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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
When raising a linked request from an existing one which is logged against a customer (external) not coworker, the current contact informaiton is not passed into progressive capture 'Search Customer' step, where as if this is done for a coworker it is. I beleive this is a known issue as it came up in our original switch on phase, but do not seem to be able to find a reference to it on the forum. Is there are Known Issue reference for this and an update when this is planned to be fixed? Cheers Martyn
Hello, Last night i updated the Service Manager. Everything seems to be fine except for one thing.. One of our users has just raised an issue with me that they cannot update the External Ref No on a call. It appears in the Timeline stating that the Call Details have been updated, but it doesn't change the field. I've tried changing the External Ref to the one she wanted - "Implementation", it doesn't work... as you can see in the Timeline below I then tried it again, adding a full stop to the end of the Summary and changing the External Ref to "Implementation"... the full stop shows but not the new External Ref number. This has worked prior to the upgrade I did last night, can someone action on this? She urgently needs this field to be updated. She uses the External Ref column for the stages in the CAB Change requests so she can view in on the Request List (she doesn't use boards). This has worked for her since we started using Hornbill last year. Thanks, Samuel.
Hello all, We are currently in a situation where we would like all employees of an organisation to be able to log requests but also have the manager (the organisation manager who has the rights to view all requests of an organisation) get notified whenever one of these requests get created. Also, whenever a certain decision has to be made for these organisations one of their managers should be able to easily be requested by us to either approve or deny a certain change/order/request. Is this currently possible with external customers? Thanks, Alex