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  1. Is there a way to access comments that appear in the timeline for a request? I ask because I am trying to create a report that will show the last entry that was made in the timeline for a request. I have had a good look but I can't find a table that would contain these comments. Thanks
  2. Hi Currently, when a connection is added (either as Impacted or Interested), the request timeline is stamped with an entry per connection. Is there a way to turn this off? Some of our requests have a large number of connections, therefore we find this can clog up the timeline. I know that this can be achieved by filtering the timeline, but as we have a large number of Service Manager users I wondered if there was a global setting that I could amend. Thanks Lauren
  3. Whilst work continues on the provision of a full text search facility for Service Manager timeline entries, is it also worth considering a second parallel search facility by implementing the use of 'tags' within in timeline updates, by perhaps extending the Wiki Markup to allow you to mark certain words, error messages as tags. The tags could then be held in a linked table to the request itself, which would be easier to search by than the whole timeline? You could also allow the manual entry of tags against the request, like you can do in Document Manager. You could subsequently then look at adding in 'intelligence' (i.e. pattern matching) to automatically add certain phrases or wording if they occur in a timeline update as a tag, i.e. if it find a match for 'ORA-?????' add it as tag. You could also then use the tags to provide links to possible related requests in the solution tab, based on occurrences of the tags in the current requests summary or description. Cheers Martyn
  4. We are in the process of enabling visibility of Change Requests on the customer portal (see post link at the bottom), which will mean our existing change requests which where created before catalog options for changes where in place will be view-able to the customer. Therefore before making this change I want to review all customer view-able comments on the timeline of the effected requests. I can see from other posts on the forum about reporting on the activities, which I have based my initial query on, but there appears to be a missing table relationship between the itsm_requests and the h_buz_comments. select h_pk_reference,h_buz_comments.h_comment,h_buz_comments.h_visibility from h_itsm_requests RIGHT JOIN h_buz_comments ON h_itsm_requests.h_activity_stream_id = h_buz_comments.h_activity_id where h_pk_reference='IDXCR00076979' I can link h_itsm_requests to h_buz_activity_streams using the h_activity_stream_id, but do not seem how that would then let me link to the timeline comments in h_buz_comments. Therefore I must be missing one or more tables relationships which tie the timeline comments to the the request. Can you advise on what I am missing? Cheers Martyn
  5. When selecting the 3 dots on an update in a request there are a lot of options that are available, can one be added to email that update to the customer? For example, we update jobs with emails and updates which we would like to ability to forward these within an email template to others etc, but for this to be recorded in the request.
  6. Does anyone know where the resolution details are held and how to get at this information? We would like to put the resolution details in the timeline as there own update, but cannot find where to extract this information from. We have tried 'Get Request Details' and adding the resolution to a timeline update but this returns blank (see below) even when there are resolution details entered.
  7. in the example below the autoresponder has correctly processed with an email rule routing and the email has been added to the request, but it is visible only for the team, how can i change this default behaviour to customer instead I was trying with the settings "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility" but I don't think is the right one
  8. Thought the ability to do a global timeline search has been a great step forward, it would be useful to be able to search/filter for a term within the current request. We do have some long running requests, which have extensive timelines on them. I know you can filter by type of timeline post, but even then the number of posts can be excessive and also they will not all be expanded. Having the ability filter/search the timeline of the current request would really be useful and a lot less resource than having to use the Global search when you already know the request reference and just want to locate specific posts in the current request. At the moment I have using the Print option to generate the whole timeline in the browser and then using the find option. Cheers Martyn
  9. At the moment when you set up a SLA Escalation action such as send a reminder, only basic generic information is inserted into the timeline. It would be use to to include The Timer used , i.e. Response or Resolution. The target time value used, i.e. 2 hours before etc The escalation text used/ Board & List /Person Assigned The link to the email sent (when the Send Reminder action is used) At the moment these default to 'Team' visibility, which is fine for us at this time, but I can see where form some SLA/Customers you may want this to be 'Customer', so it would be good to have the option to set visibility of the timeline update on each individual escalation event. Cheers Martyn
  10. Hi, me again, As I mentioned a few times before, I use automation when an email is received to update the request it is related too. When this happens, only the text is copied to the timeline. We lose all formatting, tables and screenshots. This forces our analysts to go back to the original email, which is an issue as not all analysts have access to the mailboxes. Would it be possible to improve this feature and keep the formatting of the email in the timeline post? I do understand how complicated this can be, but you guys are good I am sure you can figure something out. Thanks for any feedback!
