[Can't change folder where emails are archived]

@Victor forgot it is bank holiday in the UK :-)

[Can't change folder where emails are archived]

@Victor any joy with this ? Happy to do some testing this week if needed. Thanks!

[Notifications to team when Customer updates ticket]

@James Ainsworth The team wants to be notified whether the owner is available or not - things happen so quickly so whether the owner is out for lunch, on a call with another Customer or finished shift, the other team members need to be notified so they can step in as needed. 

Thanks,

Mette

[Notifications to team when Customer updates ticket]

Hi!

We have a Customer that updates requests via the Customer Portal. Notifications back and forth work fine (below are the settings we have defined). However, we need another notification or if not possible/available, then a suggested work-around. 

Our internal procedure is that an Owner is always assigned to a request. What happens when that Owner is out of office? This issue we have is mainly due to the shifts that we have and when the Owner has left for the day,  the team does not get a notification that the ticket has been updated by the Customer. There are potentially lots of requests open in an Owner's name, so we cannot reassign them at the end of the Owner's shift.  

 

Thank you for your input!

Mette

[Activity template - "starts on" as default?]

Thank you!

[Stages and checkpoints not in line]

@TrevorHarris perfect. Thanks for the update

[Can't change folder where emails are archived]

Thanks!!

[Can't change folder where emails are archived]

In France and the weather looks like it will be great so all good ;-)

 

[Stages and checkpoints not in line]

Ok will do. Thanks

[Can't change folder where emails are archived]

Yodit and I tried it Monday and it didn't work. Will try it again and tell you step-by-step what I am doing. I will post again on Friday (tomorrow is bank holiday)

 

[Can't change folder where emails are archived]

Hi Victor,

It is when we Raise Request of Apply to Request. We have not switch on routing rules yet. 

[Stages and checkpoints not in line]

Hi Victor - yes of course! Here it is . Thanks!

[Stages and checkpoints not in line]

We have a little issue with stages and checkpoints not aligning. 

We have a process where we at the end of one stage, we have 2 next stage nodes.

* If we select one, it will go through the full process and there is no issue.

* If we select the other option, the process skips a stage. What we are seeing in the request is that the stage has disappeared which is normal, but the checklist still appears and has shifted all other checklists over by one stage. The stages and checklists no longer match and makes things very confusing. 

I have and example I can share if needed. 

Thanks,

Mette

 

[Can't change folder where emails are archived]

Hi! 

We have tried to change the archivefoldername to Archive so that the emails don't fall into the Deleted folder when they are actioned. We have done multiple tests with the servicemanager.email.archive setting on and off and the mails do not move to Archive. They stay in the Inbox. When the archivefoldername is Deleted it does move it to Deleted. 

Thanks!

Mette

 

[Activity template - "starts on" as default?]

Hi! 

We would like to use activity templates to add interventions in the calendar. We need to complete the Starts On as well as the Due On fields.

I cannot see how to click Starts On so that it appears by default in the task.  Can this be done? It is a repetitive task that we would like to avoid since this activity template will be used very often. 

 

Thanks!

Mette