nasimg Posted April 6, 2016 Share Posted April 6, 2016 In support works customers could see the logged by, respond by, fix by and resolved by date of their request on the portal. In service manager they can only see the logged by and who is the owner on the Service Portal. Is there a reason why we don't show them this info, its available on the Live Portal so analyst's know. I think it would stop a lot of customers asking the simple question of when would their request be completed. Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked. Link to comment Share on other sites More sharing options...
Tina.Lapere Posted April 8, 2016 Share Posted April 8, 2016 Hi Nasimg, I totally agree - why not show the Resolution information? This is the main things the customer is interested in. I'd be interested to know when this will be made available on the portal too. Thanks Tina Link to comment Share on other sites More sharing options...
TrevorKillick Posted April 8, 2016 Share Posted April 8, 2016 Hi Nasim, Tina Let me raise this with Development and i will get back to you both. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Steve Giller Posted April 8, 2016 Share Posted April 8, 2016 In my experience it will only encourage customers to complain that you haven't placed enough urgency on the job and it should have a resolution target of 10 minutes ago ... however, if displaying it is optional there's no problem having it available. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 8, 2016 Share Posted April 8, 2016 I agree that information about how you are doing on the response and resolution timers are needed, but also optional for those that don't wish to publish it. One thing that I want to consider when this is added is how to best display this to a customer/user. We could start simple and just show the target times as a support person would see it. However, when we start to take the on-hold option into consideration, the customer may also see these times change and I think it would be important for the customer to understand why it has changed. Throw in operational hours, something that everyone on the desk may understand but an end user may not know anything about and you get the confusion of why the 3 day fix is set to be completed in 5 days. Longer term plans are to extend the Heads Up display in the portals to help represent the targets in a more visual way. Link to comment Share on other sites More sharing options...
nasimg Posted April 11, 2016 Author Share Posted April 11, 2016 Happy for it to be optionally - my experience is its better to let the customers have the SLA info (after all its whats been agreed). Appreciate the points you made but having had this sort of info available for our past systems, it seems a backward step not to be able to show it (if you want). Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 16, 2016 Share Posted May 16, 2016 In the Service Manager 2.26.x update we are including a new setting guest.com.hornbill.servicemanager.showResolveByDate which will enable you to show the resolve by date to portal users. Link to comment Share on other sites More sharing options...
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