dwalby

@Martyn Houghton I'm ashamed of myself for not noticing that To be fair I was frantically trying to figure out how to do it as we've just had an influx of a certain type of query which I wanted to setup urgently so we could handle effectively. Turns out I just need to slow down a bit Thanks for your help!

Hi all, I'm using the default, out-of-the-box 'New Service Request' progress capture. This could be an incredibly stupid question, but I was wondering if it's possible to switch capture based on the Catalog Item selected, without having to manually create a branch and switch capture for each catalog item? When logging a request from an email currently, after selecting 'Service Request' the progress capture follows the 'New Service Request' flow regardless of which catalog item is selected. This can be quite cumbersome when logging requests that are of a simple nature and don't require much information to be captured. Ideally I'd like the 'New Service Request' Progress Capture to switch to the Catalog Item's Progress Capture immediately after the Catalog Item is selected. The only way I can see to do this currently is having to create a branch for each Catalog Item, as below. This would mean I'd have to create a branch to each catalog item manually and also ensure any future Catalog Items are added and branched. I guess I'm just assuming that there's a way the 'New Service Request' progress capture can detect what to switch to based on the Catalog Item setup within: Service Portfolio>Request Config section. I just want to make sure I'm doing it the most efficient way before diving in and doing it manually. Thanks in advance

Not sure if this is related in anyway, but one of my analysts has reported that they're unable to use the e-mail function anymore, despite there being no changes to their user permissions, see below:

Don't feel so bad now

Thanks @Victor I spent ages looking through the variable drop-down for that but couldn't see it. But to be fair, it's not in alphabetical order so could've easily missed it

Hi all, Some time ago Hornbill introduced the ability to edit e-mail templates within a request with the e-mail template editor. I'm looking at turning off the e-mail template editor component and instead going back to the previous way of having the analyst enter an update in the e-mail field, which then gets pulled through into the e-mail template automatically formatted, etc. In this scenario what variable is used to pull through the text entered into the e-mail template. Thanks in advance

Hi all, I have the below routing rule setup: This works on some occasions but not others. See below example of an e-mail that has been received but not processed by the routing rule. Do I need to tweak the rule expression, or is there anything else I need to configure? Thanks in advance

Thanks, working now

Thanks @Steven Boardman - strangely I'm getting this error though... The measure is showing results though...

Hi all, I'm looking for a way to report on the average time to resolve incidents/service requests grouped by either category or service. What's the best way to achieve this? Thanks

Can any of the Hornbill developers confirm if this is possible please?

@Steven Boardman great news, thanks!

@Steve Giller - Sorry just realised, in the thread title I mentioned 'during progress capture' but not in the main text. Copy/Pasting screenshots to timeline works fine, but if a customer is logging an issue via the portal as far as I'm aware they can't copy/paste a screenshot during progress capture?

Hi all, Is it possible to use the copy/paste function for screenshots, rather than having to upload as an attachment? Most of our staff will know how to hit 'print screen' then copy/paste? Some of our user base refuse to use the portal as uploading screenshots is more cumbersome than simply sending an e-mail where they can paste a screenshot. Thanks

@Victor Thanks all deleted now

@Victor sure:

@Victor thanks for this, I've deleted a batch but there's still about 10-15 that appear to have the content within the body of the e-mails and therefore cannot be deleted

@Victor Yes that's fine, thank you.

@Daniel Dekel thanks for this

@Adrian Simpkins if I'm understanding correctly, the area you're looking for is defined under the Request Config > Change section of the service, see below:

@Daniel Dekel Thanks for this, however I already have the admin role, to be clear, I have no issues deleting any other e-mails. As mentioned previously I think it's the size of the e-mails that's causing the problem as this issue has never been experienced before on our instance. Feel free to logon to our instance to take a look for yourself.

Hi @Daniel Dekel - I've tried deleting individual e-mails, selecting multiple and trying to move the e-mail(s) to another folder. I think the shear size of these e-mails is what's causing the problem, just attempting to read the e-mail causes causes this to display:

@Steven Boardman - Is there any update on this story? Being able to inform staff of when Change Requests are occurring is a basic yet essential function for us.

Hi all, Is it possible to capture Customer Feedback when a request is Resolved instead of Closed? Currently we have a 7-day auto-closure process whereby a request auto-closes after being in Resolved status for 7 days. So a customer will be unable to submit feedback until 7 days after their request is resolved. The problem I foresee with this is that if we then send a request for the customer to complete a feedback form, their experience of the service isn't going to be fresh in their memory and won't complete the feedback. Thanks in advance

@James Ainsworth I've tried this but unfortunately still doesn't allow the e-mails to be deleted. All other e-mails can be deleted without issue, it's just the e-mails from our monitoring system that won't delete.