sprasad

@Victor Understood, appreciate the feedback and your assistance on this matter.

Thanks @Victor I have chenged the setting and that has worked, which is excellent. 1 more question please if I may, is whether the email can be sent to a central mailbox (where my team can pick them up from) as currently these emails are going direct to the Call Owner? Will I need to log this as a Change Request?

There is currently an open topic as follows:- The 4th item relates to customer updates via portal and the ability of the system to send an email, which is currently unavailable. As such, can you advise which is the correct Notification setting users can apply on their Profile please, so that they get a Pop Up Alert notification? There are a number of Notification Types available but it is not clear which applies for alerts, where our customer updates their Request using Self Service Portal.

Hi @James Ainsworth Do you have an update on this matter please as this issue is very resource intensive and it is causing a lot of work for our staff in firstly removing these unwanted logos, etc then changing visibility to Team as well as causing unnecessary updates on the Request (See page 2 of my screen shot) Attachments_2.docx

Another issue with this matter is when the attachments are removed, the default view is "Customer" so we then have to change visibility to "team"

We have reverted back as it wasn't workable. Also noticed that the Check Box to select an email is invisible and even when you click on it, the tick is white. Needs to be more visible. You could use the Preview page to update a Request, this would then move the email into Archive but shows as Unread giving the False impression that it has not been Read.

@James Ainsworth Thank you for that James, I have communicated this to all users on the Service Desk.

As a follow up to https://forums.hornbill.com/topic/9120-attachments-not-appearing-at-all/#comment-41948 could we have a similar feature where when we send an email to a customer and this has an attachment, the attachment is also viewable via the Portal. The situation we had was a customer used the 'My Organisations Request' to view a colleagues Request, who was on leave. They could see the email but they were unable to see the attachment, which had a SQL script for the fix. As they did not have access to their colleagues email, we had to send another email containing the SQL but viewing any attachment for your colleagues Requests will add a lot of value. The Ability for Customers to View attachments on the Portal for their Organisatons Requests, that were sent via Email, IMO will be really helpful.

Excellent, much appreciated. Thanks for your prompt attention.

Hi Daniel, Yes, that would work thank you.

Sorry, attached now. Organisation Extra Page.docx

In its current format, it is not very easy to read the information contained under the Organisation \ Extra Field as the column is so narrow (see screen shot for example) As we store quite a lot of Customer details under the Organisation form, it will be useful to have a separate Tab with a wider column width so that the information is in some kind of readable format. You could amend the current form so that the width is wider but it will be better to have a new Tab or Tabs, to store additional information. If the Tabs are customisable by us, that will be even better but not too big of an issue if this last bit cant be done. Having the additional tabs is the preferred choice.

We have now had Version 2.33.4 applied and note that when we update a request from an email, it shows as follows:- Email from:Dave TraffordSubject:RE: IDXIN00021220 Request ResolvedDetails:Thanks Shalesh The Email from is great but it would be even better if this could show us the full email address so we could distinguish between an Co-Worker and a Contact. The Subject Line, we believe does not Add any value so if this could be removed please. Thanks.

Further to this related Post below, all our Requests show as Open so it is very difficult to distinguish between New Requests versus Pending Requests. Is there any way to create a View to show all new Requests that have not been actioned by the analysts please as we are missing our SLA's due to the status only showing the Requests as Open. Our analysts have in excess of 300 open requests which is why we are finding it difficult to distinguish easily between the 2. We do not use Widgets at the moment.

Hi @alextumber It is the former, so external users where the Organisation already exist but the new person does not exist. Internal staff are all automatically added via Active Directory so this is not an issue. Thanks.

When raising a new Service Desk Request online, the Description Box does not auto extend after the 4th line. As soon as you go to the 5th line, a scroll bar appears on the right hand pane and line 1 moves 1 row up and becomes hidden from view. As users would like a full view of what has been entered, could the Description Box auto expand so that customers can see the full details of what has been entered?

