Analyst in Request Notifications

[Jeremy]

So this is a new one I think, we have situations where you are working in a request and someone else comes along and types a resolution or email and then completes the action and your update/email etc is removed from the request if not submitted quickly enough.

Would it be possible to be notified like Google Docs/MS Office when someone else is in the request, doesn't need to be who the specific analyst is (although that would be ideal) even like other web-pages e.g. someone booked this recently type of popup.

I'm guessing that you know where analysts are in the system database at any given time.....

[Martyn Houghton]

This is one of the frequent things our analyst raise about not being able to see if someone else in the distributed team is view/updating the same request, compared to how Support Works used to lock the request. It is also something that comes up every time we are migrating a new desk over from a competing product. Appreciate we do not need the lockout as it was in Support Works, but having the ability to see that the request is open by other analyst would be great.

Summary ++++1 for me  

Cheers

Martyn

[Steve Giller]

@Jeremy Could you expand on the part where an update goes missing, please? We've tested this with multiple Users making overlapping updates of varying types to a request and everything is visible in the timelime.

[Jeremy]

@Steve Giller for example if you are completing a resolution and another analyst resolves the request the text entry that you input does not get saved (correctly in our opinion) but we do not know when other analysts are in a request either working/viewing it etc and would like to know if there is.

[Steve Giller]

@Jeremy I can see why you couldn't have two Resolutions, and that's something we didn't test but as you say, I'd expect a second resolution post to fail.

So it looks like the missing update looks like a specific scenario, and would be resolved by the main focus; the enhancement request for the visibility of who is actively working on the request.