Aaron Carter Posted September 10, 2020 Share Posted September 10, 2020 Hello, We are importing a few hundred tickets from our old ticketing system into hornbill and have added the comments from the previous system into the Historic Updates section. The historic updates a perfectly visible through service manager, however when an employee navigates through the employee portal to request details for a request, they cannot see the historic updates. Is there a setting to change this, and if so where? thanks Aaron Link to comment Share on other sites More sharing options...
Guest Mary Posted September 10, 2020 Share Posted September 10, 2020 @Aaron Carter, Employees can only see the historic updates which are marked with visibility customer on the Employee Portal. Could you confirm the visibility shown against the updates in Service Manager? Link to comment Share on other sites More sharing options...
Aaron Carter Posted September 10, 2020 Author Share Posted September 10, 2020 @Mary Some are public, others are private (as below). We could like to maintain the visibility level of each comment during the import. I'm currently setting each historic update to h_updatetype = 1 or 512 when I import via the import tool, depending on the visibility of the original comment (some should be visible to us + employees while others are only us/internal note) Link to comment Share on other sites More sharing options...
Guest Mary Posted September 10, 2020 Share Posted September 10, 2020 @Aaron Carter Customer facing updates are displayed on the timeline in the Employee Portal. These are timeline entries with the visibility set to Customer. Customer facing updates are also visible to analysts viewing the request on Service Manager Could you please clarify the tool used to import the tickets? Link to comment Share on other sites More sharing options...
Aaron Carter Posted September 10, 2020 Author Share Posted September 10, 2020 @Mary The imported historic updates aren't part of the timeline but are in a separate category, so the UI looks a little different vs. timeline comments. This image is from my perspective in the service manager, the historic updates box (collapsed) appears here but not in the employee portal. Link to comment Share on other sites More sharing options...
Guest Mary Posted September 10, 2020 Share Posted September 10, 2020 @Aaron CarterTimeline entries (not historic updates) are displayed on the Employee Portal. Link to comment Share on other sites More sharing options...
Aaron Carter Posted September 10, 2020 Author Share Posted September 10, 2020 @Mary So there is no way to display historic updates in the Employee Portal? Do you know if there is a way to import comments from external systems into timeline comments? thanks Link to comment Share on other sites More sharing options...
Guest Mary Posted September 10, 2020 Share Posted September 10, 2020 @Aaron Carter, You need to enable this setting Link to comment Share on other sites More sharing options...
Aaron Carter Posted September 10, 2020 Author Share Posted September 10, 2020 @Mary I have this already on, I'm not sure why it's not displaying anything? I've navigated to the page on a new window, cleared cache etc. in case that was the issue. Link to comment Share on other sites More sharing options...
Guest Mary Posted September 10, 2020 Share Posted September 10, 2020 @Aaron Carter are you the customer on the request you are trying to view on the portal? Link to comment Share on other sites More sharing options...
Aaron Carter Posted September 10, 2020 Author Share Posted September 10, 2020 @Mary yes, using our demo customer account to view the request through the employee portal Link to comment Share on other sites More sharing options...
Guest Mary Posted September 18, 2020 Share Posted September 18, 2020 @Aaron Carter being able to view the historic update section on a request will be available in the next service manager update. This will is currently being tested and expected next week. Link to comment Share on other sites More sharing options...
Guest Mary Posted September 23, 2020 Share Posted September 23, 2020 Hi @Aaron Carter Hornbill Service Manager (2022) which displays the historic update section on the Employee Portal is now live. Link to comment Share on other sites More sharing options...
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