Steve Giller

This is optional, and is available to ensure that the results have a unique reference, as this node only has an "outcome" it is not required.

Yes. If you want it specific to the BPM then a Suspend -> Wait for Request Off Hold node followed by an Update Request Sub-Status node would work, however you may need to cater for Requests that are taken off hold rather than coming off hold at the "natural" time.

Yes, under the Service Configuration for the Request Type:

There's always the "My Requests" view on the Company Home Page which has gives all the information a digest would, with a handy Download button that drops it into a CSV.

A report of open tickets for a specific Owner/Group of Owners including the Summary, possibly the Description (although this does not always present well in a report), the last updated date, and the current status/substatus should provide that. If they want the email to include a précis of all updates for all Requests I can't imagine a practical way to do this.

@HHH @MichelleReaney So if the option was limited to a selection that was always the same Service/Request Type this would work for both of you? The issue I raised would only affect Instances where the option to bulk select across Services/Request Types.

@HHH It is a genuine question - if you have Categories mandatory or not on a request by request basis this is a hurdle to overcome if we're looking into creating this functionality, so if you have details on how this would work for you it helps the Developers build the concept.

If this setting: guest.app.experimental.enableProgressiveCapture2 is OFF, please turn it ON. If not please let us know.

From that image it's very hard to tell what I'm looking at. If that it the email action on a Request, then I would suggest reviewing the app.email.request.operation.composerType setting. Message Text will appear as in the image above. Template Editor will give a Rich Text editor. Analyst Setting will allow the Analyst to switch between the two options.

Not really, no. If the customers are responding to the "Request Resolved" email you could exclude that from the "Update Request" Auto Responder rule, but that would not prevent them replying to an email they received from earlier in the lifecycle. As part of the Workflow you could, should a post-resolution email be applied, set the Request to Open and email the Owner, though - that would be very straightforward.

Yes, the initial email would have expired so they would need to use the current one. External Authorisations are designed to offer fairly basic functionality, there is more functionality available (although not reminders) within Authorisation Tasks and BPM Authorisations.

You would need to facilitate this by having a 7 day expiry, and if the response has not arrived sending a second External Authorisation for the remaining 7 days.

@HHH How would you envisage this working when the User has selected 5 Requests - 2 with a mandatory Category, 2 with an optional Category, and 1 where having a Category simply doesn't make sense?

@JoanneG There isn't a Suspend -> Wait for Email Update node, but (off the top of my head) you can simulate this by: Ensuring your Sub-Statuses are set to change on customer response After the Request is resolved set the Sub-Status to something like "Awaiting Closure" Have a Suspend -> Wait For Status Change node, with a suitable expiry time. If an Auto Responder update happens during that time the Request will change Sub-Status (based on your Service configuration in the Service Portfolio) which you can check and branch accordingly.

Presuming they didn't stop because they're not turned on in IE (which is possible) then this does suggest it could be an Edge problem rather than a Hornbill one, I'm afraid.

I would assume that you have the: app.email.routing.rules.allowClosedCallUpdates.IN and/or app.email.routing.rules.allowClosedCallUpdates.SR settings set to ON (based on your mention of emails) If you turn these OFF it will not be possible to update a closed Request via the Auto Responder and any emails will remain in the Inbox (or the Folder set as the Failure Folder in the Rule) to be processed manually. If you want an update to a resolved Request to notify you you can have a two-stage closure, which is explained on the wiki more clearly than I could on the forum.

@JamesGreen I've wrapped that in "Code" tags to make it easier to read.

Use a Get Request Details node followed by an Update Request Details node and add the Summary variable to the required text, e.g. with the Summary value as: ESS/MSS Request - &[global["flowcoderefs"]["getReqInformation"]["summary"]]

This would just be to help indicate if it's likely to be a Hornbill issue or a browser one, so paperwork may be overkill, but testing on IE if it happens again may give an indication.

I can see these are Edge notifications - do you see the same if you switch to a different Browser, e.g. Chrome/Firefox?

The setting guest.servicemanager.request.timeline.showActivityDescription will determine if the description (but only the Description) of an Activity is posted into the Timeline on completion. The setting guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility sets the default visibility of the Timeline Entry, if this is not Customer or Public I believe that will hide the entry from the Customer.

@Amanda Durgan @Andrew Spice just to extend on this. The most likely scenario here is that, having migrated to the Employee Portal, you have removed the SSO configuration for the old Service Portal. However, there are still some old links floating around your systems that direct your Customers to the old Service Portal. If they are already signed in these will automatically redirect, however if not the system will try and log them in from the link they have used, which will expect the Service Portal configuration which is no longer there. If you rebuild the Service Portal configuration this will remove the error, alternatively signing in (via live.hornbill.com/INSTANCE) before clicking the link will avoid it. It's probably worth reviewing your email templates to ensure there are no service.hornbill.com/INSTANCE/... links remaining.

Are these in the Dashboard View of the Request List? If so, no, you'll need to use the Dashboards created via Advanced Analytics for that kind of functionality.

Manually, yes, just paste the Request Reference into the Apply to Request dialog. Via the Auto Responder, no.

I've tagged this as an Enhancement request for you. Please note that this does not mean it will automatically be added to the list, however it does mean that the Developers will see this and consider it.