lee mcdermott

hi further to the above we have another call where the BPM hasn't been activated it has now been resolved - but i would like to be able to set the status to closed so it is removed from the request list? any ideas?

@Pamela @Alex8000 thanks that's great

Hi For some reason one of our BPMs failed looks like it had lost a setting when trying to add to a board. I have altered it again and it now works. However how do you close a call when a bpm has failed see screen shots below. I have selected resolve - so it says it is resolved. But is still shows in the request list under resolved where as normally we would have them closed so they disappear from the list. I have tried the run last stage but that hasn't done anything. Is there a command or something that can be run against individual calls if\when this happens? thanks lee

Hi, is it possible to bulk upload contacts or do they have to be added individually? thanks lee

@Trevor Killick thanks trevor. We may be looking to use the customer portal as 160+ seemed like a large overhead to create that many profiles and associated SAML Apps in google. But just wanted to check first in case we did end up going down this route. thanks lee

HI, I was just wondering if there is a maximum number of SSO profiles that can be configured? We currently use SSO for our domain, but we may potentially have 160+ additional domains that will need to authenticate. With this number being quite high I am just exploring different options and wondered if this number was feasible? thanks lee

@Ehsan ah right ok thats fine. Thanks for letting me know. I will keep an eye out for any updates that may resolve this. lee

Thanks @Ehsan - yes I have similar - but unfortunately still doesn't stop some users selecting the wrong ones. @Steven Boardman see screen shot when selecting the service I do not get the targets displayed? I thought it might be a permission thing but not sure - I have even tried adding myself to the super user role but it still does not display? As I say i thought this is where it was as I must have accessed it previously but not sure why it has gone?

Hi, I was wondering how people tend to handle calls logged incorrectly - i.e. if a call is logged as an incident through the portal but it should really be a service request? I assume you cannot change the call type? I notice you can raise new from the link option in the call which takes you through the progressive capture again, then the incident could be closed. This could be one option, but increases the overhead on the analyst to do this. Alternatively I was thinking of adding an additional priority i.e. task and the call priority could be changed to task so the call doesn't have the resolve timers for normal incidents against it. This is how we used to do it on our old system. So I have created a new priority of task see below created a new service level -and created a rule. However on the configuration tab shown below by clicking on any of the cogs nothing happens? How do you actually view and configure the response and resolve timers? I checked the wiki but it doesn't seem to show exactly where the options can be found. I have done it before and thought it was from this section - but this doesn't seem to be working anymore?

@samwoo @James Ainsworth Thanks Guys, yes that all makes sense and is exactly what I was after. I do think it will be useful so think I will amen d my BP's to include this feature. thanks a lot lee

@DeadMeatGF so what defines when it is NOT new? how or when would it move - again would i configure this in the BP say once some has assigned it for example

@DeadMeatGF ah thats great thanks a lot

@DeadMeatGF thanks for that. Any idea where or how this is configured in the BP?

Hi, Just wondering if anyone can explain the New request option you can see at the top of a request list? I vaguely remember it being mentioned once during switch on, but cannot actually remember when or how calls would show in this list? Do you need to configure something on the BP? I haven't noticed any of our calls yet appear as new so not sure what is required to be configured any info would be great thanks lee

@James Ainsworth thanks james

Hi does the request list auto refresh or do you have to manually hit the refresh button to show new calls? thanks lee

@James Ainsworth ah brilliant. Yes that has done the trick many thanks lee

Hi, We have found today that if an analyst adds an attachment to a call to uploads ok. Another analyst can view the call and then view the attachment fine. However if the person who uploaded the document tries to view the attachment it does not display the uploaded attachment but it opens the browse window to search the users pc for a file. Has anyone experienced this before or any ideas how to resolve. thanks lee

@conorh thanks conor that has done the trick. I had cretaed the address as you described but had missed the tick box to set as default. thanks a lot lee

Hi , i have just set up a new mailbox as we have previously been using a test mailbox (due to go live on Monday) The new mailbox can connect and communicate fine and is receiving emails. However I cannot reply to anything as I have no default address setup for it see screen shot below. How do I update this as it is greyed out and I cannot add anything to the field?

@Steven Boardman thats done the trick thanks

@Steven Boardman hi steve, yes that was switched on. I have switched it off so will test again. Hopefully ok now thanks lee

Hi, Just wondering if anyone knows why whenever I log a call I seem to get added as a member to everything? Will this be due to a role I am a member of or another reason? Any ideas thanks lee

great. Thanks all for responding much appreciated. I have tried the setting the allow sql query to on and this has done the trick. thanks again.

Hi, We are due to go live on Monday, so wanted to run the clean utility early to make sure all is well. However I get the following error also conf file attached. I tried initially to do just change requests, then problem. But it failed with the same error. So went for all requests but still got the same. Any ideas?