AndyHodkinsonPrincesIT Posted July 25, 2018 Share Posted July 25, 2018 Is it possible to add the Snippets option to the Resolve call feature within requests? This would be handy for the analysts to close calls with a generic statement. Thanks Andy Link to comment Share on other sites More sharing options...
Charlie Jones Posted July 26, 2018 Share Posted July 26, 2018 +1 Link to comment Share on other sites More sharing options...
Aaron Summers Posted July 26, 2018 Share Posted July 26, 2018 +1 certainly useful for us. Link to comment Share on other sites More sharing options...
HGrigsby Posted July 26, 2018 Share Posted July 26, 2018 +++1 for us as well. Keep being asked about this by our users. Helen Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 26, 2018 Share Posted July 26, 2018 +1 Link to comment Share on other sites More sharing options...
Guest Posted July 26, 2018 Share Posted July 26, 2018 @HGrigsby @Aaron Summers @Charlie Jones @AndyHodkinsonPrincesIT In our system we have added a Send Resolution Email node to the BPM which specifies a mailbox and an email template. We have specified text in our Resolution Email template and we have variables in there with the call reference and other useful information. Are you using this type of email template when resolving your calls? I would have thought it would be similar to a snippet. Unless am misunderstanding your request. Thanks Pamela Link to comment Share on other sites More sharing options...
Charlie Jones Posted July 26, 2018 Share Posted July 26, 2018 Hi @Pamela , Yes we are utilising this - However, from my point of view a snippet would be useful within the service manager here - kind regards, Charlie Link to comment Share on other sites More sharing options...
Guest Posted July 26, 2018 Share Posted July 26, 2018 @Charlie Jones We have raised it internally and hope to have an answer out to you soon. I see this is a popular request. I will see what I can do Thanks Pamela Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 26, 2018 Share Posted July 26, 2018 Thanks for your posts and interest in this feature. We do have a change request in our backlog to provide this feature. This is not currently scheduled for development, but I have added everyone's interest in this to the change. We will update this post as it progresses. Regards, James 2 1 Link to comment Share on other sites More sharing options...
nasimg Posted July 26, 2018 Share Posted July 26, 2018 8 hours ago, James Ainsworth said: Thanks for your posts and interest in this feature. We do have a change request in our backlog to provide this feature. This is not currently scheduled for development, but I have added everyone's interest in this to the change. We will update this post as it progresses. Regards, James @James Ainsworth I know this one is heavily wanted by your customers - can you ask the team to have a think about getting this into the 90 day schedule. The amount of work needed to get great benefit for us seems like a no brainer. So a big +1 from us. Nasim Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted July 27, 2018 Share Posted July 27, 2018 +1 for this... Link to comment Share on other sites More sharing options...
Kelvin Posted July 27, 2018 Share Posted July 27, 2018 +1 Link to comment Share on other sites More sharing options...
AndyHodkinsonPrincesIT Posted September 13, 2018 Author Share Posted September 13, 2018 On 7/26/2018 at 2:23 PM, James Ainsworth said: Thanks for your posts and interest in this feature. We do have a change request in our backlog to provide this feature. This is not currently scheduled for development, but I have added everyone's interest in this to the change. We will update this post as it progresses. Regards, James Hi @James Ainsworth, is there any update on this feature request being made live please? Thanks Andy Hodkinson Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 13, 2018 Share Posted September 13, 2018 Hi @AndyHodkinsonPrincesIT We have not yet scheduled work on this feature. It is still in our backlog. I will update the post once we have some progress. Regards, James Link to comment Share on other sites More sharing options...
davidrb84 Posted September 14, 2018 Share Posted September 14, 2018 +1 Link to comment Share on other sites More sharing options...
HHH Posted November 27, 2018 Share Posted November 27, 2018 +1. Not only for resolution but for timeline updates as well. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted February 14, 2019 Share Posted February 14, 2019 The snippet function is a very helpful feature so a +1 from myself ! On a side note would there be any changes in hand to allow the admin of Service Manager to control snippets at all and provide some controlled Snippets to Users? We would like to be able to have some consistency in the response our analysts send to users where we can't utilise an email template. We will have some BPM's with email templates for a set action, but we also will have some BPM's set to cover miscellaneous items so Snippets will be ideal when resolving the call as the User will select the preset text depending on the actions taken. Link to comment Share on other sites More sharing options...
Ann-MarieHolloway Posted February 14, 2019 Share Posted February 14, 2019 +1 for us too, we find Snippet very useful Link to comment Share on other sites More sharing options...
Alisha Posted April 24, 2019 Share Posted April 24, 2019 +1 for us as well. @James Ainsworth Please could we have an update on this? Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted April 24, 2019 Share Posted April 24, 2019 +1 here too Please ignore this, just realised I had +1 it already Been a long day ! Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 25, 2019 Share Posted April 25, 2019 Hi Alisha, No update at the moment. This change is still in our backlog. I will update this post once it does progress. Regards, James Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 3, 2019 Share Posted October 3, 2019 As you may already be aware, we have recently provided the ability to create, manage, and use Snippets on the Request Resolution. This was made available in the Service Manager update build 1667, More information about this feature please see the documentation on our wiki: https://wiki.hornbill.com/index.php/Snippets Hope this helps Regards, James Link to comment Share on other sites More sharing options...
Charlie Jones Posted October 4, 2019 Share Posted October 4, 2019 9 hours ago, James Ainsworth said: As you may already be aware, we have recently provided the ability to create, manage, and use Snippets on the Request Resolution. This was made available in the Service Manager update build 1667, More information about this feature please see the documentation on our wiki: https://wiki.hornbill.com/index.php/Snippets Hope this helps Regards, James Great thanks James, we are already using it and it is speeding up our processes already. What would be good is if a snippet can be binded to a resolution category, for example, when you click the snippet, it automatically assigns the resolution category as well as the resolution. Thanks Link to comment Share on other sites More sharing options...
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