VIP Boards

[Dave Longley]

Hello, I have been asked to look into the concept of highlighting tickets logged by VIP staff.  Is it possible (sure it is)

1. Add a custom filed to flag a user as a VIP

2. Create a board so that this can display all tickets logged by these VIP and then have certain lanes to see if this ticket is relevant status (in progress , resolved, Within SLA etc - this is still to be decided)

Any other suggestions would eb appriciated?

 

Thanks

Dave

[James Ainsworth]

Hi Dave,

Thanks for your post.

Are you automatically adding these requests to your board?  You should be able to get information about the customer associated to an incident, and based on if they are a VIP, you could set the colour of the card when it is added to the board.

[Dave Longley]

Thanks @James Ainsworth, Yes i want the tickets to automatically get added to a new board which i will creat called VIP users. Do i need to a a new node in all the BPM to pick up if the users are VIP to then get added to the board? 

[Dave Longley]

@Steven Boardman can you advise on this one pls?

[James Ainsworth]

Hi Dave,

One approach would be to use the Custom Fields on the user accounts for adding or flagging if a user is a VIP user. 

 

Step 1: Within the Administration portal, you could add the text VIP  to one of the available attributes for each of the VIP users.

 

Step 2: Within your existing BPM Workflow where you wish to automatically add the request to a VIP Board, you would then use the Get Information Hornbill Automation for getting the details of the customer that is set against the request.  This Hornbill Automation includes returning the above custom attributes.

Step 3:  After the Get Customer Hornbill Automation, add a Decision Node.  This will split into two branches.  One for adding the request to the VIP board and the other will be the standard route.  Leave the standard route as No Match and have the other branch use a Custom Expression

The custom expression on the Decision node branch for Is VIP User should look a little like this.  The Customer Custom 1 will need to match custom field where the VIP text is stored on the user record.  

 

Step 4: Following on from this you would define your Hornbill Automation for adding the request to the Board.

Your workflow may look a little like this once done.  Do let me know if you have any questions. 

 

 

[James Ainsworth]

If this needs to be applied to multiple BPMs, you could add and test in one of the BPMs.  Once you know it is working, you should be able to copy this group of nodes and paste them into the other BPMs where you want to use this.

[Dave Longley]

thanks @James Ainsworth