HHH

We are trying to enforce setting categories to each request when they are raised but we cannot use the Suspend awaiting category node since the various services are set to start in the middle of the "tree" and thus the system thinks that category has already been set. guest.servicemanager.request.category.request.enforceLastItem has been set to true but that doesn't help. Is there a way around this? Can for example totally different profiles be used for different services?

@Steve Giller Would setting visibility to owner and then reassigning the request to another owner, transfer visibility to the new owner or does it "stick" with whoever created the update?

Has the way to award achievements changed in the new UI? The button is no longer visible. Using FIrefox

When raising a request and providing your analysts with a support passkey the times allowed are way too short requiring your analysts to ask for new keys again and again. Could it be changed to allow for up to a week? Also I don't think the granularity going down to single hours is needed

+1 to be able to reply with previous content

@Sandip Bhogal If it's only for information perhaps you can use a single line text field and then regex it to only allow hh:mm:ss or whatever time format is used by filtering the appropriate regex

I'm struggling trying to build a workflow that checks if the local time for the customer is within the working day calendar opening hours for the assigned team and if within just leave as is and if outside, reassign to our global team. I can get the local time of the customer but I cannot find which nodes are used to find the working time calendar opening hours. If I can only find opening hours, I'll manage

Great idea @Alisha. Following and +1 if it can't be done in current version

@AlexTumber If it works for updates as well as raising requests it would work for us but I share @Martyn Houghton's concern regarding "Update request" not using email templates since this is where we would have the most use for hiding the email from customers where information in email is internal.

In the new UI when entering text in the resolution box, the styling "pop out" covers the category requiring extra clicks to resolve

@Steve Giller Since it says "ALL of these conditions must match" I have assumed AND, thanks

In the advanced search, is it possible to use booleans for example "Description text" - "contains" - "dogs OR cats" ?

@will.good In Platform configuration -> Advanced System Settings. integration.openai.enable

Since last update the UI assist icon is visible in updates and comments despite us having AI assist turned off in our instance. Not a big thing but still could be taken care of.

+1 and also to be able to apply roles from template as part of BPM

@James Ainsworth When using the above node to downgrade a user from full to basic, is the user automatically stripped of all "Full User" roles or will that have to be handled manually. If so can multiple roles be stripped in a single node or will it need one per role?

I found a bug. If I try to filter organizations on a custom field which is a list, it previously opened a drop down where you could pick the value. The new UI looks like it uses some kind of lookup but fails to find anything of you enter the label instead of the value of the list post. Since the label is the only part that our analysts can see the lookup fails

Could you use a custom field in the request to store/update a date value and send that value to the O365?

Is it possible somehow to link directly to a specific view in the request list? So I can create a view and share a link directly to it

Hi! When I try to search for something in the top search form in Hornbill, and get 10+ pages, even after limiting it to just one service.. then I really don't want to look through all the pages for a match. Please add some kind of sorting to this. Date (where applicable) and alphabetical would be enough, then I can roughly estimate which page to go to and limit my time a lot.

Hi everyone I'm trying to update the ticket descrption with a collection of data from multiple forms and fields in an intelligent capture. How can I add line breaks between the field data? I want something along the lines of: Customer: &[functions.pcf("frmAllProjects","field_2")] <br/>Environment: &[functions.pcf("frmAllProjects","field_3")] so it displays Customer:Customername Environment:Server environment But I get Customer:Customername<br>Environment:Server environment What shall I use instead of <br/> to insert a line break in the correct place?

Excellent idea @MacLean Ferguson +1 from us too

We have a loop so customers can re-open tickets. But we leave out the ticket number from the subject of our resolution mails since many customer raise a new ticket by responding to an old email and we don't want those to go into the old ticket but we want a new one, so we have a manual step there. But if customer goes to portal, they can reopen and it works as expected

@AlishaWe added a routing rule that deleted emails containing all kinds of out of office autoreply messages in various languages. So far it has worked. subject LIKE '%autoreply%' OR subject LIKE '%autosvar%' OR subject LIKE '%automaattinen vastaus%' OR subject LIKE '%automatisch antwoord%' OR subject LIKE '%Automatic reply%' OR subject LIKE '%Automatisk svar%' OR subject LIKE '%Out of office%' OR subject like '%Automatische Antwort%' OR subject LIKE '%Automatic reply%' OR subject LIKE '%Réponse automatique%' OR body like '%e-mail est généré automatiquement%' OR body like '%e-mail is generated automatically%'

Can documents be published in the Customer Portal or is that limited to the employee portal?