Alisha Posted September 26, 2018 Share Posted September 26, 2018 Hello, We are using override flags to display information for the Service Desk only - e.g. prompts and checks that they must do. However, once the request is logged, this information is also visible to the customers. Please could we have the ability to hide certain information from the customers? Many thanks, Alisha Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 26, 2018 Share Posted September 26, 2018 Hi @Alisha Are these prompts and checks something that you have created in a Progressive Capture custom form and you are wanting to hide certain questions/answers from being displayed to the customer within the Questions section of a request? Regards, James Link to comment Share on other sites More sharing options...
Alisha Posted September 27, 2018 Author Share Posted September 27, 2018 Hi @James Ainsworth, Yes, these prompts and checks have been created within a Progressive Capture. We would like to hide these from the customer once the request is logged. However, they are still visible under the Questions section of the logged request. Many thanks, Alisha Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 28, 2018 Share Posted September 28, 2018 Hi @Alisha Are these prompts and checks something that needs to be stored on the request or are they just guidance for the Service Desk team at the time of raising the request? We do have a change our backlog to allow selected questions not to be saved in the questions section. It wont be providing options to select different levels of visibility within the questions section. I'm just seeing if this would be suitable for your needs. Regards, James Link to comment Share on other sites More sharing options...
Alisha Posted September 28, 2018 Author Share Posted September 28, 2018 Hi @James Ainsworth, Yes, the prompts and checks are just for the Service Desk to see at the time of raising the request. It does not need to be stored on the request. When is the change scheduled for? Many thanks, Alisha Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 28, 2018 Share Posted September 28, 2018 Hi @Alisha It is not scheduled yet, but I'll now add you against that change so that this post is updated when it has progressed. Regards, James Link to comment Share on other sites More sharing options...
Alisha Posted October 3, 2018 Author Share Posted October 3, 2018 Hi @James Ainsworth, There are also some instances where the Service Desk will need to see the information once the request is logged. Please could we have the option of displaying override flags for the Service Desk (once the request is logged) if the Global Variable Portal Type is set to Service Desk, and hiding the same information from the customers? Many thanks, Alisha Link to comment Share on other sites More sharing options...
HHH Posted October 3, 2018 Share Posted October 3, 2018 @James Ainsworth Please add us as well. We are seeing lots of overhead information when having used some of our custom forms. Link to comment Share on other sites More sharing options...
Alisha Posted October 23, 2018 Author Share Posted October 23, 2018 Hi @James Ainsworth, Do you have an update on this please? Many thanks, Alisha Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 23, 2018 Share Posted October 23, 2018 Hi @Alisha This change is still in our backlog and is not currently scheduled. We do get hundreds of great requests for new features and functionality and we do our best to progress these. We take in a number of factors when reviewing a change including the number of individual customer organisations that request or show interest in a change, how technically feasible the change is, and if the change will provide a general improvement to both existing and future customers. Once a change has gone through planning and a technical assessment it will enter a 90-Day delivery window with our development team. This change is not yet within this 90-Day delivery window but we will continue to review and plan with a goal to move this to our 90-Day delivery. Kind Regards, James Link to comment Share on other sites More sharing options...
Alisha Posted January 15, 2019 Author Share Posted January 15, 2019 On 10/3/2018 at 12:11 PM, Alisha said: Hi @James Ainsworth, There are also some instances where the Service Desk will need to see the information once the request is logged. Please could we have the option of displaying override flags for the Service Desk (once the request is logged) if the Global Variable Portal Type is set to Service Desk, and hiding the same information from the customers? Many thanks, Alisha Hi @James Ainsworth, Do you have an update on this please? Many thanks, Alisha Link to comment Share on other sites More sharing options...
Lauren Posted January 15, 2019 Share Posted January 15, 2019 +1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 15, 2019 Share Posted January 15, 2019 This change is still in our backlog and is not currently scheduled for development. I'll update this post once some progress has been made. Regards, James Link to comment Share on other sites More sharing options...
HGrigsby Posted July 12, 2019 Share Posted July 12, 2019 +1 for us too please - if it is still in the backlog Link to comment Share on other sites More sharing options...
Alisha Posted May 25, 2022 Author Share Posted May 25, 2022 Hi @James Ainsworth, I was just wondering if there has been any progress on this suggestion please? Many thanks, Alisha Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 2, 2022 Share Posted June 2, 2022 Hi Alisha, This is still in our backlog, but not yet scheduled to be looked at. Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now