Self service alert

[chriscorcoran]

Hi

When calls are logged via the portal they go to a view no team assigned, is it possible to have an alert to first line staff that a new call is logged via the portal?

Thanks

Chris

[Victor]

As a recommendation we advise that the business process for calls logged via portal should be configured to have calls assigned to a team, for example first line staff team, then you can use application settings for various team notifications. If this is not suitable for you, alternatively you can add node(s) in the business process that will send an email to a co-worker or external email address. Unfortunately you can't configure an email to the team itself, you will need to specify each team member. Or you can have an outside email address (in Exchange for example) that will forward the email to a distribution list.

[chriscorcoran]

Thanks for the response, can you add assign to team in a progressive capture?

Regards

Chris

[Paul Morrow]

Has how to assign a team in a progressive capture been answered? I'd like to know how to do this aswell.

[Paul Morrow]

I get it now. Setting the assigned team in the business workflow allows the ticket to be viewed under the main team view. without assigning in business workflow it would need to be viewed under no team assigned.

[Victor]

To answer Chris and maybe Paul (if it still needs the answer), it is possible to have and "assign team/analyst" during progressive capture. You would need to add a form and in the form configuration select "Analyst Assignment". This does not restrict or make the analyst selection itself mandatory. In other words, in this form you can have only the team selected during progressive capture.

[Hornbill Staff DR]

Hi All,

just looking back at your initial post Chris, to follow on from Victor's response information on team/analyst notifications can be found on the following wiki page: https://wiki.hornbil...p/Notifications . This will negate much of the need to handle internal notifications via BPM.

Speaking more generally on the topic of assignment, my advice would be to handle the initial assignment of a request within BPM. I usually configure this automated operation as the very first node as it is important to give the request a home (we don't want things getting lost).

It should be possible to take this approach with almost all requests as you will know which teams are best positioned/experienced to deal with particular call types within your organisation (or typically all calls will be triaged by a first line team of sorts before being manually channelled to more specialist teams.

The new request catalogue functionality introduced in SM2.22.x, makes this approach even more viable through defining and implementing a Service Catalogue. It is then possible to configure a BPM per catalogue item.

Thanks,

Dan