AndyG

Hi @Emily Patrick How exactly are you updating the images in the FAQ ? All images for FAQs should be added via the image button and then the upload option. If you update the images again using this method they should display correctly in the portal. If you try this and it's still not working, please could you share with me the HTML of your FAQ. You can access the HTML from within the FAQ editor in Service Portfolio by using the Source button.

@Joshua T M, My advice would be to re-upload the images for this FAQ. All images for FAQs should be added via the image button and then the upload option. It's likely when this FAQ was created the image was added by some other method. For example, copying in a URL from elsewhere in the system. It's likely these images have not been showing since PHP support was removed during the Hornbill UI refresh several months ago. To avoid this problem going forward, please ensure all FAQ images are added using the image button and the upload option. If you still see an issue after this, please let us know. Cheers

Hi @Joshua T M, Where is your customer seeing the broken images in the FAQ ? For example, Is it on the service page of the customer portal? Or is it in the knowledge centre within progressive capture when they are logging a request? Are you able to see the images for this FAQ within the editor in the user app ?

@Alisha We have fixed the link in the right panel for the next release of the Service Manager application. This is expected to be live within the next 2 weeks.

Hi @AlexOnTheHill, @samwoo What you are asking for sounds very similar to service bulletins. These can be utilised on the service portal and the employee portal. https://wiki.hornbill.com/index.php?title=Service_Bulletins

@mojahidm In an upcoming release of the Service Manager application, which is expected within the next 3 weeks, the following will be true: The "Shared With Me" tab will be hidden from users without "Can manage snippets" application right. Users with "Can manage snippets" application right can edit and delete shared snippets.

@Shamaila We have fixed the issue where requests that have a configuration with the feedback expiry option set to 0 are not visible on the employee portal. This will be included in the next release of the Service Manager application which is expected within the next 3 weeks.

@WFMKC Yes this was related to the new UI that went live today. Your instance should now have been patched with a fix. Please let me know if you have any further issues.

@Martyn HoughtonThe changes mentioned in this thread will be included in the next Service Manger build which is expected to be released within the next week.

The ineffective "Image" dialog has been removed from the right click menu and has been replaced by the "Image Properties" dialog when double clicking an image. This will make it easier to avoid issues with image borders.

We have changed the way FAQ images are displayed in an upcoming release of Service Manager that should resolve broken images. We recommend that images are added to FAQs using the image button in the editor and the "upload file" option.

@Berto2002 You can usually find this information in the release notes that are published in Announcements https://community.hornbill.com/forum/135-announcements/ The latest Service Manager release notes are here: https://community.hornbill.com/topic/20985-new-update-service-manager-2241/

@AndyHill The following defect has been fixed and will be included in the next release of the Service Manager application. "When a request category is deleted it is no longer visible against requests it had previously been selected for" We expect the release to be next week.

Hi @AndyHill As James suggests, this is only a UI issue. As you had thought, category information against the requests is retained even if the category is deleted. This means your old reports should be unaffected. Furthermore, from the basic tests I have done with closure categories you will not encounter a similar UI issue with these. As for the UI issue with request categories, we have raised a problem for this and will update this thread with any progress.

Hi @Adrian Simpkins, We've made a change that prevents overlapping sub status' in supported browsers. This will be included in the next release that is currently scheduled for the week commencing 7th June.

Hi @Michael Sharp, This has been fixed and will be included in the next release that is currently scheduled for the week commencing 7th June.

Hi @samwoo, Although there is not a clean fix yet, I have a couple of workarounds that may help you. For borders: When you are editing your FAQ, "right click" on your image and select the "Image Properties" option. Please note this is different to the "Image" option that will appear when you "double click" the image. Once in the "Image Properties" popup and the "Image Info" tab, you can set your border size as before, but this time it will be saved and will show up in the portals. For broken images: When you are editing your FAQ, "right click" on your broken image and select the "Image Properties" option. Please note this is different to the "Image" option that will appear when you "double click" the image. Once in the "Image Properties" popup and the "Image Info" tab, you should see a URL value for your image like the following example. /<instance_name>/php/attachment/image.php?application=com.hornbill.servicemanager&entity=Faqs&key=1&secure&filepath=image1621334602920.12921.png If you move "&secure" to the end of the URL and click OK the image should appear fixed. For the example above the new URL value would be: /<instance_name>/php/attachment/image.php?application=com.hornbill.servicemanager&entity=Faqs&key=1&filepath=image1621334602920.12921.png&secure I also found that simply clearing the cache on my browser fixed the images without changing the URL.

@Jeremy We have made a change to the process of exporting the request list. With this change, values in the "Category" column will contain the same information as before when using the old "Request Category" column. This will be included in the next release of the Service Manager app which is likely to be available in the week commencing 10th May 2021.

Hi @Alberto M This error has been fixed and will be included in the release that is currently scheduled for the week commencing 19th April. Andy

Hi @Tina.Lapere This has been fixed and will be included in the release that is currently scheduled for the week commencing 22nd March. Andy

Hi @Paul Lear This has been fixed and will be included in the next release. This is likely to be in the week commencing 22nd February.

Hi @AndyHill The following fix will be included in the next Service Manager build; "Hide availability status in a Request's assign action tab when the feature is disabled." We expect this build to be available in the week commencing 5th October 2020.