Alisha

Hello, Is it possible to use a routing rule to forward emails to another email address? No raising of requests is required. Many thanks, Alisha

Hello, We have a process set up to auto-log emails based on the subject line. The body of the emails contain an image, but when the request is logged, it replaces the image with text. Please could I request that the images get added as attachments? Many thanks, Alisha

Thank you very much @ArmandoDM

Hello, Today I have noticed that override flags that were used in captures are now showing on the logged request as 'Not Answered'. Is this a known issue? Many thanks, Alisha

Hello, I have used a Data Query in one of our captures so that the customer can select the software/application from a predefined list (our assets). However, when searching for an asset, for example Microsoft Outlook, if we begin typing 'outlook' it doesn't pull up the result (second screenshot). We have to start typing in 'mi...' in order for Outlook to appear (third screenshot). Is it possible to have the system search on any part of the text, so it finds the result if we start typing 'Outlook' or 'Microsoft'? Many thanks, Alisha

+1 for us as well please

Hi @James Ainsworth, Customers can still add a comment via the portal even though the request is closed. We would like this option disabled if possible, please. Many thanks, Alisha

Hello, Is it possible to disable comments when a request is in a 'Closed' state? If not, please may I request this as an enhancement? Many thanks, Alisha

+1 for us as well please.

+1 This would be handy for us as well.

Hello, I would like to use the {{user.phone}} session variable in a progressive capture. However, it only seems to work if I put it in the Description field. One of the questions we ask our customers is to provide their best contact number; the reason for this is if they are working at a different location, we will require that phone number instead for a call back. In order to improve the customer experience of logging requests, I wanted to use {{user.phone}} in the Default Value of a Single line text field so that their number appears and they don't need to type it in. I could even use both {{user.phone}} and {{user.mobile}} in the same field, and the customer would only need to edit the number if they are not working at their usual desk. Please could I request this as an enhancement, if not already possible. (I have tried, but can't get it to work.) Many thanks, Alisha

Hello, Please could we have a field type for the time only when creating progressive captures. Instead of using a 'Single line text field', where customers/analysts can input times in different formats, e.g. 11am / 11 AM / 11:00 etc, it would be handy to have the option of just a time field to capture the time accurately. I know there is a 'Date & Time control', but sometimes the date is implied (the date of logging the request) or not necessary to capture. Many thanks, Alisha

Thank you @Keith and @Victor Is it possible to use the same wildcard in the Business Process? So instead of 'contains Priority 1', I could say 'contains Priority % 1'?

Hello, I was wondering if someone could help with this please. We have a Business Process and Routing Rule set up to raise a request automatically when a third party emails us. The third party's email subject contains a long line of text and then the priority. The request is logged automatically and the original email subject line becomes the summary. The Business Process is set up to change the summary to something shorter but still including the priority. We initially set up the Business Process with summary contains 'Priority = 1', 'Priority = 2', 'Priority = 3', etc. However, the email subject line could now contain a number of different permutations So we might receive any of the following within the subject line: Priority = 1 Priority: 1 Priority - 1 Priority is 1 Is there a way we can put a wildcard in between the word Priority and the number 1, so that we don't have to add so many different 'contains' criteria in the Business Process? Similarly, for the routing rule, we have several subject LIKE '%Priority = 1%' OR subject LIKE '%Priority: 1%' OR subject LIKE '%Priority = 2%' OR subject LIKE '%Priority: 2%' and so on. Can we include a wildcard here as well? Many thanks, Alisha

+1 for this. And also the ability to select which team the template will be visible to.

Hi @James Ainsworth, Sorry I posted in the wrong area. Thank you very much - this change will be really useful to us!

Hi @James Ainsworth @Steve Giller, Would it be possible to track the changes to answers in the timeline, like it does when we amend the summary line? Many thanks, Alisha

Hello, We have an email routing rule set up to look at subject lines of an email before they are automatically logged as a request, depending on what the subject line says. It has become necessary to increase the rule expression criteria: subject LIKE '%text here%' OR subject LIKE '%text here%' OR subject LIKE And so on. However, I receive an error message because it's too long now. Would it be possible to increase the size limit of the rule expression, please? Many thanks, Alisha

+1 This would be really useful.

Excellent! Thank you so much @Chaz

Thank you @Chaz. Would it be possible to add that feature in a future development please?

Thank you so much @Chaz! Is it also possible to underline it so it looks like a link?

Hello, Is it possible to use wiki markup in links to make the text a different colour, or make the font bigger? We'd like the link to be more visible to customers. I know we could make it bold, but just wondering if there were other options we could use as well. Many thanks, Alisha

Hello, When site details are changed in the Details screen after a request is logged, it does not show what the original site was in the timeline, only what the site changed to. Please could this information be added to the timeline? When we update the Description, it shows the changes - either highlighted in green to show what was added, or highlighted and crossed out in red to show what was removed. Could this be done for site changes please? Many thanks, Alisha

We also have this issue, but assumed it was because we were using an older version of Firefox.