HHH Posted September 9, 2019 Share Posted September 9, 2019 Does a resolved ticket re-open if a customer comments in it? Not updates timeline but comments on a previous timeline update? If not is it something that can be implemented? Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 9, 2019 Share Posted September 9, 2019 @HHH When a request is at Resolved status. in the customer portal they get the red and green button prompt to confirm it is fixed or if it is still not working. They do not have the option to comment, attach or feedback when the status is set to Resolved. If they click on the it is still not working, it will reset the status back to open. We adjusted/removed the standard by updating the translation, but you cannot disable the buttons, hence why the red one just has a dot in it as it could not be null. The reason we do this is to stop the customer from re-opening request as this currently breaks/reset the SLA from scratch. Our current BPM close the request one minute after it is set to resolved, so the customer can then leave feedback. We have asked to be able to trigger the above by setting a request as resolved but not marking the SLA timers, but pausing them, so you do not hit the issue with the SLA being reset. I dig out the forum posts and add them to this for info. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
HHH Posted September 9, 2019 Author Share Posted September 9, 2019 Thanks @Martyn Houghton But after getting some more information from the customer it appears that you can go to your closed tickets in the customer portal and comment on them. The customer then expects the ticket to re-open. So with this information I'll re-phrase the question. Is there a way to disable commenting on closed tickets? 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 9, 2019 Share Posted September 9, 2019 @HHH Re-reading your initial post, I see what you mean now. You can still comment on the timeline in the portal when it is closed. I agree there should be an option to stop users from commenting on a closed request. +1. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 2, 2019 Share Posted October 2, 2019 I believe that making the Timeline read-only is something that will be possible on the new Employee portal. Link to comment Share on other sites More sharing options...
Frank Reay Posted October 2, 2019 Share Posted October 2, 2019 Thanks James. Is that an intention or is it possible now? The reason for asking is that we are flipping over to the my-services portal tonight! Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 2, 2019 Share Posted October 2, 2019 1 hour ago, Frank Reay said: Is that an intention or is it possible now? Hi Frank, It is an intention. The back end (APIs) have been prepared to allow for this. There is still work to be done on the actual request forms which will be completed as the Employee Portal progresses. Link to comment Share on other sites More sharing options...
HHH Posted November 5, 2019 Author Share Posted November 5, 2019 On 10/2/2019 at 4:25 PM, James Ainsworth said: I believe that making the Timeline read-only is something that will be possible on the new Employee portal. Any hope of this being implemented in the customer portal? Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 5, 2019 Share Posted November 5, 2019 As per @HHH post, in some ways this is even more important for the customer portal than the Employee one, given you can have less influence/control over the external customers. Cheers Martyn Link to comment Share on other sites More sharing options...
HGrigsby Posted January 9, 2020 Share Posted January 9, 2020 + 1 for us too. We are looking at a project that needs the tickets once closed to be closed and not editable at all. And +++ 1 for being able to remove or disable the "it's working" or "not working" either on a specific service or everything. Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 10, 2020 Share Posted January 10, 2020 We have a change in our backlog to provide this functionality. I'll update this post when it has progressed to development. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted April 14, 2020 Share Posted April 14, 2020 @James Ainsworth Any update on having the ability to stop comments on completed requests? Cheers Martyn Link to comment Share on other sites More sharing options...
Jeremy Posted April 14, 2020 Share Posted April 14, 2020 we could also use something like this, +1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 15, 2020 Share Posted April 15, 2020 Hi Jeremy, I'm assuming that your +1 is for the ability to turn off updates by the customer. We have actually finished the work on this feature and is going through final testing before it moves to a release. Possibly a couple of weeks away. This will include two settings that will allow you to enable/disable the ability for a customer to update a closed request on the Customer Portal and the Employee Portal. Regards, James Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 3, 2020 Share Posted June 3, 2020 I wanted to let you know that the ability to make a closed request "Read Only" to customers on the Customer Portal and the Employee portal is now available as of Service Manager Build 1919. These settings will make the timeline in a request read only so that a customer cannot continue to update or add comments to an existing post within the Timeline. The closed request will only be available for reference. Customer Portal Setting: guest.servicemanager.portal.requests.readOnlyClosedRequests Employee Portal Setting: servicemanager.portal.requests.readOnlyClosedRequests I hope this helps. Regards, James Link to comment Share on other sites More sharing options...
Frank Reay Posted June 4, 2020 Share Posted June 4, 2020 @James Ainsworth This is excellent news - thanks for the update. I have made the setting this morning (to a 'virtual' round of applause from my support staff!). Now we all need to do is have the option to completely disable Comments in an Instance or at the least have better notification of when a Comment has been made on an Open Request. But these has been raised elsewhere! My guys really don't like them. Link to comment Share on other sites More sharing options...
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