chriscorcoran

@Steven Boardman thanks. I have done as you suggested, but it stops dead when I go through the process and get to approval, looking at the process I can see a blue triangle with Auto Assign?

Can you set an authorisation node so that you can choose someone to send the approval to, rather than set it to owner, or specified user?

@James Ainsworth thanks James, I will have a play and see what I can do with that.

Not sure if this is possible already. I have been in the process of setting up change in our environment and it would be great if we could add new sections on to the call record, like the ones we have already for customer details, call details, attachments and timeline, for things like assessment details, back-out plan, review details etc. It just makes the form easier for the authoriser to review each section rather than activities and updates to a call. Many other systems I have done change through have been a form, splitting out each section of the change process. Is this something that is easy to do? I think change is fairly standard across many organisations so would benefit a lot of people.

@James Ainsworth great news thanks to you and the team as always for the prompt response.

@Paul Davisfair comments.

i have recently implemented the priority colour coding which has gone down well. A number of the team have asked would it be possible to colour code the request lists so that calls resolved and closed have a light green appearance similar to the yellow when a call has been updated.

Thanks for the update @Steven Boardman

@Victor thanks sorted

When I send an email from a call the summary changes to all lower case, see attached. Is there a way to keep it the same? Thanks Email templates - send email.docx

@Steven Boardman Thanks Steven it would be great to have as people are just skipping the time spent and its playing havoc with our reports. In the meantime I will try to educate our support staff a bit more.

I have an activity that I want people to add time to before they can complete the activity, is that possible? I can make the reason box mandatory just not the drop down and can't see an option in the bpm.

@Steve Gspot on thanks! @Victor thanks as well. That has been a big help publishing to my power bi report now.

@Victor @Steve G Yes so the report you have given me is fine with email updates first and last. As you say I just want tickets logged form 01/01/2018 so I should use what you suggested? As the report you kindly did brings back everything.

@Victor thanks, I'm getting a SQL error but the syntax looks correct 2531912019-02-06 10:47:28infogeneral8368Invocations (7f47861a-3c9c-4b36-b019-6e54b63e83ad): system/getLogFileRecords 2531902019-02-06 10:47:28errorperf2300 ( SELECT sub_b.h_id FROM h_buz_activities sub_b LEFT JOIN h_msg_messages m ON m.h_msg_id = JSON_VALUE(sub_b.h_extra, '$._emailId') WHERE sub_b.h_target = s.h_id AND sub_b.h_type = 'Email' AND m.h_msg_to = 'support@resonate.tech' ORDER BY m.h_msg_date > '2018-01-01 00:00:00' )

@Victor thanks, is this in the filter do you mean?

@Steve G That's spot on, thanks so much. Is it easy enough to add in a filter to select everything from 01/01/18 to current date? If I add in a user prompt for dates it breaks my R script.

Hi I have created a number of shared views with graphs but other people cant create dashboards based of these views, is this something that is possible?

@Steve GHi Steve I had a play on the report, its close but its not picking up the latest email, As an example if you look at IN00025440, it’s only pulling the first inbound message for both first and last message (10/1) but the last email was outbound on the 17/1. any thoughts. as an aside I dont mind if we have to purchase some dev time to nail this report?

@Steve G Thanks Steve, I was out the office the last couple of days so missed your post. I will have a play now. Many thanks for taking the time to look into this and do the report, much appreciated.

@Steven Boardman@Victor do you know which column gives me the most recent update?

@Victorthanks, I will give that go.

Yes so what I'm trying to do is build a report that shows all calls for a service but it needs to include the first inbound email from the customer and the latest email update added to a call, so I guess a filter.

@Victor thanks. No I haven't built anything new yet. I have just checked with our support manager and he was running something. I need to check what it was. He has stopped now, so we should be all good. Thanks for the flag.

@victor for a report I'm doing I'm trying to get the following, do you think that is possible? A report where it has the first email and most recent email contact on it (ideally append onto the all incidents report, though I’ll take a separate one as long as it has the incident ref on it. An ideally sight of last customer update as well as last update on the views in hornbill