Tina.Lapere Posted April 8, 2016 Share Posted April 8, 2016 I posted this a while back but didn't receive any response so I'm trying again! Is it possible t make sure that when a call is closed that the Analyst has to select the relevant closure category? This can be done in Supportworks. Currently a call can be closed without a closure category which will mess up the reporting. Thanks Tina 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 8, 2016 Share Posted April 8, 2016 Hi Tina, As far as I am aware, the enforcing of the closure category is not currently available in Service Manager. I will see what I can find out about the plans for introducing this. Regards, James Link to comment Share on other sites More sharing options...
Tina.Lapere Posted April 8, 2016 Author Share Posted April 8, 2016 Thank you James. I do see this as being a potential problem with Management. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 8, 2016 Share Posted April 8, 2016 Hi Tina, In the next Service Manager update (3.23) there will be a new Service Manager BPM operation for "Suspend and Wait for Closure Category". This will not make the selection of the closure category mandatory, but it will prevent the workflow from continuing until the Closure Category has been provided. I know that this may not fulfil exactly what you are looking for but you may find that it helps. Until a mandatory option is available you may also consider a check in the BPM once the request has been closed to see if the closure category has been populated and if not take it from closed back to resolved and notify the request owner or assign them a task to set it. Link to comment Share on other sites More sharing options...
Kelvin Posted April 12, 2016 Share Posted April 12, 2016 Just so that you can see the interest in this feature. We are eagerly waiting for this to be mandatory as reporting back on resolution profiles is a problem at the moment. Link to comment Share on other sites More sharing options...
nasimg Posted April 12, 2016 Share Posted April 12, 2016 Sounds like something we would be interested in too. Link to comment Share on other sites More sharing options...
Tina.Lapere Posted April 15, 2016 Author Share Posted April 15, 2016 Hi James, I've just updated the system and can see the suspend function which I've added and the process stops and waits but what do I need to add to get it to flag that it's missing to the analyst/owner? Thanks Tina Link to comment Share on other sites More sharing options...
Tina.Lapere Posted April 27, 2016 Author Share Posted April 27, 2016 Hi, Can anyone point me in the direction of how to flag it back to the Analyst automatically if the category code is missing? Thanks Tina Link to comment Share on other sites More sharing options...
Guest Chaz Posted April 28, 2016 Share Posted April 28, 2016 Hi Tina, if you're following a business process, you could use the automated task that fetches the request details to power a decision node. If the closureCategory is empty then you could create a new human task for the owner of the request (or perform any other suitable action). Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 3, 2016 Share Posted May 3, 2016 The Business Process engine is possibly the most flexible and best place to look to configure the behaviour of requests. We are also looking at adding an application setting that would allow you to set the default behaviour for the selection of a closure category on all requests. This is still currently in the planning stage and not scheduled yet. I'll update this post once it is scheduled. Link to comment Share on other sites More sharing options...
Mark Jones Posted May 10, 2016 Share Posted May 10, 2016 Hi James, I'm really glad to hear that you are looking at making the closure category a mandatory field - this is what we've been waiting for to get some proper stats and proactive problem management. Sooner the better please. 1 Link to comment Share on other sites More sharing options...
ljbrown Posted June 1, 2016 Share Posted June 1, 2016 I too would be very interested in the closure category field being made mandatory. I'd appreciate any update on this asap please. Link to comment Share on other sites More sharing options...
samwoo Posted June 1, 2016 Share Posted June 1, 2016 As do we. Often people forget to set when they close the call, so it can be hard to report on. Link to comment Share on other sites More sharing options...
Steve Giller Posted June 1, 2016 Share Posted June 1, 2016 Can you not also report on closed calls with no closure category and identify the culprits? This is as much, if not more, a discipline issue as it is a procedural issue. Link to comment Share on other sites More sharing options...
samwoo Posted June 1, 2016 Share Posted June 1, 2016 We've done that, but it's another task altogether having to go through the list each week to sort it out. At least this way having it mandatory you can guarantee you are getting the right call closure. Link to comment Share on other sites More sharing options...
Steve Giller Posted June 1, 2016 Share Posted June 1, 2016 Make the biggest culprit each week be the one to go through the list 1 Link to comment Share on other sites More sharing options...
samwoo Posted June 1, 2016 Share Posted June 1, 2016 2 hours ago, DeadMeatGF said: Make the biggest culprit each week be the one to go through the list Haha great idea We'll see what we can do lol! Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 20, 2016 Share Posted July 20, 2016 I just wanted to update this post to mention that we are now at a stage where this is being assessed by our development team and being prepared for work to begin. Regards, James 1 Link to comment Share on other sites More sharing options...
Tina.Lapere Posted July 22, 2016 Author Share Posted July 22, 2016 Great, thanks for the update James. Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 1, 2016 Share Posted September 1, 2016 The ability to configure the Closure Categories as mandatory has been included in the latest Service Manager build 2.31. A new application setting has been provided which can be set within Administration under Service Manager -> Application Settings servicemanager.request.closureCategory.default.required Enabling this will make the closure category mandatory on all requests. Link to comment Share on other sites More sharing options...
Tina.Lapere Posted September 2, 2016 Author Share Posted September 2, 2016 Hi James, Thanks for the update - I've updated so I'll have a look at this next week. Tina Link to comment Share on other sites More sharing options...
nasimg Posted September 2, 2016 Share Posted September 2, 2016 Thanks James I've applied and tested - it does what it says on the tin.Thanks James I've applied and tested - it does what it says on the tin. 1 Link to comment Share on other sites More sharing options...
Prathmesh Patel Posted December 21, 2016 Share Posted December 21, 2016 I have switched this on from the settings, but does not allow us to select the categories now. Please advise Link to comment Share on other sites More sharing options...
Prathmesh Patel Posted December 21, 2016 Share Posted December 21, 2016 Sorry - this does work.. I just needed to log out! Link to comment Share on other sites More sharing options...
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