Impacted customers

[Alisha]

Hello,

When logging a Critical/Priority 1 Incident and adding customers as 'Impacted', it currently only allows us to add customers once. However, sometimes these Critical Incidents can span over a few days. Would it be possible to have the ability to add customers as 'Impacted' a few times? They sometimes call back the next day to report the same issue.

Many thanks,
Alisha

[James Ainsworth]

Hi @Alisha

Are you referring to the Connections option on a request?  We can only have a user listed once here.  The connections option also manages communications so that each user listed can be emailed either manually or automatically through the BPM.   There will be additional features in the future that work off of the connections list.  Having the same user listed multiple times could cause issues with these. 

What goal did you have in mind with adding them twice?

If you want to make a note that the user has called back a second time,  you could filter the Timeline on Connections  and then add a comment to the original post when that user was added.

[Lauren]

+1 - this is the same for problem records. A user may log into two devices and therefore experience the same issue on two devices, therefore has been affected twice.

[James Ainsworth]

@Lauren what is the outcome that you would like to see from this?  On a single issue what benefit to you see from having the same person being listed more than once?  If one person is added multiple times to the same issue/problem record, would you expect the impact of the problem to be listed as a higher impact problem?  In your example could you add the device to the linked assets to record the different devices that it has occurred on?

 

[BobbyB]

Hi James, yes this would give us two benefits, the first would show the impact of major incidents and problems, especially those that are not resolved straight away, the second is this then shows as a call for our analysts, which is a KPI for them on logged calls.

 

Thanks,