@alextumber May I please have an update on this change request, as I note you mentioned in April about a 90 day Dev Window? This feature will be very useful for my team as the Old SupportWorks system had a button to "Create New Contact", where the contact did not exist. This was really effective and saved us going backwards & forwards to create new contact - which it is currently.

We would support this change as quite often, our customers use the portal to log their request. Quite often, they select the wrong service so we have to create a new "Linked Request" which is identical to the original but under the correct service. On this 2nd request, this may still come back to 1st line to advise that although a certain issue was reported, the problem is with a component so another linked request needs to be raised. Having the contents copied over on a linked request for the above scenarios will avoid my team from constantly flicking between 2 screens, to copy/paste the information.

@cchana thanks for your reply. We do already use that option when applying updates but my whole reply to this thread was about editing/deleting comments 'after' they had been added to the request. My Reasons/Rationale for requesting this functionality is detailed in my post.

On SupportWorks, where a request was being updated, it would Lock that record so that no other person could update it. Could the same be applied to HCP? We have found that it seemingly allows 2 people to update the request at the same time but as soon as the 1st person finishes and clicks on the Update button, the 2nd person will lose all their work. Having a system Lock and/or an "Alert" will help to avoid the 2nd party writing up their update all over again and hope no one else updates that request, when they try and update the request on the 2nd attempt. Copy of how this function worked on SW is attached, where lock message appears as a Pop Up.

On SupportWorks, we had an option to Edit the Diary item and this was really important, where we had to go back and correct the contents of the email. As 99% of our update are from emails, we have to remove the Disclaimer from the bottom of the emails and if we have omitted to do this when applying the update to our Request, there is currently no way of going back to correct the update. The same applies where the email has non-standard characters and being unable to subsequently correct this makes it difficult to read an update. The 2nd rationale for the Edit request is due to performance issues, where we use the "Apply" option to add email updates to our request, there appears to be no response from the back end server so users end up clicking "Apply" again after waiting for 10 seconds. The end result is that the same update is then applied 2 or 3 times (please see screen shot - image uploaded) with no option for us to delete. The 3rd reason for being able to Delete entries from the timeline is due to logos, etc. from email which get auto-added to updates. See https://forums.hornbill.com/index.php?/topic/8638-applying-an-email-to-request-auto-uploading-all-images-with-no-option-to-remove/#comment-39704 Every attachment we remove then gets added to the timeline and causes inflated update count on the requests and causes undue confusion, when reviewing these requests ((please see screen shot))Attachments_2.docx

This is a major problem for us as all our customers have logo’s in their emails and this is causing numerous issues:- 1. If not removed, you have to view each image in order to find the correct image 2. Clicking on the image doesn’t open image but downloads it and you then have to open using another app 3. You then have to close it if It's not the correct image then reopen the next one 4. In order to remove it, there are additional 6 clicks before it is removed. (On the case I have shown, there were 15 attachments that needed removing so a total of 90 mouse-clicks, on a single Incident) leading to RSI Claims. We receive approximately 500 emails per day so you can do the sum yourself. 5. Every image removal is recorded on the timeline so is creating additional updates which is not required 6. Unremoved logos use up our allocated storage space, which will incur premium charge from yourselves, due to our hosted arrangement. 7. Every viewed image is added to our Downloads folder and this again uses up our local disk space. We would prefer a similar option when we had SupportWorks where you were able to preview and remove logos at the outset.

Currently, we write to our customers then place the incident On Hold for 5 working days. If there is no response from the customer, we need to pick this incident again and then contact the customer again. We tried setting up a view using the status of Off Hold but this option is not available from the drop down. It will be useful to have an option of "On Hold Until" complemented with Calendar Profiling so that we can see all incidents which are to come off hold on a certain date. This I assume will help in some way with the topic raised "Being notified via email of a call that is off-hold.