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Customer Portal Bulletin for ALL users


Steven Cotterell
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Hi,

Does anyone know the best way to publish a Bulletin that will be seen by ALL our external contacts when they log into the Customer Portal as we have an issue regarding 'reopening tickets' which is affecting multiple contacts, irrespective of Service & Organisation?

Only way I can think of at the moment is to maybe replace the Home Page Main Image Text/Section Title....

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@Steven Cotterell

We have a generic service that is set to Portal Visibility On and no subscribers, so it applies to all users, which we put add generic Bulletins to.

We have a view only catalog item on it which they are not able to log new requests through the portal on (blocked in the Progressive capture) which then means they can see the service/bulletin.

Cheers

Martyn

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@Steven Cotterell

We bypass that process at the moment. We have an two stage confirmation of resolution stage before we set to resolved and then immediately to closed.

We do this so that the SLA is not reset and the workflow stuck at the end. We are looking to use this, but have been waiting on the ability to set the Status to Resolved, have the request on hold and then mark the response timer on confirmation (green button) or expiry of waiting for the customer to confirm.

Cheers

Martyn

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35 minutes ago, Steven Cotterell said:

@Martyn Houghton - Ingenious, thanks.  Will try this out.

Are you seeing the same issue as us with your customers not being able to reopen resolved tickets (clicking on red button in portal ticket view appears to do nothing but gives error in the console in Developer Tools)?

We've had customers report that too

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