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Martyn Houghton

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Martyn Houghton last won the day on November 18

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About Martyn Houghton

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  1. In order to undertake more complex measures and to be able or retrospectively regenerate them, can we request an enhancement to be able to insert the 'Date Ranging Column' start and end date/time stamps in the 'Query where clause'. For example we want to set a measure that obtains the number of open requests at the end of a period, so we would do a count on requests where the Data Logged is before the end of the period and the date closed is null or after the end of the period. Cheers Martyn
  2. @David Hall So only updating the Service Level would trigger it picking up the new WTC changes, not the request being taken off hold? The reason for asking them is that if you have long life span requests in the system you should be inserting WTC non working days significantly ahead of time to ensure they are taken into account in those requests. Cheers Martyn
  3. @James Ainsworth That's great. Will it be in time for Christmas Cheers Martyn
  4. @David Hall Sorry to hijack @Adrian Simpkins post, but could I ask a follow questions, in that if we make change to the Working Time Calendar the SLA is based on, do these affect existing requests calculations or only new requests? What prompted this was thinking of updating WTC's for next years bank and public holidays. Cheers Martyn
  5. @James Ainsworth Thanks for the update. Hopefully this can rise up the priority list as having the ability for connections and attachments to be copied would be beneficial to a lot of users. Cheers Martyn
  6. @chrisnutt There is no current built in functionality, hence the enhancement request below. The way we looked to get around it was to use one of the custom fields and added a checkbox set to it of labels/tags we would want to use. You can then have this custom field in your request list view and filter on it. Cheers Martyn
  7. @Paul Alexander Wonder if the new admin build has adding some additional security/role required for it. It is still there (at the moment) on our instance with admin build 1124, so you are in the right place. Cheers Martyn
  8. We too are having issues and now getting the Cloudflare error 502 Bad Gateway error.
  9. @James Ainsworth Is there any update on this option to copy Connections and Attachments, when raising a linked request? We are using BPM logic with the Routing Rules to then determine which service to re-log the request under, as it not possible to change the service once the request is logged. This means that connections and attachments have be manually copied over, or you have to access the original request to get to them. Can the priority of this be looked at be increased? Cheers Martyn
  10. @James Ainsworth, @Steven Boardman Is there any plans to support using 'Entities' in Advanced Analytics, as this would also solve my issue below trying to extract the Top five external organisations logging request issue below? Cheers Martyn
  11. We are attempting to setup a Widget to display the top 5 External Organisation for the last 12 months based on call volume, but struggling to be able to get external organisation name. With the following Filter Cheers Martyn
  12. @Daniel Dekel Is there an update on this enhancement for Customer Manager as there does not appear to have been a build released since August 2018. Cheers Martyn
  13. @Adrian Simpkins Just be aware when using the WTC option on the hold nodes, it uses the default WTC in the application settings, not the WTC assigned to Service Level Agreement (SLA). This is fine if you only have one WTC, but when you are providing support across a number of time-zones, service levels with different working day duration's it causes issues. Cheers Martyn
  14. @Keith Stevenson Thanks for sorting this out, we are no back auto logging request. Looks like ti been a busy morning Cheers Martyn
  15. @Keith Stevenson I suspect we will have the same issue. Is the fix per instance or on the platform? Cheers Martyn
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