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Showing results for tags 'customer search'.
When logging a request is it possible to add the Department as a Display field, so when logging the request we can see the Department that they are assigned too? In the drop down there is Site and Organisation but no department....
Since the application of Service Manager 2.34/2.35 we have noticed that in progressive capture when logging a new request through the user app the Customer Search form is repeated after you have selected the service and the service specific PC is applied. PC used to skip the Customer Search form automatically after the Service specific PC was applied, but now appears with the already populated customer details requiring you to click on Next. Can this be looked into to re-instate the automatic completion. Cheers Martyn
Along the same lines to the post below about the issues with searching/selecting customers with the same name or working for multiple organisations in the Progressive Capture, this also applies to when logging requests from email using the Raise Request, but the display of matched contacts is even more restrictive. We have a significant number of contacts which work for multiple external organisations, i.e. shared services etc, so when logging a new request from email we need be able to select the appropriate contact for the organisation they are logging the request against. However at the moment the display of matching contacts when you click on the Raise Request screen just shows the contact name only, where as in PC it will show the organisation. This issue also applies where a shared mailbox is used by a number of contacts at an organisation as well. Like in PC, the list is also limited to a fixed maximum of matches, which could do with being able to page through the results or make the maximum number of rows returned a configurable setting. If the organisation name can be included in the results list, this would address the primary issue. Further option would be to able to hover over the contact name and see a summary window, like when viewing a request list search result. At the moment we have to select one, check in it in the Progressive Capture, cancel it if it is the wrong one and then keep trying each of them in turn to locate the one for the correct organisation. Cheers Martyn