Enhancement request - On hold/off hold views

[katy_palmer]

Is it possible for someone to look into only seeing On hold when a call is open and off hold when a call is on hold?

the options can get a bit busy and this can be time consuming to just press  when needed. 

 

[katy_palmer]

@Steve Giller is it possible for someone to look at this please?

[Steve Giller]

As far as I'm aware from the question, this is about sub-statuses, which are something you define internally.
I'm not sure what I can suggest here apart from if there are too many, delete some!

[katy_palmer]

Thanks - it was more of a question making it possible to only see hold call if the call is open and take off hold if it is on hold

[Steve Giller]

If you mean here:

Then no - it will show as many Sub-statuses as you have created and made available to that Service/Request Type. In this scenario the above advice (don't create lots of sub-statuses if that will confuse your Users) has to apply.

If you don't have sub-statuses, you will simply see options to put on hold or take off hold as applicable.

If you have sub-statuses, you can't simply have, for example, "take off hold" otherwise how would the system know which Active sub-status it should apply?

[katy_palmer]

Hi @Steve Giller,

 

This doesn't really help sadly. 

 

We have a status called Authorised which is used by the workflow when the customers manager has authorised a request and this status takes the support request off hold. Likewise, we have a rejected that takes the support request off hold and closes the support request. 

 

We need a way to make this not visible to support analysts as they are using these in support requests and they do not have the same effect (eg authorise is available but does not authorise) - is this a enhancement or is this an issue?



 

[Peter Clough]

Instead of using sub-statuses for this, you could use the Authorisation Decision node, which adds a line near the Priority and Category on the top-right box. I don't believe this can be modifiable by analysts, it's only set by workflow, and is fully searchable too.

It's under Service Manager > Entity > Requests > Authorisation Decision, and has Pending, Approved, Rejected, and Clear options.

[katy_palmer]

Thank you, we use this status due to the type of organisation we are. 

 

We like to pause the SLA timer when authorisation is required as sometimes the wait for authorisation can be lengthy so we prefer the SLA timer to only start when the authorisation is received. 

[Peter Clough]

On that point, the SLA timer only starts when you start it with a node, so you could also simply delay having a start timer node until afterwards.

None of which directly resolves your original request, I realise. But may offer alternatives.

[Steve Giller]

1 hour ago, katy_palmer said:

We need a way to make this not visible to support analysts as they are using these in support requests

Are these global sub-statuses?

You could ensure that these sub-statuses are Service-specific, so only analysts dealing with this specific Requests will be able to see them, and they can only be used where they are required.

[katy_palmer]

1 hour ago, Steve Giller said:

Are these global sub-statuses?

You could ensure that these sub-statuses are Service-specific, so only analysts dealing with this specific Requests will be able to see them, and they can only be used where they are required.

@Steve Giller ideally, we would like these to be hidden as they are only used by the workflow and not intended to be used by analysts

[Steve Giller]

You could set the Customer Label to the one that you want the Customer to see, and the Name (that the Analyst sees) to "If you use this you're sacked" or some version of that which you HR team deem appropriate?