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Alisha

Override Flag for Service Desk

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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

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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

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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

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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

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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

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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

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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

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@James Ainsworth

Please add us as well. We are seeing lots of overhead information when having used some of our custom forms.

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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   

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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
 

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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

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