Steve Giller

@Mark (ESC) Have you made any alterations to your Categories recently? The combination of the icon being green (indicating a set category) and there being no subcategories despite there being a dropdown arrow makes me wonder if it's set to a value that you've since altered/deleted.

See my post above, and the 3rd bullet point therein.

I'm not totally clear on the requirement here. From the comment: that is what indicates that the email is being sent. What is the scenario driving the question - as with that setting "ON" then any Update of visibility Customer will have sent an email, so I'm struggling to see what additional information is required?

@Berto2002 As a side note, the email appearing in the "Failed Rules" folder indicates that it was processed - so the FAQ you needed was:

@AlexOnTheHill You might want to try this as a starting point, it may need tweaking to exactly achieve what you need. I can't take the credit, a couple of our Developers built it, but it's daylight in their bit of the World so they wouldn't come outside! requests-with-no-linked-assets.report_2.txt

The links between Requests and Assets are stored in the h_cmdb_links table. I'm sure this is possible, although frankly beyond my SQL skillset, but you'd need to convert the Request Reference into a URN and then find which Requests did not have an entry in that table - I know how to do the opposite, but for this you're finding something that isn't there, which is a bit more of a challenge.

The issue is also possibly in the browser, rather than Hornbill - just because Hornbill tells the browser it needs to refresh doesn't guarantee that it will, which is why manually forcing it to resolves the issue. You'll note that a partial refresh has taken place, as indicated by the "2" in the Assets Panel header, although I don't know enough about the technicalities of the browser to be able to say if that indicates what side of the transaction is to blame (if either.)

The "missing" fields are TEXT fields, and can therefore hold effectively unlimited amounts of data (including special characters such as newlines etc.) Apart from the obvious issue of this being able to break the display layout, this can also crash your web browser if too much data is held in the fields.

@Jeremy If it's a resolution snippet, it's surely being selected as part of the Resolution Action? If so, once resolved, the BPM can pick up the snippet Resolution Text contents as per James's suggestion and apply the Category. Conversely, if specific snippets go with specific Categories, why not select the category then update the Resolution Text based on the selected category?

This is already available when clicking the Show Process Logging Info button (the leftmost) on a running Workflow. This will display every node that has been passed through, and (if Show Debug Info is checked) the results of each Decision node)

Notes is a TEXT (unlimited) field for Organisations.

The cancel action has the option to enforce a reason, and as that functionality should be restricted to a select few Users you can insist that an email is always sent before cancelling - however the Product cannot enforce that for you at this time.

I'm not sure which fields you're referring to now - can you confirm which table and which field(s) you mean, please?

You can link any number of assets to a Request - how would the BPM know which of them you wish to use?

When you cancel a ticket, you also cancel the Workflow behind it, so there is nothing active to perform any automations. I would suggest removing the Cancel action altogether (via the Service Portfolio) and having a Custom Button that invokes an Auto Task which emails the Customer and then cancels the Request. As Auto Tasks are automatic they do not have the option to accept user inputs, so you would need to have the cancellation reason stored in a Custom Field prior to clicking the button so the Auto Task can access it.

If I can refer you to James's previous response:

I'm not aware of any plans to alter field lengths in this area - however it's probably worth noting that the length is 64 characters.

Documentation is available on the Hornbill website.

This looks like it could be an email setup problem, as there are two separate areas and both issues are Users not receiving emails. Have you reviewed the Email Notification Prerequisites on the Service Manager Notification Settings page to ensure the settings are correct?

Are you able to check if you get the same issue on Chrome?

@Adrian Simpkins I've flagged this with the Team as I'm seeing this on my Instance too.

@ilyaas I've merged your question with the existing post, see above for the response.

I believe that by default you have two Software Asset Types, Desktop App and Mobile App: Would separate types for SaaS, PaaS etc. work for you? Another alternative could be to use Tags.

This is governed by the guest.app.requests.notification.notificationType.assignmentTeam currently set to hornbill-only, which will only send a Hornbill "Bell" notification as it stands - if you change that to email-only or both this should achieve point 1. This is governed by guest.app.requests.notification.notificationType.assignment currently set to both, so you should be seeing emails when a Request is assigned to a User. I'd recommend leaving guest.app.requests.notification.allowUserDefinedNotificationType set to OFF especially while testing, as this prevents Users from turning a notification off then complaining it's not being sent.

That's most likely an Outlook issue, I'm afraid - however it is advisable to ensure that images embedded to emails are created in the desired dimensions (e.g. 100px by 30px), as resizing them does not affect the size (e.g. 10kB) of the image, and can create very large emails. In a previous job my Marketing dept set a global signature using the original image from the Graphic Designer which was so large (about 200Mb despite being resized to appear about 1cm across) that it crashed the email server!