'click here to reload' - extra clicks

[Claire Holtham]

Since the last update, when we've finished sending an email to the customer a 'click here to reload' message pops up.

It’s annoying that we have to do it now and didn’t before - It’s just an extra click but not sure why it’s appeared.

 

 

[nasimg]

Hi @Claire Holtham

We see the same on our instance - be good to hear what its supposed to do. It seems to imply it needs to be clicked to make something in the BPM move on. In our example I can't see anything happen.

Nasim

 

[Victor]

@Claire Holtham @nasimg this was introduced to cater for these type of scenarios:

• multiple analysts action on the same request at the same time;
• an analyst and BP action on a request at the same time (i.e. a BP resume).

For example, you have analyst A in the middle of typing an email. Analyst B opens the same request and sends an email (let's say is typing faster). Now analyst A might want to know that something happened to the request. he now has this visual indication and he can choose to continue or refresh the request to see how it was updated. It might be the case that the email analyst A was typing is now obsolete or redundant.

An even better example is when analyst A is typing an update or email. The request has a BP with a task that is configured to expire or analyst B does an action (e.g. assign)... both examples would resume the BP with, let's say, switch focus to "Resolution" or "Escalate". Let's say the task expires in the middle of analyst update/email. Before this prompt was introduced, the BP will automatically shift action focus away from the update or email to the "Resolution"  or "Escalate" action, the analyst effectively losing whatever he was doing/typing up to that point.

[Claire Holtham]

Hi Victor,

That makes sense, I can see why that has been introduced. However, as it happens after every email we write it's introduced unnecessary extra clicks. It would be better if it only showed this feature when someone other than you was updating the call you were in.

C

[Victor]

19 minutes ago, Claire Holtham said:

as it happens after every email we write it's introduced unnecessary extra clicks

@Claire Holtham this specifically should not happen and is something that was addressed in the next SM update

[Claire Holtham]

We're on release 1065 - is it fixed in 1066 or the next one please??

[Guest Ehsan]

@Claire Holtham @nasimg,

This will be delivered in the next Service Manager update which is scheduled to be available in the week commencing 16th October.

Thanks,

Ehsan

[Victor]

@Claire Holtham @nasimg a new update is available for Service manager app. The update contains the fix for this issue: https://forums.hornbill.com/topic/11423-new-update-hornbill-service-manager-1073/

1 hour ago, Harry Hornbill said:

I should not be shown a warning message when I am the person who is updating the Request.