Keith Posted June 6, 2017 Share Posted June 6, 2017 @James Ainsworth We make use of the h_custom_a field to distinguish one of two OpCo's. Having this field in the view would make my life so much easier for reporting and would provide the drill down capability that is so lacking in other reporting. Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 6, 2017 Share Posted June 6, 2017 Ok... I'll ask about the custom fields. It might be that custom fields would need to be done in a different way from some of these standard fields. If that is the case we would look at a separate change to manage those. Regards, James Link to comment Share on other sites More sharing options...
Keith Posted June 6, 2017 Share Posted June 6, 2017 OK @James Ainsworth Thanks for enquiring. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 7, 2017 Author Share Posted June 7, 2017 @James Ainsworth In terms of the extension to include a setting to trigger the status change when an email update is applied in the mailbox (below), has that been deployed in Live or is in a future build? On 2017-5-22 at 8:40 PM, James Ainsworth said: Hi @Martyn Houghton I just wanted to let you know that we have now also included an option to allow for the automatic changing of a sub-status when a request is manually updated by an email. There will be an extra setting that can be enabled for anyone that wants to include this. Regards, James Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 7, 2017 Share Posted June 7, 2017 Hi @Martyn Houghton I believe that this is live. There is an application setting that you will have to turn on to get this working. The setting is app.email.allowRequestSubStatusUpdates which is found in Administration under Service Manager -> Settings Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 7, 2017 Author Share Posted June 7, 2017 @James Ainsworth Thanks, the setting is indeed there in our current Service Manager build 979. Cheers Martyn Link to comment Share on other sites More sharing options...
Keith Posted June 8, 2017 Share Posted June 8, 2017 @James Ainsworth I think I have found another issue with the sub status (though this could just be the way I have set them up). I created a global "In Process" active sub status as well as a "Waiting Customer" on-hold status. I have the "Waiting Customer" status set to auto update but not the "In Process" status. Now, my problem. When we resolve the request the sub status still shows as "In Process" What do I need to do to remove this sub status when setting to resolved? Thanks Keith Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 8, 2017 Share Posted June 8, 2017 Hi @Keith We have the ability to manually set a sub-status when a request is in a resolved state as some desks will still have a number of tasks or possibly despite providing a resolution, they are waiting for a customer to confirm that the resolution has worked. Once closed, the option for the sub-status is removed. When waiting for a customer to confirm the resolution, the sub-state could again be set to "Waiting Customer". Or if there is still process work to be done as part of a resolution stage of a request it could still be considered "In Process" until it comes time to actually close the request. You may find that the two stage closure doesn't suit all of your requests and the resolution stage could go straight to closed, which would then remove the sub-status option. You are able to use the BPM to update the sub-status of a request when it reaches a certain point in the process. If you have a "Resolution" stage you could look to have a sub-status that fits this stage of the request. Let me now if this helps. Regards, James Link to comment Share on other sites More sharing options...
Keith Posted June 12, 2017 Share Posted June 12, 2017 Hi @James Ainsworth, Thanks for the response. I think that clarifies things I juts need to think through what makes most sense for us in our process. Regards Keith Link to comment Share on other sites More sharing options...
Keith Posted June 14, 2017 Share Posted June 14, 2017 @James Ainsworth I have noticed another issue surrounding the sub status. When a request is updated via email we receive a notification to advise the request has been updated by email. This includes text describing the last update. The problem is that due to timing, the last update is the sub-status change and not the response from the email. Is there anything you can do to rectify this? Regards Keith Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 14, 2017 Share Posted June 14, 2017 Hi Keith, I will see what I can do. Regards, James Link to comment Share on other sites More sharing options...
Keith Posted June 16, 2017 Share Posted June 16, 2017 @James Ainsworth Thanks, that would be appreciated. Cheers Keith Link to comment Share on other sites More sharing options...
David Hall Posted July 25, 2017 Share Posted July 25, 2017 Hi @Keith I've just been investigating the last issue you mentioned around the sub-status change text overwriting the email content in the notifications. I've added a fix for this problem so that in future the received email content should be maintained in the notification emails. This fix should be going into a build planned for today, so all being well with testing it should be out to you within the next 2 weeks. Regards, Dave. Link to comment Share on other sites More sharing options...
Keith Posted July 25, 2017 Share Posted July 25, 2017 Hi @David Hall Thanks for keeping me updated on developments. Look forward to this being rolled out. Keith Link to comment Share on other sites More sharing options...
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