Issue with Business process work flow

[Guest]

I had some specialist time with Hornbill to create fire an email at the end of each closed tickets to get users to fill out feedback. I have in Services feedback switched on however i have created a test ticket and closed this however i have received a closure email? I have used numerous services we have and its the same im not getting a closed email. I believe the workflow i have created that when you close a ticket it should send the creator the customer an email to say its resolved first then closed for feedback but for some reason this is not happening and i cant figure out why ? Any advice and direction ? 

[Guest]

* i have created a test ticket and closed this however i haven't received a closure email? 
Resolved tickets email to customers has always worked so its very strange that we are not getting resolved emails and then the closed email with feedback option ?

[Guest]

This case has been resolved via a support ticket to you however the issue now a closed email is being received however when you click on feedback it takes you to self-service portal but no options are present to provide feed even though the service in question as feedback enabled with a expiry of 0. Any ideas why this would be ? 

[James Ainsworth]

Hi Shamaila,

Are you able to provide a screen shot of where you are expecting the feedback to be displayed?  When using the Employee Portal, the user should see a star on their My Reuqests widget.

 

If the user tries to view a closed ticket that has a pending feedback request, as soon as they view the ticket a popup should be displayed.

 

As the customer is getting the Resolved email, it is possible that the customer accepts the resolution and at this point it closes the ticket automatically and the Feedback popup should be displayed.  If they have selected No Thanks it won't prompt them again.  So, it is possible that the follow up email for closure is not showing anything if the Feedback has already been dismissed.  

 

[Guest]

@James Ainsworth 

Thank you but not sure why the feedback options isnt popping up. It has always worked before we migrated to the new employee portal? All my services are set to have feedback on. Ive attached the screenshot - what do you think could be the issue?

From the closed feedback email when you click 'feedback' it takes you to below the employee portal but it doesnt pop up the feedback options i have set in services ?

[James Ainsworth]

Hi Shamaila,

Am I right in thinking that you have had further discussions with Hornbill Support and the Expiry setting of 0 (zero) ended up not being a valid value for the expiry and removing this has fixed the display of the feedback?

Regards,

James

 

[Guest]

That's right to a point @James Ainsworth removing the zero is a workaround. I was advised by Honrbill having a zero means it has no expiry to the feedback and this worked fine when i was on the old portal. I moved over to the employee portal about 3 weeks ago since then having a zero as a expiry hasn't worked. The support team have passed this to the developers as this could be a potential bug from your side. 

[AndyG]

@Shamaila

We have fixed the issue where requests that have a configuration with the feedback expiry option set to 0 are not visible on the employee portal. This will be included in the next release of the Service Manager application which is expected within the next 3 weeks.