View Email

[JAquino]

Since the latest update to Service Manager on 30 July, for any ticket we raise from an email we lost the ability to view the original email in the timeline:

 

Please can this be rectified ASAP as this is critical for us

Thanks

 

[Jim]

You could manually add it to the timeline in the process, or under the details where it says 'Email' for source you can just click that to view the email 

[JAquino]

@Jim Thank you been using Hornbill for 4 years now and never noticed that option to view the original email from the details pane!

Would be nice however if Hornbill could fix this as I suspect this was an unintended change on their part with the latest update.

 

 

[Nanette]

@JAquino Just to confirm, there haven't been any changes made in this area of Hornbill. It has always worked this way, the information from @Jim is spot on, thank you!

 

[JAquino]

@Nanette Something has definitely changed in our instance. I can look at tickets raised prior to the 30th and we can view the email from the timeline. After 30th it doesn't work, and the only change has been the latest update to Service Manager released on the 30th.
 

[Gareth Cantrell]

I can confirm the "View Email" option on the timeline has been removed between 29th and 30th.

Below are screenshots of requests - one raised on Monday (29th) and one raised yesterday (30th), both via email.

We have made no changes to our workflow since 31 May, so its not a workflow thing either.

[Nanette]

@Gareth Cantrell thank you for the above information. We will take a look and report findings.

 

[ssimpson]

We have found the same issue on our instance

[sam reynolds]

Same on our instance - view Email has been removed as an option in the timeline - for new requests - we'll use the option in the details section as pointed out above but if this can be added back in that would be great. 

 

[katy_palmer]

We are also experiencing this issue - I have just logged a support request - I believe this changed for us on the 16th July following New Update: Hornbill Core (352), we are aslo able to evidence support requests logged before this date have the ability to view email. This is a feature that will cause pain to all analysts working on a request that has been logged by email where they are unable to see the original detail. 

[JAquino]

@Nanette any news on whether this will be addressed in a future release, thanks

 

[Daniel]

Hi, we are also experiencing same issue, thanks Daniel