Gary@ADL Posted July 21, 2016 Share Posted July 21, 2016 Hi Guys - ive noticed that when you raise a new call via email with an embedded image, service manager strips that image out of the text and includes it on the call as an attachment. is it possible to amend this? so that the description field is rich text and can contain images. the images being stripped out in some cases ruins the flow of the message, and can make it very laborious to just understand whats going on (as the messages reference screenshots which we cannot see without navigating away from the text), there is no indication of where the screenshot or image was originally within the text, or if there is more than one image - which image was where in the text. in the old system it did the same, but you had the option to view the original email as an attachment so you could see the 'original' email request with the text and formatting how it was as the customer sent it. see examples for how ive sent a mail, compared to how it appears once logged, thanks Link to comment Share on other sites More sharing options...
Gary@ADL Posted July 21, 2016 Author Share Posted July 21, 2016 ah ok so I see if I click the 'email' link under source it takes me to the email, does this stay attached to the call permenantly? or do it get removed if we clear out the deleted items folder in our mailbox? Link to comment Share on other sites More sharing options...
Guest Chaz Posted July 29, 2016 Share Posted July 29, 2016 @Gary@ADL the link to the email will only work if the email still exists. If you were to delete the email completely (from the Deleted Items folder) then the link would not be able to retrieve the email. Link to comment Share on other sites More sharing options...
Everton1878 Posted July 29, 2016 Share Posted July 29, 2016 That could be an issue with some emails as the text doesn't always come across v well It would be nice if the images stayed in place, especially as you can embed imaged in the update section (although not in the other sections it seems ) When people include a table in the email it shows each cell on a different line as it did in SupportWorks It's a shame it cant show the email as it appears in the actual email Link to comment Share on other sites More sharing options...
Michael Sharp Posted July 30, 2016 Share Posted July 30, 2016 @Gary@ADL, we got around this by having a subfolder called "Request Responses". This has a rule attached that copies all emails to the request number that is found in the subject then moves them to a subfolder automatically so the content is saved. Mike. 1 Link to comment Share on other sites More sharing options...
Gary@ADL Posted August 3, 2016 Author Share Posted August 3, 2016 Hi Guys - im going to bump this up as ive also noticed that when the customer emails in a call update with an image on it, again hornbill strips the image out, and stores it as an attachment, which is fine to a point - but it doesn't even give you a quick indication in the message update that there was an image there to begin with. this means that with every single call update we're going to have to click 'more actions' then 'view email' just to check that there wasn't an image included! - surely there must be a way to include a visual indicator that an image used to be there in the text itself. e.g. in the included image, the highlighted text was the users reply to a question i asked. i only needed to see her reply so didnt click 'more actions' etc, nowhere does it suggest that there was also an image included as part of the call update. its simply not acceptable for us to have to drill down into each message update just to see if there is an image included... Link to comment Share on other sites More sharing options...
Gary@ADL Posted August 4, 2016 Author Share Posted August 4, 2016 just an update for extra clarity, the customers email as shown above actually looks like this, with an image underneath her message. even if we could get a bit of text replacing where the image used to be saying ***image present*** or something, this would suffice , athough it would be better if it was a clicky link or better the image itself ) Link to comment Share on other sites More sharing options...
Ralf Peters Posted August 4, 2016 Share Posted August 4, 2016 can I jump on this one two : i our case the email update DOES NOT separate the attachment , we have email updates that conatin .docx documents for example that are only visible if we go into view email , they do not show up under the attachment section. Thanks Ralf Link to comment Share on other sites More sharing options...
Everton1878 Posted August 11, 2016 Share Posted August 11, 2016 I came across one today where a customer had updated the call via email with an attachment The only clue that there is a screenshot is where it displays [cid:image001.png@01D1F2F6.7547EE60J] To view the screenshot I had to go to More Actions and View Email which then takes you to the email in the inbox I would be better if it could keep the screenshot visible in the update, it didn't even strip out the screenshot and add it as an attachment to the call Fortunately we're not emptying the deleted items folder at the moment but I know we had to periodically in SupportWorks as it would slow down when switching between the folders and often timeout Link to comment Share on other sites More sharing options...
Steve Giller Posted August 11, 2016 Share Posted August 11, 2016 Again, the issue is where people have flashy, multi-image signatures: if you inlined attachment images you could end up with a ridiculous list of logos, smilies and motivational quotes which would make it more difficult and annoying to find a "genuine" attachment than it currently is! Link to comment Share on other sites More sharing options...
Everton1878 Posted August 15, 2016 Share Posted August 15, 2016 On 11/08/2016 at 0:08 PM, DeadMeatGF said: Again, the issue is where people have flashy, multi-image signatures: if you inlined attachment images you could end up with a ridiculous list of logos, smilies and motivational quotes which would make it more difficult and annoying to find a "genuine" attachment than it currently is! We have people with images in signatures and they get added as attachments when a call is logged from email I'd like to see the email embedded with all images in place on the timeline Link to comment Share on other sites More sharing options...
Claire Holtham Posted May 15, 2017 Share Posted May 15, 2017 Hullo, I was wondering if there was movement on this topic? Is there any plan to develop rich text fields for Service Manager? So that any screen shots that are provided when logging the call are visible in the call description (rather than having to look at attachments). I'm looking at an authorisation process, and having images & text visible in the Summary and Description fields would be invaluable to streamlining and simplifying the flow of information. Cheers, Claire 2 Link to comment Share on other sites More sharing options...
Henrik Brattlie, Manag-E Posted October 16, 2017 Share Posted October 16, 2017 This thread is due for a bump. The requested functionality seems to be available in almost every ITSM solution available, and hopefully it will soon be available in Hornbill as well. Link to comment Share on other sites More sharing options...
Lyonel Posted October 16, 2017 Share Posted October 16, 2017 +1 for the bump and the feature ! Link to comment Share on other sites More sharing options...
HHH Posted October 30, 2018 Share Posted October 30, 2018 I just got the same request from one of my analysts so I'll bump this thread Link to comment Share on other sites More sharing options...
Martyn Houghton Posted October 30, 2018 Share Posted October 30, 2018 +1 for us as well. Link to comment Share on other sites More sharing options...
Paul Alexander Posted October 30, 2018 Share Posted October 30, 2018 +1 here too..... Link to comment Share on other sites More sharing options...
samwoo Posted October 30, 2018 Share Posted October 30, 2018 Jumping on the bumpwagon +1 Keep the bump train going Link to comment Share on other sites More sharing options...
Cizzling Posted November 26, 2018 Share Posted November 26, 2018 +1 since this wish comes from many of our analysts. Link to comment Share on other sites More sharing options...
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