Tina.Lapere

Hi, I have a number of questions around Emails: 1- Has there been any thought put into emails being able to open in a separate window like in Outlook? My colleagues have received emails with images inside where they have had to scroll left to right to be able to see the whole image which they are finding rather annoying and have asked if this is something that can be done. 2 - Scrolling - I don't find it very easy sometimes to scroll back through emails. I can get to the bottom of list that's displayed on screen and then it can take a little while for the scroll button to move and allow me to scroll down further. It can then sometimes jump a number of days and it's not very easy. 3 - New Contact - This is a nice new feature but my colleagues are finding it a little annoying that it doesn't copy any of the information (such as email address) when creating it from an email (e.g new external supplier). I'd be interested in your views to this please. Thanks Tina

Hi, is there any news on when the attachment icon will be available for the Emails within the timeline as it's difficult to see the wood through the trees on some calls due to the amount of information that's automatically added (activities for one).

We too are looking forward to this and I shall let colleagues know it will be here soon. Thanks Tina

@riz I tried the above suggestions but with choosing 'Resolve' in stead of 'Assign' as that's where I want the call to sit at and it still doesn't move on to that action whilst the call is open on my screen (it stays on the Escalation screen). If I go back to the list of calls and then open that call again it sits on the resolve action but not whilst the call is open. Any other ideas? Thanks Tina

@riz Thank you. I've just changed it to system timeline update = No and put in a manual entry of 'Call Actions unlocked' and your right it refreshes the screen. What it still doesn't do it change and wait on the resolution action? It stays on the Priority screen. Doc1.docx

@riz - Thank you - here you go. log-a-fault-june-2017.bpm.txt

Is this good enough @riz? Log a Fault June 2017.pdf

Hi Riz, Yes that fine - how should I go about doing that? Tina

Hi, I've been looking at adding the locking and unlocking actions to a business process which is working fine, however in practice we are finding that after the unlocking action within the request it's not actually refreshing the page and the actions that were locked are still greyed out. If you press F5 it changes or you leave the request and go back in it displays as it should but I'd like it to refresh automatically. Is this something you could look into for me? Screen shots attached. Locking and unlocking actions - not refreshing.docx

@Ehsan That's perfect. Thank you

@Ehsan, Yes we have the first setting above set to 'both' - the team one if off. So to double check will both the hardcoded templates be customisable?

@Ehsan - Unfortunately these are not within a BPM but are emails are auto-sent to the analyst when either a customer updates a call via the portal or one of my colleagues updates a call via an email that has come in. I just prefer to keep the out of the box emails separate to the ones we use and would really like to be able create new template which the system would use for these emails. Both for updates via the portal and emails that are sent.

@Steven Boardman & @Gerry - I've got the details now so thank you both. I like to attend these events not only to be able to put faces to names and get to know others who use the product but to see what we've got to look forward to and hear different experiences :-) Hoping I'm able to attend.

@Gerry, thank you for the update that's fantastic news. I must have missed out on the event details - where is it being held?

Hi @Ehsan, Just to clarify what I mean. I've amended the 'AnalystCustomerUpdateNotification' and 'AnalystEmailUpdateNotification' email templates to remove such things as the hornbill logo etc. I do however want to be able to create a whole new email template for these and change the system so that it uses the new ones instead - however it doesn't appear in the list of settings to change. Are we talking about two different things?

@Ehsan, OK great I'll check again next week.

Hi James, OK that makes sense. I'll get someone else to test it.

Sorry the images didn't load. Please see attached. Locking Actions.docx

@James Ainsworth Hi James, I've just setup a node within a test BPM and I've found a problem :-/ It greys out the action icons but you can still actually use them! See below Have I missed something? Thanks Tina

Hi, has there been any further thought on the ability to use snippets within the resolution box? Thanks Tina

@James Ainsworth Have you got a scheduled date as yet?

@Ehsan, Thank you I've successfully changed the email domain yay :-) With regard to the email templates - are you also going to allow the Email template 'Updates via Email' to be customisable?

@EhsanWe've just updated to build 980 and it's still displaying the red dots on the portal. Is this meant to be fixed? Thanks

Thank you James I look forward to looking at this new feature.

@James Ainsworth, I'd also be interested in an update on this as it was logged on the forum a year ago now, however this is something we flagged when we were looking to implement Service Manager back in 2015 and it was said that it would be looked at back then. I appreciate there are multiple things your working on at the moment but it's a little disappointing that there is still no progress from 2015.