sprasad Posted August 19, 2020 Share Posted August 19, 2020 Quite often, customers will continue to email us on requests which have been Resolved and closed. We still record the correspondence on the original request (for audit purposes) and will then raise a linked request for the follow up enquiry. However, sometimes the analyst applying the email request do not notice that the status of the request is Closed. Currently, it shows as Black Bold but can this be made obvious, either with an additional Pop Up message and/or Red Bold larger text please? 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 20, 2020 Share Posted August 20, 2020 We have a change in our backlog which will provide a popup highlighting that the ticket is closed and provide some actions that can be taken, such as... An option to update and re-open the ticket An option to update but keep closed An option to notify the owner that there has been an update to the closed ticket An option to raise a new ticket. Is this the type of thing you are looking for? If so, I'll add you add you to the change. Regards, James 1 Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted August 21, 2020 Share Posted August 21, 2020 Hi @James Ainsworth Could you add me as an interested party for the change please? thanks Link to comment Share on other sites More sharing options...
HGrigsby Posted August 21, 2020 Share Posted August 21, 2020 +1 Me too please thanks Helen 1 Link to comment Share on other sites More sharing options...
sprasad Posted August 24, 2020 Author Share Posted August 24, 2020 @James Ainsworth - Yes, please add us as supporting this change. Thank you. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 24, 2020 Share Posted August 24, 2020 +1 Link to comment Share on other sites More sharing options...
HHH Posted August 24, 2020 Share Posted August 24, 2020 On 8/20/2020 at 10:06 PM, James Ainsworth said: We have a change in our backlog which will provide a popup highlighting that the ticket is closed and provide some actions that can be taken, such as... An option to update and re-open the ticket An option to update but keep closed An option to notify the owner that there has been an update to the closed ticket An option to raise a new ticket. Is this the type of thing you are looking for? If so, I'll add you add you to the change. Regards, James Please add us as well. This is a better solution than I imagined. thanks 1 Link to comment Share on other sites More sharing options...
Jeremy Posted August 24, 2020 Share Posted August 24, 2020 +1 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 24, 2020 Share Posted August 24, 2020 @James Ainsworth Will the options you reference only trigger on closed requests, or will they also do the same on cancelled ones? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 25, 2020 Share Posted August 25, 2020 Hi Martyn, This will only apply to closed requests. I don't believe cancelled requests can be accessed from here. Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 25, 2020 Share Posted August 25, 2020 Everyone has been added to the change. While this is not yet scheduled, the added interest does help us prioritise. Thanks. 1 Link to comment Share on other sites More sharing options...
sprasad Posted February 24, 2021 Author Share Posted February 24, 2021 Hi @James AinsworthPlease cam I check if there has been any progress on this Change Request? Thanks. Link to comment Share on other sites More sharing options...
sprasad Posted March 17, 2022 Author Share Posted March 17, 2022 Good morning @James Ainsworth - Do we have a proposed date for when this feature will be available, please? We have new staff coming in all the time and the error where a closed request is updated only spotted, when the customer makes a complaint that no one has responded to their previous email. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 17, 2022 Share Posted March 17, 2022 Hi @sprasad The change mentioned above is still in our backlog, but not currently scheduled for development. I'll also check with your original suggestion that just looks a making the "closed" text stand out more. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 18, 2022 Share Posted March 18, 2022 @sprasad A minor change has been made that will highlight closed requests in red. This will be available in the next Service Manager update. 1 Link to comment Share on other sites More sharing options...
Berto2002 Posted March 23, 2022 Share Posted March 23, 2022 +1 for the options listed above Link to comment Share on other sites More sharing options...
will.good Posted March 29, 2022 Share Posted March 29, 2022 + 1 also Link to comment Share on other sites More sharing options...
Steve Giller Posted March 30, 2022 Share Posted March 30, 2022 @will.good This change is already live. Link to comment Share on other sites More sharing options...
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