Tina.Lapere Posted June 29, 2016 Share Posted June 29, 2016 Hi, I'm sure I've seen this come up before but I can't find it. We are finding it a little odd that when a call is on hold you are unable to end an email, attach documents or look at the Customers assets. We can still update the request ok but if for example a Customer has a problem with their mobile phone and I'm waiting for them to bring it round so I put the call on hold. In the mean time if I want to contact the mobile supplier I'm unable to see their asset details from the call as it's on hold. This is a pain. Is there any plans for this to change? Thanks Tina Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 29, 2016 Share Posted June 29, 2016 Tina We too raised this and James advise there will be a setting to allow this option to be configurable. Cheers Martyn Link to comment Share on other sites More sharing options...
Tina.Lapere Posted June 29, 2016 Author Share Posted June 29, 2016 Thanks Martyn, hopefully it will be sooner rather than later. Tina Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 29, 2016 Share Posted June 29, 2016 Hi Tina, The initial thoughts with the on-hold was that we would start with having the actions disabled as it could be seen that if work was being done on the request that it shouldn't be on-hold. However, it is always important to recognize that different people work in different ways, so as Martyn suggested we do have a change in our backlog to give you control over which actions are available when a request is on hold. This change has not been scheduled as of yet, but we will continue to review and prioritize based on the feedback provided. Regards, James Link to comment Share on other sites More sharing options...
Tina.Lapere Posted June 29, 2016 Author Share Posted June 29, 2016 Ok great thanks James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 30, 2016 Share Posted June 30, 2016 James Since going live on Monday, this is one of the most frequent questions/issues raised by our analysts. Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted June 30, 2016 Share Posted June 30, 2016 James Just to widen this we will also need the ability to add attachments, connections etc when the an request is on hold. Cheers Martyn Link to comment Share on other sites More sharing options...
nasimg Posted July 12, 2016 Share Posted July 12, 2016 This is something we would like more control over too - do let use know when the change gets applied. Link to comment Share on other sites More sharing options...
Martin.bowman Posted July 20, 2016 Share Posted July 20, 2016 @James Ainsworth Hi James, Further to this do you have an update at all to when this is likely to be addressed please? Thanks Martin Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 20, 2016 Share Posted July 20, 2016 Hi Martin, Thanks for your interest in this feature. This change has not been scheduled yet, however the continued feedback helps us prioritize our changes. I will make sure that your interest is added. Regards, James 1 Link to comment Share on other sites More sharing options...
Everton1878 Posted July 20, 2016 Share Posted July 20, 2016 This is something I've noticed today I've had to take a number of calls of hold so I can update them and then put them back on hold Link to comment Share on other sites More sharing options...
Lyonel Posted January 17, 2017 Share Posted January 17, 2017 @James Ainsworth any update on this topic? Analysts are asking the same question here too... Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 17, 2017 Share Posted January 17, 2017 Hi Lyonel, No update as of yet. I will be sure to post here once it reaches our development queue. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 7, 2017 Share Posted July 7, 2017 @James Ainsworth Is there been any further thought on providing settings to allow requests to be updated when they are on hold? It is is a daily occurrence for us that we want to be able to update a request whilst it is 'On Hold', either by sending an email, or raising a linked request etc. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 7, 2017 Share Posted July 7, 2017 Hi Martyn, This is still in our backlog. Now that we have the feature that allows locking or unlocking of actions on a request, we may be able to leverage this so that you will be able to decide or configure what things you can do when on hold. I will have another look at the change in the backlog to see what is going to be involved to proceed. Regards, Jaems Link to comment Share on other sites More sharing options...
Steve Giller Posted July 10, 2017 Share Posted July 10, 2017 If you could add me to the list, I can see a good use case for this too. Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 11, 2017 Share Posted July 11, 2017 I've added you to the list @DeadMeatGF Regards, James Link to comment Share on other sites More sharing options...
samwoo Posted July 11, 2017 Share Posted July 11, 2017 3 hours ago, James Ainsworth said: I've added you to the list @DeadMeatGF Regards, James Me too! Thanks Link to comment Share on other sites More sharing options...
Dan Munns Posted July 11, 2017 Share Posted July 11, 2017 +1 to this Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 11, 2017 Share Posted July 11, 2017 @samwoo and @Dan Munns I've added you both 1 Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted September 13, 2017 Share Posted September 13, 2017 Hi @James Ainsworth Could you add me to this list too please...unless, of course, it's already happened and I'm missing something! thanks Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 13, 2017 Share Posted September 13, 2017 Hi @Paul Alexander I've added you to the list. This is soon to be worked on by our development team. I'll update the post once started. Regards, James 1 Link to comment Share on other sites More sharing options...
Darren KIng Posted October 11, 2017 Share Posted October 11, 2017 Hi @James Ainsworth, Any update on this please? Thanks, Darren Link to comment Share on other sites More sharing options...
lee mcdermott Posted October 11, 2017 Share Posted October 11, 2017 @James Ainsworth please add me to the list as well if necessary - would be a useful feature - it is a pain to take things off hold just to update to put back on hold. thanks lee Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 11, 2017 Share Posted October 11, 2017 Thanks for your posts. This requirement is in the developer's queue and hopefully work will commence soon. I'll let you know once it is underway or once we have an idea of when it will be available. Regards, James 1 Link to comment Share on other sites More sharing options...
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