Michael Sharp Posted May 5, 2020 Share Posted May 5, 2020 Please can the same system parameter be included for the employee portal as the service portal to hide the resolve by field by default? I am currently unable to hide the resolve by field. Thanks and regards, Mike. Link to comment Share on other sites More sharing options...
Guest Mohamed Posted May 6, 2020 Share Posted May 6, 2020 Hi @Michael Sharp Our development team have found and resolved the issue. The fix will be available in the next build Regards Mohamed Link to comment Share on other sites More sharing options...
Michael Sharp Posted May 6, 2020 Author Share Posted May 6, 2020 Thanks for this @Mohamed, perfect Link to comment Share on other sites More sharing options...
Michael Sharp Posted May 6, 2020 Author Share Posted May 6, 2020 Could you let me know once available please @Mohamed Link to comment Share on other sites More sharing options...
Michael Sharp Posted May 15, 2020 Author Share Posted May 15, 2020 The fix works perfectly thanks. Could "Respond By" be added in its place please? We think it is important for users to see this and is an achievable SLA which we would like to publish @Mohamed Thanks and regards, Mike. Link to comment Share on other sites More sharing options...
Michael Sharp Posted June 15, 2020 Author Share Posted June 15, 2020 On 5/15/2020 at 4:43 PM, Michael Sharp said: The fix works perfectly thanks. Could "Respond By" be added in its place please? We think it is important for users to see this and is an achievable SLA which we would like to publish @Mohamed Thanks and regards, Mike. @Mohamed do you have any thoughts on this one please? Thanks, Mike. Link to comment Share on other sites More sharing options...
Michael Sharp Posted June 17, 2020 Author Share Posted June 17, 2020 @Mohamed? Link to comment Share on other sites More sharing options...
Guest Mohamed Posted June 18, 2020 Share Posted June 18, 2020 Hi @Michael Sharp Apologies for that, I missed you previous notification. I'll look into this and get back to you Just to confirm, do you mean that toggling that particular setting shows / hides the respond by field instead of the date? Or that it should toggle both the Resolve By Date and Respond By data? Thanks Link to comment Share on other sites More sharing options...
Michael Sharp Posted June 18, 2020 Author Share Posted June 18, 2020 @Mohamed currently we don't have the option to show the "respond by" date/time to the customer via the employee portal but we do have the option to show the "resolve by" date/time. Respond by is an SLA that should always be achievable (so want to present this) whereas "resolve by" is a KPI that is unlikely to provide any benefit or likely outcome to our customers. Regards, Mike. Link to comment Share on other sites More sharing options...
Guest Mohamed Posted June 26, 2020 Share Posted June 26, 2020 @Michael Sharp just an update with regards to this After speaking to the development team, since this is new behaviour, it won't be tackled as an issue / bug but introduced as a new feature Regards Mohamed Link to comment Share on other sites More sharing options...
Michael Sharp Posted June 26, 2020 Author Share Posted June 26, 2020 2 hours ago, Mohamed said: @Michael Sharp just an update with regards to this After speaking to the development team, since this is new behaviour, it won't be tackled as an issue / bug but introduced as a new feature Regards Mohamed Thanks @Mohamed Link to comment Share on other sites More sharing options...
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