[Is it possible to assign a sub-status based on the outcome of an assessment]

@Steven Boardman that's brill, thanks so much for getting back to me so quickly! I'll have a look now that I know what the options are :-)

[Is it possible to assign a sub-status based on the outcome of an assessment]

Hi

We're trying to introduce some new security measures and would like to trigger a security assessment which then automatically assigns a sub-status to a request based on the response to the assessment. In the workflow, I can create a decision following the assessment node, but I'm now unsure what the custom expression needs to be to get the details of the assessment.

Does anyone have any ideas or is this something they've used before??

Thanks

Ria

[Virtual Showroom for Hardware Purchase]

@Gerry @Steven Boardman is there any update on the product catalog that you mentioned above? we're about to start work to re-design our purchase request process and it would be great to get an idea of timescales for this before we start creating any complex progressive captures etc as a workaround.

Any news on this would be great

Thanks

Ria

[Closed requests - can be re-opened]

Hi

We have an issue whereby tickets which have been closed (either by the customer or by the business process) and my understanding was that once a ticket is closed it cannot be re-opened.

We have a few examples of tickets at status closed which the analysts can re-open.

Is there any way to stop this?

 

thanks

Ria

[quick question about priorities]

We are looking to amend our priorities and also remove some of them. If I delete a priority, will this effect existing tickets with this priority? Or is a better option to ‘switch off’ the priority (using the toggle button) until all of these requests have been closed??

Any help would be much appreciated!

thanks

Ria

[Request and Closure categories]

We're looking at updating our closure categories. We have agreed that we want to capture 3 key things - 1. what action was taken, 2. where was that action undertaken and 3. what entity did that action occur on.

The current structure of the closure categories does not lend itself to capturing this info (without having to create hundreds of categories which we don't want to do) so I was wondering if there is anywhere else to capture this info? Is there perhaps an option to create an additional question as part of the resolution that the analyst can complete to tell us where this was done (e.g remotely, desk side or on site) which would then mean we don't have to include this in the categorisation.

It would be good to understand how other companies deal with this and ensure that they capture useful information at resolution

 

thanks

Ria

[Updates to response & resolution timer when Priority amended]

thanks @Steven Boardman!

We're currently still using priorities and service levels rather than service level agreements. Will we still be able to utilise this functionality??

We're looking at shifting to use SLA's but not sure it will be in the next few weeks...

thanks

Ria

[Updates to response & resolution timer when Priority amended]

Hi

We've noticed that when a ticket is updated and the priority is amended, the resolution and response target dates/times do not change. I think I have read something about this on the forum before but cannot locate it... Does anyone know if there are any plans to change this so that the timers do update??

thanks

Ria

[Toggle buttons for request types]

+1 for this

[Get Request Details node to return request feedback status]

Hi

I'd like to see an enhancement to the business process to enable the feedback status to be available on the request details node

It would be helpful to allow us to see where feedback has been received and amend the status accordingly

[Feedback status as check point on process workflow]

@Victor @James Ainsworth thanks for the responses. I think the enhancement Victor suggested would be really helpful , from a workflow point of view we just need to know whether or not feedback has been received within a certain time frame and if not, close the ticket. I think it would be great to have this as a checkpoint so customers can see on the portal that feedback is outstanding. What's the best way for me to suggest this as an enhancement??

[Feedback status as check point on process workflow]

Hi

We're making some changes to our main business process workflow and would like to add a checkpoint during a 'closure and feedback' stage which looks at whether or not feedback has been provided by the customer - and setting the checkpoint accordingly.

I've looked but don't seem to be able to find an option to get this information in an automated task, so wondered if anyone had done this with a customised task? and if so, how??

 

thanks

Ria

[VIP/Executive customers]

thanks @Steven Boardman 

 

[VIP/Executive customers]

hi @NadeemMazhar, we're just about to start to use this functionality, where can I rename the attributes in a user record please??

[Email body not populating description in requests]

thanks Victor

 

[Email body not populating description in requests]

Hi

I've recently made some amendments to our master progressive capture (amongst other things) and have noticed that when an agent is raising a request, the body of the email is no longer populating the description field. This used to happen prior to these changes so I'm assuming it's because I've changed the master progressive capture or perhaps because I've removed the standard 'request details' node in the PG to be a custom node with some additional fields.

Any ideas how I can re-instate this functionality??

 

thanks

Ria

[Changing the Self Service resolution area]

Thank you @Victor 

[Changing the Self Service resolution area]

@James Ainsworth I know this is an old post, but do you know if these settings (to amend the text on the portal when closing or re-opening a ticket) is still available. I've looked all through the settings and can't find these options??

Thanks

Ria

[Feedback - status and visibility]

Hi

I'm developing some new services and am testing the feedback functionality currently. My understanding is that customers are only able to provide feedback on a ticket when the status is 'closed'. We want to introduce a delay between a ticket being 'resolved' and 'closed' to allow the customer to re-open the ticket if the same issue re-occurs. This will prevent the customer being able to provide feedback unless they then close down the ticket themselves via the portal. This much we can live with however... My understanding is that when a ticket is 'closed' it is no longer visible on the initial screen when an agent is raising a ticket and searching for that customer - so the agent won't be able to view their 'closed' tickets'. These tickets may have only been closed very recently so it would be good to see these in their recent history....

Any thoughts or ways around this would be appreciated :-)

Ria