Ability for customers to add Connections

[Alisha]

Hello,

I have used the Connections form in a capture but have discovered that this only works for analysts. The form does not appear when customers log their own requests. Please could we request that the Connections form is also visible to customers so they can add their colleagues as 'Interested'?

Some scenarios where this is needed are:

• Customer has logged a request on behalf of a colleague
• Customer goes on leave, colleagues can check the status and update the request
• Customer has logged a fault that affects others in their team

This would reduce the overhead for analysts if customers can add their colleagues themselves and remove the need for authorisation as customers would be giving permission themselves.

Many thanks,
Alisha

[Jeremy]

@Alisha You can do this with a drop down list of users e.g.

You can then change customer in the bpm and point to this field or you can use this field to add Impacted users etc via the BPM

[Alisha]

@Jeremy Thank you. Will customers be able to add multiple colleagues as 'Interested'?

[Jeremy]

@Alisha if you have 2/3 of these fields then you can make the others non mandatory so people can add more than one person, but you can't add more than one person per field if that makes sense.....

[Berto2002]

Hi @Jeremy, are you saying you use a generic capture user form on the PCF and then the business process can map that name to a Connection type?

What is your experience of using the Connections? Can the connections also view, update or resolve the Request? A particular feature our users want is for either a New Starter (Joiner) or their Manager to both be able to equally interface with the Request that sets-up their accounts, etc; both get notified also. Can this be done?

[Jeremy]

@Berto2002 yes from this field you can map it to any connection type that you have in your system. You can then per service allow connections to view or update requests, they cannot resolve as this is an analyst function.

[Berto2002]

Hi, where in the config do you specify this per service please? Is it in the Service Portfolio?

[Alisha]

@Steve Giller Please could this be considered as an enhancement?

It would be helpful if customers had the ability to add their own 'Interested' parties. Using the existing Connections form seems like a simpler way of doing this rather than using a Data Query drop down list in a capture, which does not allow for multiple people to be added at a time.

[Martyn Houghton]

@Alisha

This has been logged as an enhancement a while ago, to allow the existing Progressive Capture node to work on the Portals, as at the moment it only works for analyst.

Cheers

Martyn