m.vandun

Hi @Mohamed I've attached 2 screenshots: This is the view when customer search is enabled. This is the view when contact search is enabled. the progressive capture is identical in both cases. Hope this helps.

Hi, NEW: When creating a new Contact through Progressive Capture, the email address is pre-populated if available {CH00148771} Was waiting for this update. Tried it and it worked. Unfortunately when we are using this node to select a customer, the services are not shown correctly in the service details node. It seems that all other services are show where the organization is not registered to. Is this a bug or is there a configuration part I'm missing? Kind regards, Mark

@Victor Good to know that this is due to our lack of configuring correctly and not predefined by the system

@Victor Tried this and it seems that these mails are placed in the normal inbox (not a failure inbox). This is exactly what we want. Thanks. Mark

+1

Undelivered emails are placed in the sent items as unread. A green envelope means it has been received, a red envelope means something went wrong. A great addition on this would be if a notification can be sent when there is a problem sending the email. We now have to keep a look in the mailbox to see if there are any undelivered email. Unless of course, this is already possible. Regards, Mark

+1

Hi, I was wondering if there is a way to auto reply (via mail) to customer that a request has been closed and they need to create a new request. We find that a lot of customers are replying on old emails, with the closed request ID in the mail. These replies are then being missed (we do get the notification an update has been made but these then get lost in the mail ). Alternatively, is there an option to not auto add mails to a closed request so these are then in the mailbox and need to be processed manually? Kind regards, Mark

Works like a charm!

Hi, Any updates on this request? Regards, Mark

@Daniel Dekel We are on Build: 68.

@Daniel Dekel I get this every time. 2017-12-20 12-11-48.mp4

@Daniel Dekel The only difference in steps i take is that I fill the time manual via the timer, not the dropdown.

@Daniel Dekel Correct. It is a request where another activity is created based upon completion of an activity (via BPM). When you fill in the time spent on the first activity (i.e. 6 minutes) the activity after this is completed with the same time. In the second activity I did not fill in any time spent (left this blank/default). I did not check what happens when you have a third activity and complete this one. 2 activities are closed, I only filled in the time in the first one.

@Daniel Dekel The activity only has an end date.

Hi, Just got a few requests where I logged the time in an activity. When I then got to the next activity (in the same request) when I then finish this one without selecting any time spent the same time is logged as in the first activity Example: SR00010027 Kind regards, Mark

+1

@Martyn Houghton We only deal with external contracted organizations (B2B) we don't do B2C. Cheers

@Martyn Houghton As is my understanding, per may 2018 (when GDPR will be effective). It should be enough when you address this in your agreement/terms of conditions. In here you should state that user accounts are created based upon personal names etc. This should be enough to be allowed and log an employee of an organization. The organization itself should have in its agreement with their employee that their details can be shared with external parties. This should also be addressed in our own agreement/terms of conditions that we expect for our customers to have this sorted out. For current customers where these terms ar not in effect, I suspect you need to address this to the customer if they want to use personal accounts. Although we only log name, email and possibly phone number these can be used to be tracked to a single person and they should have an opt-out option.

+1

Hi, Take a look at this thread:

Hi, Take a look at this thread:

Hi, I know this question was raised before but I could not find the answer. Is there a way, or will there be an update to send an email to all linked requests to a problem request? I know there is a way to update the request from the request overview or close linked requests. But I want to quickly update all customers that are having the same (major) issue where not solution is available as of yet. The problem is that most of our customers are not using the portal at all, so im looking for another solution to easily update our customers. Another option would be if our customers receive a notification via mail that an update has been placed in the portal. As far as I know, this is not the case currently. Another great addition would be if you could filter on linked requests to a problem, then you could quickly select all linked requests and place an update. Kind regards, Mark

@Victor Are there any best practices for dealing with this cap? Is there a way around this cap? Should I create multiple reports, splitting Incidents and Service Requests for example or is there a way to only export changes and import these to the existing table. I would really like the historical information for camparisson. Mark

@TrevorKillick Is there a cap at the maximum rows to export? I have a couple of reports that stop at 9000. Regards, Mark