[Adjusting column widths?]

Hi,

 

Is it possible to adjust column widths?

Often some fields cannot be read as the column width is very narrow and I cannot see anyway to widen them?

[BPM failure]

@David Hall

 

ah thats great thanks david... i didn't see that

 

thats done the trick

[BPM failure]

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?

[Contacts bulk import?]

@Pamela @Alex8000

 

thanks that's great

[BPM failure]

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

[Contacts bulk import?]

Hi,

is it possible to bulk upload contacts or do they have to be added individually?

 

thanks

 

lee

[Maximum number of SSO profiles]

@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

[Maximum number of SSO profiles]

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

[Incorrectly logged calls and sla timers]

@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

[Incorrectly logged calls and sla timers]

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?

[Incorrectly logged calls and sla timers]

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?

 

[New requests filter]

@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

[New requests filter]

@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

[New requests filter]

@DeadMeatGF

 

ah thats great 

 

thanks a lot

[New requests filter]

@DeadMeatGF

 

thanks for that.

 

Any idea where or how this is configured in the BP?

[New requests filter]

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

[request list auto refresh]

@James Ainsworth

 

thanks james

[request list auto refresh]

Hi

 

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

 

thanks

 

lee

[viewing attachments]

@James Ainsworth

ah brilliant.

 

Yes that has done the trick many thanks

 

lee

[viewing attachments]

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

[Shared mailbox default address - how is it added?]

@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

[Shared mailbox default address - how is it added?]

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?

[Logging a request always added as a member?]

@Steven Boardman

thats done the trick thanks

[Logging a request always added as a member?]

@Steven Boardman

 

hi steve,

 

yes that was switched on. I have switched it off so will test again. Hopefully ok now

 

thanks

 

lee

[Logging a request always added as a member?]

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