AndyG

Hi @Berto2002, My understanding is, you are trying to use an email template which is defined under the "ChangeRequests" email template entity. One of your screen grabs shows that you have the "Email Template Entity" option set to "Ignore". The information on the "Email Template Entity" option says, 'If not supplied, this option will be set to "Requests"'. Given this, I suspect that the node is looking for your email template under the "Requests" entity and can't find it, hence the error: "Email template not found..". Therefore, my suggestion would be to set the "Email Template Entity" option drop down to "Manual" and then select "ChangeRequests". Please let us know if this helps. Many thanks, Andy

Hi @Jim, @Andrew Parsons and @JJack, We have fixed the following defect. Please look out for it in an upcoming Service Manager application release. "PM00182444 - Broken asset link in intelligent capture"

Hi @JAquino, I'm not able to see any issues with setting and amending priorities on requests. Is there any more information you are able to give us? Is it happening for all requests? And all users? Is it only for requests using a particular service or workflow ?

Hi @Estie, We have fixed the following defect. Please look out for it in an upcoming Service Manager application release. "PM00178848 - Inconsistent behaviour of summary & description text in intelligent capture"

Hi @Ashley, please see my answer on another thread. Hopefully it can help you too.

@Ketan.lakhani, Please check your service configuration. If your "Resolution Category Level" is set to a level with no categories below it then there will be no categories to choose on resolution. If you have also configured resolution categories to be required (i.e. turned this app setting on: "servicemanager.request.closureCategory.default.required"), then you will not be able to resolve requests for the service. There was some inconsistent behaviour that enabled you to resolve a request without a resolution category when you had resolution category configured as required. This inconsistencey was fixed in the last release of Service Manager.

Hi @Jeremy, This has been fixed and released (some time ago now). Just wanted to let you know, in case you hadn't realised.

Hi @Jeremy You might find this extension for the chrome browser useful.. https://chrome.google.com/webstore/detail/gofullpage-full-page-scre/fdpohaocaechififmbbbbbknoalclacl

Stefania's question answered here:

Hi @Stefania Tarantino I think these are the 1s you are looking for... GREEN: guest.com.hornbill.servicemanager.portals.servicePortal.home.requestView.details.resolve.working RED: guest.com.hornbill.servicemanager.portals.servicePortal.home.requestView.details.resolve.broken

Hi @Berto2002, You don't have to reload the page; You just need to click on the "Resolve" tab header to select it; This will then show the buttons. You are correct though; This can be improved so that the tab is automatically selected. Look out for the following defect fix in an upcoming release of the Service Manager application. PM00176350 - Request details action tab is not automatically shown in employee portal Cheers, Andy

@Luke, There is also a Service Manager application setting that you might find useful: app.request.update.site.showAllSites If you turn this on, you will get the full list of sites in request details.

Hi @Luke, The sites are filtered based on the company that is set against the request. The company set against the request will most likely be one that is associated with the customer at the point the request is logged. This will not necessarily be the customers "home organisation". If you frequently want to choose a different site. i.e. A site that is not associated to the company set against the request; You could use the following "Hornbill Automation" in your business process or via a custom button/autotask: Service Manager > Entity > Requests > Update Request > Site

This issue is no longer reproducible since asset history improvements (CH00165714) were released to LIVE in Service Manager Build 2789 on 12th January 2023.

Hi @Hayley Gladden, We decided to patch the above defect so you don't have to wait for the next SM release; Merry Christmas. Your instance should now have been updated although you may need to clear your browser cache. Please let us know if this is working for you. Many thanks, Andy