Editing questions in raised tickets

[Lightsource]

Ticket is raised using custom questions in progressive capture (not the usual summary and description)

Is there a way to edit a customers answers in the questions section once the ticket has been rasied?

[Steven Boardman]

Hi @Lightsource

The questions and more namely the answers to the questions are not editable. However one approach you can do is map the questions in progressive capture to the custom fields on the request, and these can be viewed and edited in the details section of the request.

There is info on this on our wiki

https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms

When custom questions have been mapped to a default request field, the question and answer are still available in the Questions section on a request as well as the default fields mapped too.

• This will allow for the original answer to be retained
• The default fields values can be changed once logged

Steve

[Lightsource]

Thanks Steven.

is there a way to show the questions and answers in the hornbill mobile app?

[Steven Boardman]

Hi @Lightsource not currently, we do have plans to increase the details of requests which is visible on the Mobile app, once these progress i'll post back here

[Guest Ehsan]

Hi @Lightsource. I am pleased to inform you that we have now implemented this feature. This will considered for the next Service Manager update, currently projected to be available in the week commencing 14th January. Thanks, Ehsan

[James Ainsworth]

On 10/6/2017 at 1:52 AM, Lightsource said:

is there a way to show the questions and answers in the hornbill mobile app?

Hi @Lightsource

I just wanted to let you know that the option to view questions and answers in the Hornbill Mobile App is now available as of Service Manager build 1408.

I hope this helps.

[lomixture]

Hi @James Ainsworth

Is there any suggestion of whether the ability to change the content of questions/summaries etc may be coming to the portals?

At the moment it's not a great issue for us, but with the potential for our HR service to come on board I can see a great number of instances whereby the customer includes some sensitive information in their request that shouldn't be there - at the moment I understand we have to come to Hornbill to have it removed by the development teams instead of managing ourselves.

That could be a lot of support calls!

@Gemma Morrison

[Lauren]

Hi @James Ainsworth @Ehsan @Steven Boardman

Further to @Lightsource's first point, are there any planned changes to enable us to change/remove the answers to questions from the captures?

We are a Police force and unfortunately some of our users include sensitive information in their requests, therefore it is important that we can remove this information before more analysts see it.

Thanks

Lauren

[BobbyB]

+1 to @Lauren The ability for us to manage this quickly would be very beneficial.  In the event of a customer putting sensitive information on a request, that information would then be visible until Hornbill development removed it.

 

Many thanks,

Bobby

[Steven Boardman]

@BobbyB @Lauren @lokent thanks for the question, we do have a story for this and i have added you too this  Your use case is nice and clear.  We'll update here as this is prioritised and scheduled.  

[Gareth Watkins]

I also have the same query. We have processes where HR questions are asked at the prog capture stage but are sensitive and should not appear ion the questions section of the call. 

[Lightsource]

We can see the ability to delete the question now but is their an ability to edit the questions answer? 

[James Ainsworth]

Hi @Lightsource

Yes, we have added just the ability to delete an entry at this point.  This was to allow for the removal of 'sensitive data' if this had been added.  We still have plans to add the ability to edit a question/answer.  This is a bit more challenging.  As you know questions presented to a user can contain pick-lists, radio buttons, and dynamic look-up fields.  If you were to edit one of the question/answers we also need to be able to present the original options.   

We are also planning on letting you select which questions are stored in the Questions section as at the moment, they are all stored.

Both these changes are in our backlog and will be continued to be reviewed and prioritized.  We will let you know as progress is made.

Regards,

James

[yelyah.nodrog]

This is something i would be interested in aswell

[HGrigsby]

+1 for us too.

We have had to ask for information to be removed a few times already .

 

[James Ainsworth]

I'm pleased to let you know that as part of the Service Manager update 1944 and newer, there is now an option to edit answers within the Question Section of a request.  This is limited to single and multi-line text fields in order to limit the impact on BPM workflows which may be affected by changing other fields.  The same user role (Service Manager Delete Questions) has this right to edit included in the role.  We have also added this right to the Service Desk Admin role.

  

 

I hope this helps.

Regards,

James

[Lightsource]

15 hours ago, James Ainsworth said:

I'm pleased to let you know that as part of the Service Manager update 1944 and newer, there is now an option to edit answers within the Question Section of a request.  This is limited to single and multi-line text fields in order to limit the impact on BPM workflows which may be affected by changing other fields.  The same user role (Service Manager Delete Questions) has this right to edit included in the role.  We have also added this right to the Service Desk Admin role.

  

 

I hope this helps.

Regards,

James

thank you, this is very helpful, will there be an option to edit questions where there the answer is from a drop down/multiple choice question and be able to show the other options that were originally available to pick from?

[James Ainsworth]

Hi Lightsource,

Thanks for your post.  We are still looking at options for further edits beyond the text fields.  The primary goal for this particular change was to provide a way to modify free text information that the customer has entered which may have included sensitive information that needed to be removed, such as passwords.  As pick lists and multiple choice options are defined for them and can't be changed by the customer so there isn't a risk of sensitive information being added.

There are a couple of challenges that we have with editing other types of fields.  The first is that there is much more of a chance of BPM issues if the BPM uses any of these fields for decision making and one of these fields has changed.  We also only store the single answer on the request and not the entire selection of answers which may have been presented in the original drop down.  We feel that this would be needed to make a change in order to make sure the updated option matches the ones in the original question.  This is a much bigger piece of work, but will be considered in the future.

Regards,

James