Kelvin

Thanks Trevor Amazing quick response as always

Could you tell me where I would find this setting.

I would like to include a block of text on a custom form which does not need an answer is this possible. eg. Information about where the call will go next. Or information about why we are capturing certain information.

I have created a progressive capture when I add this to a service catalog item I get the error below. any ideas?

Just wondering if anyone had thought about what happens if an agent logs a call as a Incident when it should be a Service Request or vice versa Is there any way to switch a call.

Thank you for the information

Is it possible to set up a BPM to alert the owner of a call 1 hour before it is due to breach.

Hi Trevor Thanks for the info. I think I have found the issue, It complained about a user that had been deleted. Since adding the user back I have been able to view the conversation screen.

I would log this through support however we are blacklisted on emails at the moment. When I click on conversations I get a "Loading Conversation" and a loading icon but nothing ever shows and no error message.

great thanks

If the Sandbox instance gets recreated is it ok to test out some ideas on it?

Just wondered if there is a public server where we can test BMP and progressive capture away for our live environments

Opps No I hadn't. All working now thanks

I am trying to set up a few Snippets how ever the drop down for Variable does not show

Thanks Neil, much appreciated.

Sorry for not being more accurate I currently use However I would like to update the Summary field with the answer from a question I asked in the Progressive capture custom form. Let me know if you need more details.

This may have been already covered. Is it possible to update the Summary & Description fields with an answer from a custom field?

I have a Dynamic checkbox group which I have set "This field requires a value to be provided" however I can still pass this form without checking any of the boxes. Is this a known issue

Just so that you can see the interest in this feature. We are eagerly waiting for this to be mandatory as reporting back on resolution profiles is a problem at the moment.

I have a problem If a call is assigned to a user in the Progressive capture and then they assign the call without accepting it(Human Task) the new agent is unable to complete the human task as the call has moved owner with the task being updated. I believe this is a permissions issue as I (as an administrator can complete a task that is not owned by myself. Does anyone know what the permission/right is called.

For us as Nasims comment it would be extremely useful for when a call does not have an owner it can't be resolved.

Hi James Yeah think I am looking at the planned improvements. Thanks

Is there an easy way of putting in an alert(not sure if that is the right word) to set up a way that if the Priority gets changed then it starts a section on the BPM. EG if a Priority 1 is logged at call logging then an additional email goes to a manager and gets added to a board. If it gets changed at a later state then nothing currently happens, it would be nice if it then emailed and got added to board.

Is there a setting to allow me to restrict who can reopen a call?

Cool Thanks