Martyn Houghton Posted January 30, 2019 Share Posted January 30, 2019 @James Ainsworth From our usage case, we are automating the current process of logging requests from the shared mailbox, where the Log New Request function does add the content in the email as attachments on the requests. The as a further wrinkle we also have a automated general support service which is logged for each new email into the mailbox which does not have an existing reference. This service is then used to log a new linked requests under the correct service/catalog id's and the original general one is resolved. Therefore the fact that the rules does not add the attachments and the raise linked request BPM also does not copy attachments, we have to traverse further back in the timeline to view the email in order to get the attachments. Also, for sites who are clearing down the shared mailbox, once the email is removed the attachments submitted with the case will be lost. Cheers Martyn Link to comment Share on other sites More sharing options...
Gemma Morrison Posted January 31, 2019 Share Posted January 31, 2019 Hi @James Ainsworth The issue that we are having is that when a customer emails in with an attachment in relation to the job, the email goes onto the job but not the attachment itself. This creates an additional task for the analyst to go back into the inbox to find the relevant email and manually apply the attachment/ email again to get it onto the request. Due to the volume of emails and jobs that the analysts complete daily it would benefit the analyst not having to do this. :) Hope that makes sense! 1 Link to comment Share on other sites More sharing options...
Michael Leonard Posted February 20, 2019 Share Posted February 20, 2019 We have also had other reports from customers adding an attachment via email. It shows in the timeline the paperclip showing an attachment has been added but when you click view email its not there. Here is an example call - IN*16098 - 25/1/19 @ 10:47. Now when I try clicking view email I am being told oops, you do not have access to this email?? Link to comment Share on other sites More sharing options...
James Ainsworth Posted February 20, 2019 Share Posted February 20, 2019 Hi @Michael Leonard The message you are getting where you are told that you don't have access to the email indicates that either you don't have rights to the mailbox where the email resides or the original email has been deleted. Link to comment Share on other sites More sharing options...
Michael Leonard Posted February 26, 2019 Share Posted February 26, 2019 On 2/20/2019 at 9:56 PM, James Ainsworth said: Hi @Michael Leonard The message you are getting where you are told that you don't have access to the email indicates that either you don't have rights to the mailbox where the email resides or the original email has been deleted. Hi James, I am a Service Desk Analyst and have had access to these emails previously. Iv spoken with my Manager who is also experiencing the same issue? Link to comment Share on other sites More sharing options...
Michael Leonard Posted March 5, 2019 Share Posted March 5, 2019 We also noticed that all formatting has been removed when emails are uploaded into Hornbill, Could this be why the attachments are being stripped off? Is there a setting to upload the full email with attachments, logo's etc rather than just plain text? Link to comment Share on other sites More sharing options...
Victor Posted March 5, 2019 Share Posted March 5, 2019 2 hours ago, Michael Leonard said: Is there a setting to upload the full email with attachments, logo's etc rather than just plain text? @Michael Leonard - Request timeline updates from an email will always use the plain text part of an email to create the update. The attachments (including logos) will always be available in the attachments section unless the email was applied to a request by a routing rule. If this is not happening then something is broken. We identified an issue with attachments recently and fixed in Service Manager build 1452, I would advise updating and then have a look if it is still happening... On 2/26/2019 at 4:55 PM, Michael Leonard said: I am a Service Desk Analyst and have had access to these emails previously. Iv spoken with my Manager who is also experiencing the same issue? Looks like the email was deleted then... can you locate it in any folder in the mailbox? Link to comment Share on other sites More sharing options...
Lauren Posted April 17, 2019 Share Posted April 17, 2019 Hi @James Ainsworth Is there an update with this one at all please? Thanks LAuren 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 17, 2019 Share Posted April 17, 2019 Hi @Lauren This is still in our backlog and not yet scheduled. I'll update here once it is underway. Regards, James Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted April 24, 2019 Share Posted April 24, 2019 +1 for me also ! 1 Link to comment Share on other sites More sharing options...
Steven Cotterell Posted April 24, 2019 Share Posted April 24, 2019 +1 for me too please - just been doing testing and see this as a must-have piece of functionality. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 25, 2019 Share Posted April 25, 2019 @Adrian Simpkins and @Steven Cotterell I've added you to the change that is in our backlog. 2 Link to comment Share on other sites More sharing options...
