Notice/VIP Flag On Co-Worker

[Jack_Podmore]

Hi all, 

Is there a way to flag a co-worker as a VIP so when tickets are raised this is clearly shown within the ticket for all those interacting to see? We saw the "notices" option but this looked to be more for the ticket itself rather than the co-worker. 

Thanks!

[Jim]

Hi @Jack_Podmore

 

We use the SLA and Priorities to do this, we have a specific SLA for VIP's and we go one step further in all of our processes relevant to a VIP and have a decision to check if this is the case, if so we send an email to a distribution list of the request, and a checkpoint in the HUD stating VIP as well as the SLA on the right hand side also showing it is a VIP

[HHH]

@Jack_Podmore We added a checkbox custom field to the customer and had the business process check if this box is checked and if so put up a notice on the ticket. It doesn't work retroactively on old tickets though but that is at least in our case not any problem

[Steven Boardman]

@Jack_Podmore as @HHH has suggested, you can add a VIP value to a custom field on a co-worker record, then in your Business Process, you can use a Get customer info node, and then a decision node, if there is a value or a specific VIP reference in the custom field of the customer record, you can branch from the decision node, and follow this with the Add Notice node in the bpm to display the value of that custom field on the ticket (using the variable picker), and of course, if there is no value in that field, you can use the decision node to not display a banner.

  

 

Of course, you can use this approach and customer custom fields to hold any customer info, which you may which to display on the ticket via a notice.

 

 

[Jack_Podmore]

@Jim @HHH @Steven Boardman

Guys, really appreciate your quick responses and ideas - really appreciated!