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Found 6 results

  1. I was wondering if anyone can help, I have found a bit of a 'hole' in our process! When a request is in a resolved state, if a customer sends an email response to an 'update' email then this adds the update to request but the analyst doesn't see this as the job is resolved and this does not re-open the request therefore after 7 ish days the job closes with the follow up being missed. With 'closed' requests these emails are set not to apply and so our Service Desk can then decide the most appropriate action, can this be implemented for resolved requests?
  2. Just a question in relation to the automatic updates that are being pushed out from the 12th July, do you know when these will be happening e.g. 4am on a Tuesday, or is there a setting somewhere where we can set the scheduled update time? Just wondering as we can then plan for 'at risk' windows going forward.
  3. Currently we are able to control and disable updates to 'Closed' requests in the Service Manager > Advanced Settings, using the specific settings below. However by default 'Cancelled' requests can still be updated automatically by email, resulting in updates being missed. When requests are logged under the incorrect service, we cancel the original on and re log the request, however sometime the external customer will reply with under the original request reference not the replacement one. Can we request an enhancement either to include 'Cancelled' request within the behaviour of the current settings above, or add a new set of settings for cancelled requests. Cheers Martyn
  4. Can I request an enhancement to allow the restriction introduced in ESP Build 3237 - "Enforced checks for Database Direct to only allow SELECTs for production instances" to be configurable by a permission or system setting, as we often use additional SQL commands in the Admin Tool Database Direct to correct or update records especially when undertaking data migrations into our Hornbill Instance. Cheers Martyn
  5. We are starting to see these appear in our timelines and we are wondering what has changed with these updates.
  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.
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