m.vandun

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Hi, I'm looking for a way to easily note down standard steps which needs te be taken to analyse a problem. I know this can be done via the progressive capture but I would like to do this outside this. I notice that the steps within progressive capture are being skipped, not filled in (even when it is mandatory). Mostly because a request is created when a customer is not on the phone anymore or when it is created from an email where not all information is provided. Also not being able and change / adjust these answers when a request is created removes the flexibility to gather information in a centralised place. I can create a template in the snippet but this is only accesable via email and is to many clicks away to be honest. Any tips how you work with these? Can Hornbill provide a sollution here? Regards, Mark

@Daniel Dekel Ok, why is it I have the option to set and others do not have this button available? Is it because I am admin? We have users that are working on a request from other teams but the work they do need to be logged on the categorie of the original team. For instance a project team member is the 2nd line support. The time spent on the request needs to be logged on the category working on request. Hope this makes sence.

@Martyn Houghton Indeed this is on a user by user basis.

Hi, Could not find it here and on the Wiki. Cannot find the correct rights to add the option to set the default catergory within a specific user / catalog type. Does anybody know this? Regards, Mark

It seems this customer is known at multiple organisations. Is there a way around this as this customer has 2 locations where our contact is the default contact. To clarify, there is 1 organisation with 2 locations.

Hi, I've gotten a few remarks that replies (via mail) on (open/on hold) requests are not being added to the request automatically but are ending up in the mailbox. Any idea what this could be? Some time ago I changed the option where an email should not be added to a closed request. Could it have something to do with this? Example: SR00012126 Regards, Mark

+1

@Gerry I'm not sure what more information you are looking for. A lot of our contacts do not have a direct email address. They instead use a generic mailaddress like info@.....nl. We reply to our customers via the mail option in a request. What I'm afraid of, if you would implement this, is that the wrong field is being filled when creating a contact. If it would be clear which field needs to be filled, this would be solved. A better way i think is to be able and select If you would like to activate the customer login when creating a new user. The contact is then send a login page where they can create an own loginID. In this way the user is connected to the correct organisation and we do not have to think about this anymore. Mark

@Daniel Dekel Thanks for the help.

Hi @Daniel Dekel If you could patch this for now it would be great. We are off at 4:30 PM CET. Thanks.

+1

@Daniel Dekel Thanks. This is known and we are already taking this into account.

@Daniel Dekel These customers do have access to the portal (although we use the email address as loginID, but this can be changed). But our customers are not using the portal. And we use email to communicate to our customers as there is no update reminder to the customer when an update has been placed in the portal.

@Daniel Dekel, Thanks for the reply. Indeed I mean Contact. How can we then get around this as many of our customers do not have a direct mail address and we contact and update the requests via email.

+1

Hi, Since today I noticed that I was unable to create a new CP for an organisation as the emailadres was already being used. We have al lot of customers that do not have a direct emailadres but are using an info adres instead. Has there been a change as this was working before?

Worked for us. Thanks!

We are getting the same issue.

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@Daniel Dekel This was the last request I checked. I did not check any other requests. Mark

@Daniel Dekel We still have this issue. I just got it with SR00011050. We only use Timesheet for the requests. Mark

@Victor Ok, I've got another example, with a different notification as well.

@Victor Since a couple of days we do not have the reply populated in the mail. Any idea what this could be?