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m.vandun

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Posts posted by m.vandun

    Template RCA

    in Service Manager

    Posted

    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

    Set default category Timesheet

    in Timesheet Manager

    Posted

    @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.

    Email updates not added

    in Service Manager

    Posted

    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

    Adding user with generic mailadres

    in Service Manager

    Posted

    @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.

    On 15-3-2018 at 12:46 PM, Gerry said:

    might it be that instead of emailing them at the address allocated as their login ID/personal email, we could add a second field (or indeed re-factor one of the three email fields) to be used specifically for email notifications

    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

    Adding user with generic mailadres

    in Service Manager

    Posted

    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?

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