Jeremy
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Enhancement Requests
Posts posted by Jeremy
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@Victor this is the email template
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We have this in our settings for the template:
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@Victor Yes this is a correct email in our system, we copied it from our directory system.
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Sorry, there has been a barrage of questions from me recently.....
We have set up some emails to automatically send as part of a BPM using the External Address but the emails not being sent.
Is there something that we are missing, like a comma at the end of the email address or some other setting?
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Is there somewhere where we can choose the information that appears in this box to include extra information such as 'Site' in our case?
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thanks @Victor
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I have two questions:
- How do you get a request to be moved from the My Requests to the Requests Awaiting feedback in the Customer Portal?
- When a customer updates a job in the portal is there a way to take the request off hold?
Regards
Jeremy
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Sorry @P. Nordqvist it must be Friday as I didn't the request properly!
We have a tick box at the end of logging a request (custom form in the PCF) then if you choose this it asks for you to type your resolution text (if necessary in your case) then in the BPM we get the PCF answers and if log and resolve was chosen then we update the resolution text and email the customer, whilst setting the status to Resolved/Closed.
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@P. Nordqvist This is something that we have added at the end of the raising a request, where we look at the crated by and then assign it to them. We are then having issues which which team the job gets logged too.
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@Dan Munns What happens if the user is not in that team?
For example, if we use the log and resolve and we say the team is Service Desk if that user is not in the Service Desk group will it be assigned to them or will it just put the job into one of their other teams?
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We have set up a process where analysts can log and assign jobs to themselves at the point of logging a job.
We are finding that if the analyst is in more than 1 team it assigns the request to the first team they are associated with normally this is the first team alphabetically is there a way of changing this priority?
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Thank you @Steven Boardman & @David Hall
This is only our second day live!!
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@Steven Boardman Yeah that is where I thought it was but I am missing the Configuration option, what role do I need to see that?
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I cannot seem to find the Global Sub-Statuses menu today, has it moved somewhere or am I missing rights?
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bump
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We would like to set up some task templates but have found that you cannot predetermine certain actions, for example, we would like a template which had the predetermined options of Assign To - Group as it defaults to User and you can't seem to change it. Also, we would like to set the Outcomes options buttons and also to remove the Time Spent section.
Has anyone been able to create these types of tasks?
I have included a screenshot of the options that we have when creating a task
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Will the URL change as part of this migration? We are only asking as we are going Live in about 2 weeks with our instance and wanted to start with the 'new portal' rather than transitioning our staff to a new system and portal then again in a few weeks having to change the portal details.
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Hi
Is there a way of deleting buzz posts or activities once posted?
Thanks in advance
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@Ehsan Do you have an update on this, is this going to be some that we can use soon? Sorry to be a pain
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Is there an easier way to accept jobs, currently it seems that you have to 'assign' it to yourself.
We were hoping for a quick action like in Supportworks where you can just accept the job by clicking on a button, is there some setting that we have missed or is this the way it is.....
Regards
Jeremy
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Hi
Is there an option to choose whether to send the resolution email to the customer, as there are some instances that we would not want to send the resolution email to the customer and wondered if there was a way to choose at the time of resolving job?
Regards
Jeremy
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@Ehsan Thank you for the quick response, we look forward to this functionality being added.
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Essentially when you go through the process of adding the node:
It would be great if you had the options similar to placing things on hold e.g.
The end sigma would then take you to the PCF answers where the date field can be chosen....
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@Steven Boardman is there any update on this issue?
Email External Address
in Service Manager
Posted
@Victor