Martyn Houghton Posted May 17, 2017 Share Posted May 17, 2017 Related to the display of the new Service Levels in the Request List, there also needs to be the ability to display currently assigned Service Level on the portal request list and the request itself when opened. Similarly for those still using the original priority SLA implementation this should also be visible. As people apply there SLA differently it would be best that this was configurable in some ways, as for example for service we have moved to the Service Level Management method the priority is only used initially to set Service Level based on the rules. When the Service Level is changed the priority value is out of date and is no longer applicable, so for these services we would only want to show the Service Level not the priority. Cheers Martyn Link to comment Share on other sites More sharing options...
Guest Posted May 17, 2017 Share Posted May 17, 2017 Hi @Martyn Houghton, We already have a system setting that allows the target "Resolve By" date to be visible on the portals. You can find this setting in the Service Manager Application settings, and the setting is called:guest.com.hornbill.servicemanager.showResolveByDate This will present the "Resolve By" date when a customer is looking at their request: We don't currently have the equivalent setting for Response Targets but this is in the pipeline. I hope this helps, Kind Regards Bob Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 17, 2017 Author Share Posted May 17, 2017 @Bob Dickinson Thanks for the info on the display of the Resolve By setting. What our customers are asking for is the Service Level/Priority to be visible on the request screen and also in the request list. In particular for the latter so that they can sort them by Service Level/Priority. We are trying to encourage our customer to use the portal to manage there requests with us via the customer portal, rather than having to response manually to them for reports of outstanding issues in Service Level/Priority order, which is labour intensive. We want to them to self serve as much as possible. Cheers Martyn Link to comment Share on other sites More sharing options...
Guest Posted May 18, 2017 Share Posted May 18, 2017 Hi @Martyn Houghton Thanks for the clarification, and I'm sorry I may have misunderstood your original post. Right now, we don't have the ability to display any additional columns in the "Portal Request List". However, I have raised this internally and it does seem completely valid that you may want to display this information (optionally), so we are going to look into this further as a potential new feature. This would hopefully take the forum of options not just to display the Priority and Service Level, but a number of columns, including the existing ones, that you could choose to display or hide. As with any new feature request, it will go through the standard process, prioritisation and review, but we will be sure to update you with any progress here on the post. Kind Regards Bob Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 7, 2017 Author Share Posted June 7, 2017 @Bob Dickinson This ability to display the priority/service level and whether it is in or out of target on the portal is becoming a quite an a common requirement. It has already come up twice this week in the tender responses we are making for new business. Just wondering if it has progressed in terms of the new feature request process? Cheers Martyn Link to comment Share on other sites More sharing options...
Guest Posted June 12, 2017 Share Posted June 12, 2017 Hi @Martyn Houghton This requirement is still awaiting review and then prioritisation, so I don't have an update to provide you at this point in time. However, I have noted your comments and will make sure you are informed as this progresses. Kind Regards Bob Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 12, 2017 Author Share Posted June 12, 2017 @Bob Dickinson Thanks. This is has become our top most priority now, given the number of tenders and existing external customer requesting the information. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 22, 2017 Author Share Posted August 22, 2017 @Bob Dickinson Just wondering if there was any further information on the display of Service Level/Priority on the customer portal? Cheers Martyn Link to comment Share on other sites More sharing options...
Guest Posted August 23, 2017 Share Posted August 23, 2017 Hi @Martyn Houghton At present, this has still not made our 90 day schedule, but I will have a look at the request to see when this was last reviewed. Kind Regards Bob Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 3, 2017 Share Posted November 3, 2017 Hi Martyn, I will look at having this reviewed again next week. The change for this is still in our backlog and not yet scheduled. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 29, 2018 Author Share Posted January 29, 2018 @James Ainsworth Is there any update on having the ability to display the Service Level on the Customer/Service Portals? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 29, 2018 Share Posted January 29, 2018 Hi @Martyn Houghton No update at the moment. I'll have another look to see what options we have. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 29, 2018 Author Share Posted January 29, 2018 @James Ainsworth Thanks that would be a real help, in allowing customer to a more detailed over view of their requests without having to request reports. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 23, 2018 Author Share Posted July 23, 2018 @James Ainsworth Following on from the update on export list option in the portal (below) is there any further update on the ability to include the Service Level and Targets in the the list output, so our customers can self serve in terms of attain information from the portal? Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 28, 2018 Author Share Posted August 28, 2018 @James Ainsworth Just wondering if there is any update on the backlog item to include Service Level information on the Customer Portal. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted December 13, 2018 Author Share Posted December 13, 2018 @James Ainsworth Just wondering if there was any update on this feature request? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 16, 2018 Share Posted December 16, 2018 Hi Martyn, This is still in our backlog. I'll update this post once some progress has been made. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 14, 2019 Author Share Posted May 14, 2019 @James Ainsworth Is there any update on the Service Levels and Priorities being included in the Customer Portal? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 15, 2019 Share Posted May 15, 2019 Nothing to add at the moment @Martyn Houghton Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 25, 2020 Author Share Posted June 25, 2020 @James Ainsworth Any update on this? Most frequent thing that is asked for by our external customers. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 25, 2020 Share Posted June 25, 2020 Hi Marytn, This is still in our backlog. Regards, James 1 Link to comment Share on other sites More sharing options...
chrislord Posted February 9, 2021 Share Posted February 9, 2021 This is also something that our customer have requested. 1 Link to comment Share on other sites More sharing options...
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