HHH Posted April 26, 2019 Share Posted April 26, 2019 On 1/29/2019 at 7:06 PM, James Ainsworth said: Hi @Gemma Morrison Not scheduled yet. I would be interested to know more about the issues that your team are having. To help with any change to the product, understanding what the problem is can ensure that the features being delivered are fit for purpose. In some situations we may also be able to highlight alternative ways of working to ease the issue or sometimes remove it altogether. Regards, James In our case it's a matter of having the extra hassle of identifying the paper clip, clicking the dots, going to the email etc. It's much more user friendly to be able to access the attachments directly, something that reduces the workload on the analyst as well as lowering the risk of missing the attachments. 1 Link to comment Share on other sites More sharing options...
Steven Cotterell Posted April 26, 2019 Share Posted April 26, 2019 1 hour ago, HHH said: In our case it's a matter of having the extra hassle of identifying the paper clip, clicking the dots, going to the email etc. It's much more user friendly to be able to access the attachments directly, something that reduces the workload on the analyst as well as lowering the risk of missing the attachments. I agree with @HHH. We are moving from a system that does this already (puts attachments that are emailed in or attached via the portal in an attachments section). Hoping this arrives sooner rather than later into the application. 1 Link to comment Share on other sites More sharing options...
neilcg Posted June 11, 2019 Share Posted June 11, 2019 Hi @James Ainsworth, please add me to this change thanks Neil Gallacher 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted June 27, 2019 Share Posted June 27, 2019 +1 from me for this please, would help to reduce frustrations for our Users no end Link to comment Share on other sites More sharing options...
Lauren Posted June 27, 2019 Share Posted June 27, 2019 Hi @James Ainsworth Sorry to keep chasing - are there any timescales at all please? Thanks Lauren 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 27, 2019 Share Posted June 27, 2019 Hi Lauren, Please always feel free to chase up on these. I'll put this back up for review. I'm currently revisiting the requirements and the priority of this change. As soon as it has been passed to the development team I can provide a timescale. I'll update as soon as I have some information. Regards, James Link to comment Share on other sites More sharing options...
Alisha Posted September 24, 2019 Share Posted September 24, 2019 Hi @James Ainsworth, Do you have an update on this please? We have started to use routing rules to automatically log requests and it would be really helpful if the attachments are also automatically added. Many thanks, Alisha 1 Link to comment Share on other sites More sharing options...
Martijn Posted October 29, 2019 Share Posted October 29, 2019 same here. +1 would like email to be handles as attachements, rahter than timeline update. basically how support-works used to do it 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 29, 2019 Share Posted October 29, 2019 11 hours ago, Martijn said: would like email to be handles as attachements, rahter than timeline update. Hi Martin, Thanks for your post. This is a slightly different requirement than being discussed here. It is still valid, but it might be worth starting a new topic. Link to comment Share on other sites More sharing options...
Martijn Posted October 30, 2019 Share Posted October 30, 2019 16 hours ago, James Ainsworth said: Hi Martin, Thanks for your post. This is a slightly different requirement than being discussed here. It is still valid, but it might be worth starting a new topic. will do Link to comment Share on other sites More sharing options...
Martyn Houghton Posted October 30, 2019 Share Posted October 30, 2019 @James Ainsworth Can you clarify if the Change referred to in the ESP 3162 release relates to having the ability for attachments to be added to the request when logged and updated via a routing rule. "The Auto Responder file attachment param is extended, so application routing rule FlowCodes should be able to process email attachments when creating or updating Requests" Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 31, 2019 Share Posted October 31, 2019 On 10/30/2019 at 8:45 AM, Martyn Houghton said: Can you clarify if the Change referred to in the ESP 3162 release relates to having the ability for attachments to be added Hi Martyn, The reference in this release note is the platform work that was needed to underpin the requirement being discussed here. There is still a PART 2 to be completed which comes under development that is required within the Service Manager app. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 1, 2019 Share Posted November 1, 2019 @James Ainsworth Thanks for the calcification. Its good news that progress on the ground work for this change is underway. Cheers Martyn Link to comment Share on other sites More sharing options...
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