AndyG

Hi @Estie, We have fixed the following defect. Please look out for it in an upcoming Service Manager application release. "PM00178848 - Inconsistent behaviour of summary & description text in intelligent capture"

Hi @Ashley, please see my answer on another thread. Hopefully it can help you too.

@Ketan.lakhani, Please check your service configuration. If your "Resolution Category Level" is set to a level with no categories below it then there will be no categories to choose on resolution. If you have also configured resolution categories to be required (i.e. turned this app setting on: "servicemanager.request.closureCategory.default.required"), then you will not be able to resolve requests for the service. There was some inconsistent behaviour that enabled you to resolve a request without a resolution category when you had resolution category configured as required. This inconsistencey was fixed in the last release of Service Manager.

Hi @Jeremy, This has been fixed and released (some time ago now). Just wanted to let you know, in case you hadn't realised.

Hi @Jeremy You might find this extension for the chrome browser useful.. https://chrome.google.com/webstore/detail/gofullpage-full-page-scre/fdpohaocaechififmbbbbbknoalclacl

Stefania's question answered here:

Hi @Stefania Tarantino I think these are the 1s you are looking for... GREEN: guest.com.hornbill.servicemanager.portals.servicePortal.home.requestView.details.resolve.working RED: guest.com.hornbill.servicemanager.portals.servicePortal.home.requestView.details.resolve.broken

Hi @Berto2002, You don't have to reload the page; You just need to click on the "Resolve" tab header to select it; This will then show the buttons. You are correct though; This can be improved so that the tab is automatically selected. Look out for the following defect fix in an upcoming release of the Service Manager application. PM00176350 - Request details action tab is not automatically shown in employee portal Cheers, Andy

@Luke, There is also a Service Manager application setting that you might find useful: app.request.update.site.showAllSites If you turn this on, you will get the full list of sites in request details.

Hi @Luke, The sites are filtered based on the company that is set against the request. The company set against the request will most likely be one that is associated with the customer at the point the request is logged. This will not necessarily be the customers "home organisation". If you frequently want to choose a different site. i.e. A site that is not associated to the company set against the request; You could use the following "Hornbill Automation" in your business process or via a custom button/autotask: Service Manager > Entity > Requests > Update Request > Site

This issue is no longer reproducible since asset history improvements (CH00165714) were released to LIVE in Service Manager Build 2789 on 12th January 2023.

Hi @Hayley Gladden, We decided to patch the above defect so you don't have to wait for the next SM release; Merry Christmas. Your instance should now have been updated although you may need to clear your browser cache. Please let us know if this is working for you. Many thanks, Andy

Hi @Hayley Gladden, The following defect has been resolved: PM00175335 - Pagination not working in intelligent capture forms. This is likely to be included in the first Service Manager release of 2023.

Hi @Teresa Ward The "Raise Request" button in the Live Chat application will use the IC listed under the following Service Manager application setting: app.itsm.progressiveCapture.newRequest

Hi @Salma Sarwar, I am trying to work out why your expectation is not being realised. If you finish the capture with "No" in dropdown1, then any value that might have been selected in dropdown2 will not be shown in the details of the resulting call. This has been fixed for a while now. I wonder if you are looking at some old calls that were logged before the fix ? These will not have changed unfortunately. Or perhaps you are selecting "yes" and "upgrade", then "no", then "yes" again without finishing the capture? In this case, dropdown2 will have retained "upgrade". Is it at this point you expect the value to have been cleared ?