m.vandun

@Victor Any updates on this issue? Mark

@Steven Boardman Just tested this and it works perfectly. Thanks for the help! Mark

@Steven Boardman That sounds exactly like what I need. Will give it a try. Mark

@Steven Boardman That would still not avoid the question in the install stage as the install stage is always needed. It could be that only a small section of the installation is not needed. Ideally I would select in the information gathering stage all the parts that needs to be done in the installation stage. If a part is not needed it would not show in the install part. Currently they need to select "not needed" in the information stage and then again "not needed" in the installation stage. This creates tasks that are not needed for that particular installation and is a waste of time (albeit only seconds). Mark

Hi @Steven Boardman, Thanks for the quick reply. This would work in a straightforward flow. I have a bit more complicated one where the selection is part of a parallel process. The installation stage does not need to be bypassed. If the selection could not be forwarded I could create 2 separate stages where one does have the Yes answer and one have to No answer. But this would also create 2 stages in the timeline I suspect.

Hi, I was wondering if it is possible to have a selection via a decision being transferred to another stage. For example, I have an information gathering stage and an installation stage. When you select does this needs to be installed and the answer is 'no' then this option in the installation stage is skipped. When the answer is 'yes' the activity is created in the installation stage. Kind regards, Mark

Hi @Chaz, I've browsed through, at least what feels like hundreds of pages of translation strings. The once I did find seem to be ok.

@Victor I've tried this and added the add attachment to the progressive capture. During request creation the attachments are shown in the screen but when creating the request no attachments are added. Regards, Mark

Hi, It seems since yesterday the notifications are not showing correctly anymore. Please help. Regards, Mark

I'm interested in this as well. Regards, Mark

@Bob Dickinson This looks great! Thanks for the clear explanation and help! Will try this. Regards, Mark

Hi @Daniel Dekel, This is the organisation view. Regards, Mark

Hi, When you enter a long website address, it will overlap the field next to it. Kind regards, Mark

Hi Lee, This error could also mean that no email address has been filled at the customer details. Regards, Mark

Hi @Bob Dickinson, Thanks for the reply. There are 2 reasons for getting this information. 1) I would like to know where my agents are spending their time on. Not only for time reporting but mainly for optimization of processes. I would really like to know, if there are specific incidents that need a lot of updates (could be email to customers or updates internally, before it is resolved). If I have this info I could work to better optimising the workflow. 2) I would like to know where my agents are spending their time on. The only information I currently have, is how many tickets are created and closed per agent. If I only use this info, my agents are not doing anything on a daily basis . Emails: Is this just for emails that have been sent from against a request - or simply ALL emails sent from the mailbox over the course of a time period? Does this count require to be group by the individual who sent it? Emails by agent against a request. Updates Is the count purely for the "Update" type of action against a request timeline or for any interaction they have made with a request? (i.e. do you want to also include updates such as changes of priority, changes of status, adding the resolution etc? Some of these other interactions could be useful, but i'm more interested in updates that have been made. Kind Regards, Mark

Hi, I'm looking for a report that shows the amount of updates / emails our agents make on a daily / weekly basis. What is the best way of getting this report? Kind Regards, Mark

Hi @James Ainsworth, I would like to have this option as well. Regards, Mark

Hi, Today we noticed that we get the following error when changing customer details. This error appears when we save the details. When refreshing the screen the details are changed. Kind regards, Mark

@Ehsan Unfortunately there is no filter option in this screen so I cannot check this. I did check the suspended and unapproved list, the account was not in here. @nasimg When changing the logon ID, the login worked. I assume this is set correctly then.

Hi, A customer tries to logon to the customer portal, and gets the following error. I checked the account and it is approved. We are unable to logon on the customer location and on our location. I changed the logon ID to another one (we use the same logon ID as the email address), then it worked. We do not have any other customers, that have this problem. Any idea what this could be?

Hi Sonali, What we do is, in the BPM, one of the last steps is to clear the breach board.

@Victor Checked it with 2 incident requests and it seems to be working properly (IN00004134 and IN00004135). Don't know what happened or what changed but he is receiving the mails now. Thanks for the help!

@Victor I will create 2 test requests which I will close and test it with my account, where I know it works properly, and 1 for Mark. I will let you know what these requestnumbers are.

Hi @Victor No worries. Yes Mark still has this issue. As far as I know he is the only one with this problem.

We would like to have this integration as well. Regards, Mark