Changing the Self Service resolution area

[samwoo]

Hello,

For the Self Service Portal, is it possible to...

1. Change the wording of the Resolution Text (shown between blue brackets)
2. Remove the rating bit
3. Remove the "It's working!" button
4. Rename the "It's still broken" button

If we can fix this, it will prevent customer confusion and prevent issues with the way we currently do things.

Thanks,

Samuel

[Guest Chaz]

@samwoo You can change the text using the following application translation strings in the admin tool:
 

• guest.com.hornbill.servicemanager.portals.[PORTAL].home.requestView.details.resolve.completed (bit in blue brackets)
• guest.com.hornbill.servicemanager.portals.[PORTAL].home.requestView.details.resolve.working (It's working)
• guest.com.hornbill.servicemanager.portals.[PORTAL].home.requestView.details.resolve.working (It's still broken)

Replace [PORTAL] with 'servicePortal' or 'portal' depending on whether you're supporting internal or external customers respectively. 

In version 2.32 of Service Manager, you will be able to remove the star rating as a setting against each Service with the ability to also ask for any feedback you would like.

 

[Martyn Houghton]

@samwoo 

 

We have raised the issue about disabling the ability for customer to re-open their calls, on the basis that the workflow cannot currently cope with the re-opening of a request.

In terms of the 'Its Working!' button this would this not need to be changed to just 'Close' as this would still need to be present in order to submit their comments?

Ironically on the rating side we have the opposite requirement and want the customer to rate the incidents, but have not been promoting it with our customers due to the 'It's still broken'/Reopen action being present.

In short I think all these options should be configurable within the applications settings, with separate sets for the customer and service portals, as I am sure we all have different combinations we will want to use.

Cheers

Martyn

 

[Martyn Houghton]

@cchana

 

Will 2.32 also have the ability to turn off the option for the re-open incidents?

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

Thanks for your posts.  You are right that all these options should be configurable and this is the direction that we are working in.  As cchana mentioned there has been some enhancements to the customer feedback to allow for the star rating to be enabled/disabled and in addition you will be able to enable or disable the adding of some additional questions as part of your feedback.

The change proposal for providing settings to enable or disable the re-opening of incidents by a customer has been raised but it will not be ready for 2.32.

Regards,

James

[Martyn Houghton]

James

Thanks for the update. Is there any plans to enable the BPM Workflow to copy with the re-opening of requests as well?

Cheers

Martyn

[Martyn Houghton]

Just to confirm the 'Its still broken' text is  guest.com.hornbill.servicemanager.portals.portal.home.requestView.details.resolve.broken

Cheers

Martyn

[Ryan]

Yes, that is the right translation string for the customer portal:

guest.com.hornbill.servicemanager.portals.portal.home.requestView.details.resolve.broken

For the Service Portal, you need the following translation string:

guest.com.hornbill.servicemanager.portals.servicePortal.home.requestView.details.resolve.broken

 

[Ria]

@James Ainsworth I know this is an old post, but do you know if these settings (to amend the text on the portal when closing or re-opening a ticket) is still available. I've looked all through the settings and can't find these options??

Thanks

Ria

[Victor]

@Ria - the settings you mentioned are still available but they are not actually settings, they are translations. Therefore they will be located in translations area in SM section in admin tool.

 

Translation strings for Customer Portal (used by your external contacts)

For the closing button on customer portal (It's working) this is the translation string: guest.com.hornbill.servicemanager.portals.portal.home.requestView.details.resolve.working

For the reopen button on customer portal (It's still broken) this is the translation string: guest.com.hornbill.servicemanager.portals.portal.home.requestView.details.resolve.broken

 

Translation strings for Service Portal (used by your internal users)

For the closing button on service portal (It's working) this is the translation string: guest.com.hornbill.servicemanager.portals.servicePortal.home.requestView.details.resolve.working

For the reopen button on service portal (It's still broken) this is the translation string: guest.com.hornbill.servicemanager.portals.servicePortal.home.requestView.details.resolve.broken

[Ria]

Thank you @Victor 

[HGrigsby]

@Victor - so glad I found this but do I need a special role to be able to change the text?

Though I found the translations I don't seem to be able to edit them.

I just want to get rid of the option for a user to re-open a ticket or at least change the wording to discourage it!

Helen 

[Victor]

10 minutes ago, HGrigsby said:

do I need a special role to be able to change the text?

Not that I know of... You should be able to click on the text, like here:

which should open a translation window like this:

[HGrigsby]

Thanks again Victor!