  11. When you print a request details in Service Manager with the timeline details included, the contents of a comment made on a timeline post are not included, only the name of the person who created the comment. Can this be included please. Cheers Martyn
  12. When reviewing an request or printing, it would be useful to have the time spent (if record/greater than zero) displayed on the timeline entry on the bottom line where it displays the visibility of the timeline entry. Cheers Martyn
  13. At the moment when an email is added to a request a timeline entry is created formatted with a the from address and then the text from the email. It would be really useful form the header part of this format to include the 'to' filed, i.e. the recipient value, either all the time or only if it the mailbox email address is not on the recipient list. This will make it easier to see if the email was just copied into the service desk, rather than addressed to them. At the moment you have to guess from the message body itself or have to open the linked email (if not already deleted). Cheers Martyn
  14. If a coworker/customer wished to print or view the full details of a request from the portal, they must first of all click on 'Show More' on any of the timeline entries in order for the full timeline content to be visible. Would it be possible to have the option to Expand/Show all? Cheers Martyn
  15. Hello, We've noticed that replies to a Request apply to the Request's Timeline as an update made by "System AutoResponder". The default Visibility for these Timeline updates appears to be "Customer" which means the Request Customer can see any / all replies to the Request. This is an issue for us. For Audit/ tracking purposes we try to send all of our email from the Request, (i.e. if we need to email a 3rd Party we'll do it from the Request so we've a log of what was said) however we don't always want this visible to the customer. Can we have the ability to change the default visibility of the "System AutoResponder" Timeline update? Please note: when i logged in as the System Admin account i was able to manually change the visibility of the email "System AutoResponder" Timeline update however we cannot do this for every update. Regards, Jamie
  16. Don't know if it is done on purpose, but I think there is a minor UI issue with the timeline container... Given the free space on the screen, we should not see a scroll bar, should we? Because I am a nerd, I looked at the source code and a simple 5px padding at the bottom does the trick => PS: Are you planning on migrating to Bootstrap 4? If so, I'd be curious to know how you will plan and test that!
  17. Following on from the introductions of the filter options on the request timeline, it would be good to have the ability to set your own personal filter settings which persist when opening new requests. Where as at the moment each time you open a request they reset to the All option. Cheers Martyn
  18. Good afternoon all, We were wondering if it were possible to specify a default filter for the timeline view within a request. Feedback from our analysts indicates that it would be terrific to be able to view only certain types of messages by default and still be able to view all the others when necessary. The only way I know of to hide certain types of messages if by changing the default visibility within the advanced settings. https://i.imgur.com/kiptaU6.png Any ideas? Thank you! Best regards, Alex
  19. When working in requests on the Android App, if you open up a request and then it timeline, you will get an 404 Page Not Found Error when you click on the back arrow within the application to go back to the request details. Using version 1.7.1 and tried this on a number of different requests. Cheers Martyn
  20. Since a recent Service Manager update (we are now on build 979) the full text of the human task/activity is now being added into the timeline when the it is marked as completed along with the 'Reason' text. As some of out human tasks have quite long descriptions to cover the actions/procedures involved this is making the timeline unreadable as the actual reason (text entered into when completing the task) and the outcome are pushed to the bottom of the update and not visible without using the show more option. There is no need to include the full description of the task when recording it completion on the timeline as it is shown in the completed activities. Is there an option to turn this off either as a system wide setting or on the human task node in the BPM itself? If not can this be raised as a urgent change request. Cheers Martyn
  21. Hello, This query is related to the visibility of Activity updates in the Request Timeline. Per the attached image, an Activity has a few fields for notes - Title Field, Description Field and Resolution Field. When you open the Activity these three fields are visible however, only the Title and Resolution fields are added to the Request timeline. Can the Request / Activity be updated so all three are added? The driver for this is our IT Security and Compliance teams would like to be able to see all the detail for an Activity, i.e. what was asked and what was done, in the Timeline. Thanks, Jamie
  22. Hi I have noticed that a number of people use th drop down > more actions to view an email from the timeline and then in that window click reply as this gives them the functionality to format text, underline etc etc, which is perfect. The issue is the email that is sent is not in the timeline, so we have no proof the email has been sent to the user. I guess its because it uses the system mailbox to send? Thanks Chris
  23. Hi This morning we're having problems viewing the detail section of calls when using IE It's working fine in Firefox though and apparently it was on yesterday (Sunday) We're on the latest release of Hornbill Service Manager but I think I updated before Sunday thanks, Pete
  24. When the Email mailbox 'Apply to Request' option is used to update a request the resultant timeline entry visibility setting can only be adjusted by the user who undertook the update. Even as a super user/system admin we are not able to alter the visibility, only the user who undertook the update. This seems to be a bit restrictive give that the visibility of other timeline updates can be changed. Also with us operating a shift system with our 1st Tier, where an email update has had its viability incorrect set, i.e. an internal email marked as customer, we may not be able to correct this for sometime, making it visible to the customer on the portal. Can the ability to alter the email visibility be configured as a setting or the unnecessary restrictions removed? Cheers Martyn
  25. Can you let me know if it will be possible to change the timeline to show red crosses and not just green ticks? For example, when a change is raised by my company and it does not succeed, i have added a section into the timeline to show change failed, but it makrs this with a green tick, whereas id like it to show a red cross so it shows the difference between acceptance and failure. I have attached an example
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