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Remove specific Questions from analyst view.


AndyHill
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In our progressive captures we on occasion add a customised form that literally provides the user with information regarding the choices they have in the form like below:-

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On the next customised form we will then have actual questions for the user to answer. 

What I would like to do is remove the above from what the analyst then sees when the call is logged. Obviously I can't use deleteQuestions in the BPM as that would delete the questions that are relevant. 

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Is anyone aware of a good way to achieve this or to present the information in the progressive capture in such a way that its not visible in the call after logging?

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@AndyHill If the question type is Label on your custom forms, and you use the Description field to hold your information

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Then in the admin tool you can enable the following setting which will hide ANY unanswered questions from the questions section on the request view. There is one setting for the agent view, and other one's for the employee portal/service portal and the customer portal.

Admin Console > Home > Applications > Service Manager > Settings 

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These are global settings, so you would need to ensure this didn't have an unwanted impact on other progressive capture forms, but it will hide the unanswered info type labels which it looks you are using.

Hope that helps

Steve

 

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@AndyHill no problem, glad you have visibility of the hide question settings.

In regard to the label question type, if you use the Description field for your content, you should retain the ability to format across multiple lines.

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Like so

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Which presents as follows in progressive capture:

image.png

Which of course if then hidden from the questions section if the hide settings are enabled.

Hope that helps

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