activities as it took the timeline entries down from 12 to only 3. But, this also meant that when we take Requests Off Hold, we could not see the update unless Visibility was changed to Team. The knock on effect is that we have had to revert to the old setting, so that we can see when a Request comes Off hold so now we are back to where we started

Further to recent update via Topic:8266-attachments-on-inbound-emails , we use the manual update option for Emails and this is certainly helping us in reduce the number of unwanted attachments being added to our requests e.g. twitter/facebook/Company logos, etc. As you will see from the example email we received Attachment email.docx, it has 2 attachments, that has been correctly identified when we select the 'Apply to Request' option. However, it is not clear which is which as the image has been inserted by the customer into their email. 1 image is customer screen shot, the other image is their Company logo. As such, It will be really useful if this could be further enhanced to include a 'Preview' option so we could identify what an attachment is before we select or deselect it from here (see screenshot below -Add Email.docx) Alternatively, if we are able to Open the attachment from this same pop up screen Add Email.docx, they will be a compromise. Thank you.

We are facing a similar issue. A customer will use the self service Portal to raise a fault. This will be assigned to a 1st tier analyst and by the time this is validated and passed on to 2nd line, 13 Timeline (Customer Viewable) entries are created. This is of no particular interest or of Value, to the customer not to the 2nd line analyst - Screen shot attached. When the Request comes off hold or customer confirms resolution, numerous time entries are created. Along the same lines, where logos, etc. are removed, this is again added to the timeline and analysts are having to scroll through numerous entries, to find the important update. Can a setting be introduced please, to control whether a time line update is made and also the visibility of it if it is? Activity Updates + Visibility.docx

@James Ainsworth Hi James, Could you get one of your Product Team members to review this post please as we are still having issues with updates being wiped out, if a another analyst has gone in to the Request, to update the information? Thanks.

Reports are currently under the Administration section, meaning that only members of management team can access them. We have a Report that my 1st tier team use daily (Home\ Hornbill Service Manager\ Reports\ On Hold Until) As with the Request List\Shared Views, is there an option to share the Reports or giving staff access rights to run reports? Thanks.

Thanks @James Ainsworth Tested and now able to amend visibility, where a comment has been made on an update. This certainly helps. Much appreciated.

@Ehsan Thanks for your email. In that case, could you look at extending the search option in order to include the Organisation's Request, in the Binocular Search feature?

When our customers log on to the online portal, there is a search facility available. Some customers (where enabled) are also able to View All requests for their Organisation. However, although these users can see all their Organisations Open Incidents, when they use any of these numbers on the Binocular Search, No Results are displayed. Screen shots attached. Search not working.docx

Morning @James Ainsworth Yes, we have customers who support multiple organsations so additional information on the popup will be useful. If you could also advise how we could see/edit the content of the selected email please, we will try this workaround. Thanks.

Currently, when we receive an email and this relates to an existing Request, we use the 'apply email to request' option to process the email. Unfortunately, this initiates a Pop Up Box which is static and hides the background information. As the formatting on this pop up box is not right, it will be useful to be able to move the box and view the original Email content. It will also be useful to see who the Sender is as we have customers who work with multiple organisations. Ability to move apply to email box to view original email behind it.msg

Hi @James Ainsworth Many thanks for this confirmation. I have tested this via our customer portal and this is working as per our request, with the description box duly auto expanding. Much appreciated.

Appreciate your speedy responses @DeadMeatGF and @Daniel Dekel Looking forward to what could be proposed regarding the signature entry.

Many thanks @James Ainsworth Yes, we (team leaders) already utilize the Admin Option via the Admin Side. However, most of the time it is reactive and a situation/complaint has already been started due to the analyst not changing their Profile status via the manual action.

There are a couple of suggestion put forward by my team, where we respond to customer emails (i situations where we have not created a New Request from the Incoming email) (1) When clicking 'Reply' we would like the email trail to be copied on the response (2) Have the ability to Merge our signature details at the end of our email, to save having to re-type this information each time.

We have a BPM set up so that when a customer raises a new Request via Self Service, this New Request is assigning to the "Most Available" 1st tier analyst. The status is determined by what their Profile is showing. At the end of the working day, 1st tier analyst need to remember to change their status to 'Out of Office' then log out, so that they don't get any further validation checks for New Requests. We have had numerous incidents where the 1st tier analyst have forgotten to change their Status meaning they have been assigned new Requests, after they have left the office. As such, I am wondering if it is possible for the system to also check if the analyst is effectively {Logged In to Hornbill} before it assigns a new request instead of relying on their Profile Status?

Permissions to Edit Visibility once comment made on an Email Update Although we currently have an open forum thread for editing workspace comments {8402-workspace-ports-editing}, there is an issue where once an email update has been applied to a Request and then someone has commented on it or Liked it, we cannot change the Visibility from Customer to Team. The situation is that we have updated a Request from an internal email, It's been marked visibility as Customer (which is our standard default) and although at this stage we can change visibility to Team, if this update then has a subsequent comment against it, you can’t change the visibility from Customer to Team. The reason for this change request is that the internal email contains sensitive information which we do not want the customer to see. However, as the update has a comment made against it, we get an error message (see below) when we want to change the Visibility and therefore puts the Company in a risky position.