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Urgency now appearing within Calls


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Hi, 

We've noticed today that 'Urgency' is now appearing here within our calls:

image.png.b650d99faa3a532c3b97e88c62301e9d.png
 

We've not changed anything in the system.  I've had a look at the wiki and it just says this but that it's default is set to off.

 

image.thumb.png.15209f88e57212af7e597b1bba0c7e74.png

 

Can anyone tell me the what and where the setting is to check/turn it off?

Thanks

Tina

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Guest Ehsan

@Tina.Lapere, @HGrigsby,

An automatic update will be applied to your instance shortly. You should then be able to select the 'None' option for that setting if you do not wish to make use of the Urgency feature.

 

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@EhsanIs it possible to set different urgency levels somewhere, if you for example want numerics or fewer levels?
And is urgency visible to customer contacts in customer portal?

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Guest Ehsan

Hi @HHH,

The Urgency value is not visible to a customer in the Customer Portal. You would have to confirm that the visibility of the post to the timeline is not set to "Customer". This can be controlled via "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.escalate" application setting.

The Urgency levels can be managed via the admin tool - https://live.hornbill.com/[InstanceId]/admin/app/com.hornbill.servicemanager/administration/assessments/

Ehsan

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Firstly, and most importantly, the System Administrator User should not be used in day-to-day access for the Instance. It is available for situations when your Admin level Users cannot access the system, e.g. to resolve an issue with SSO failing.

Secondly, the System Administrator User does not have automatic access to every area of the system by default, that is restricted by Roles in the normal way.

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19 hours ago, Ehsan said:

Hi @HHH,

The Urgency value is not visible to a customer in the Customer Portal. You would have to confirm that the visibility of the post to the timeline is not set to "Customer". This can be controlled via "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.escalate" application setting.

The Urgency levels can be managed via the admin tool - https://live.hornbill.com/[InstanceId]/admin/app/com.hornbill.servicemanager/administration/assessments/

Ehsan

Hi

 

Where abouts are the urgency levels set at, I'm on the page but unable to locate them, as would like to remove some of them.

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Guest Ehsan

@danb,

You can disable the Urgency selector instead. Please refer to Tina's comment on this thread for instructions.

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3 minutes ago, Ehsan said:

@danb,

You can disable the Urgency selector instead. Please refer to Tina's comment on this thread for instructions.

i would like to use this feature, just not have so many different levels of urgency on there ie just show high & critical

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10 minutes ago, Ehsan said:

@danb,

In the old admin tool, you can manage Urgency levels here (replace [instanceId] in the URL with your instance Id):

image.png

In the next Service Manager release (expected within the next 2 weeks), you will be able to manage Urgency levels in the new admin tool too.

Ehsan

Superstar thank you!

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