"My Requests" widget - is it possible to customize?

[Andrew Parsons]

Hi all - not sure if "my requests" is a standard name or something we've called it in our implementation, but essentially it's a widget on our customer portal so a customer can see their current requests, and click into them to view updates , close, leave feedback etc (see attached screenshot)

Our service requests have standardised titles, so for example if someone logged 2 x Distribution List Amendment requests they would see 2 entries in this widget both titled "Distribution List Amendment" and in order to tell which ticket is for which list, they would have to click into both and review the Description.

Is there any way to amend the contents of this widget to display extra information so they don't have to click into each ticket? I notice there is a download option (that exports to a csv file) but this does not include the Description field

[James Ainsworth]

Hi Andrew,

The challenge with including the description in a list is that the description field is a long-text field so it could contain an unlimited number of characters which would be problematic on any display.

Is there any unique information that was captured in the request that could be amended to the summary to make the summary more unique? 

[Andrew Parsons]

Hi James, completely understand about the length of the description field. 

The way our business processes are set up, we populate the Description field with the unique information supplied by the customer (so in the example about, name of the DL they want adding to would be here)  Is it possible to display the first X amount of characters?

For example I've noticed that if you have the full license in HB (as our analysts do) and go to Request view, if you hover over a ref number, you get a preview like this, which includes some of the description:

 

 

Obviously basic users do not have this view. But is it not possible to use the same method in the My Requests widget?

 

[Andrew Parsons]

Hi - any response on my question above?

[James Ainsworth]

Hi Andrew,

I have put through the idea of a hover-over popup on the requests widget that shows the first x characters of the description as a change proposal.  We do get hundreds of great ideas each week and unfortunately we can't to commit to each one.  I will always look to see if there is something currently available that can be used immediately.  I was first suggesting that the summary can be appended with some key information.  This could be the first few words from the description, or the request category.  I do see that the amount of space  available with the summary is limited as seen by the highlighted areas, but that can be increased by making the widget span all 4 sections.  

[Andrew Parsons]

@James Ainsworth It's been a while on this - did you change proposal get accepted?

[James Ainsworth]

Hi Andrew,

Thanks for your post.  I'll review the status of this and update this topic if there is any change.