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"Resolve By" Displayed by Default


Michael Sharp
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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.

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Thanks and regards,

Mike.

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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.

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Guest Mohamed

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

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@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.

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Guest Mohamed

@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

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