Dan Munns Posted October 21, 2016 Share Posted October 21, 2016 Hi all, I have added status changes into our new starter BPM but they don't seem to be working. The BPM should check to see if a call is marked as 'Emergency' or not (which it does) and then set the status as either 'New' or 'Emergency Request' but it doesn't and the calls status stays as 'Open' (Screenshot 1 & 2) Also I have noticed that when creating a new view that the custom statuses don't come up in the list so I am unable to create a view on calls only with these statuses. (Screenshot 3 & 4) Any ideas? Thanks Dan Link to comment Share on other sites More sharing options...
Guest Chaz Posted October 21, 2016 Share Posted October 21, 2016 @Dan Munns sadly this is not possible. The statuses are only held in a simple list so that we are able to present you with a drop down in the admin tool when configuring your business process. The only supported statuses right now are New, Open, On-Hold, Resolved, Closed and Cancelled. We do have an upcoming feature where you will be able to define your own sub statuses with the ability to choose whether that status pauses or resumes the timers against a request. Link to comment Share on other sites More sharing options...
Dan Munns Posted October 21, 2016 Author Share Posted October 21, 2016 Sorry @cchana what is not possible? Setting the calls status to something other than New, Open, On-Hold, Resolved, Closed and Cancelled or setting up a view? As it stands at the moment neither work but I can see no point in allowing the creation of custom statuses if we cant use them anywhere at all. Link to comment Share on other sites More sharing options...
Guest Chaz Posted October 21, 2016 Share Posted October 21, 2016 @Dan Munns neither is possible for anything other than the supported statuses right now. When we do the creation of sub statuses, we will be looking to add support throughout the product for them Link to comment Share on other sites More sharing options...
Dan Munns Posted October 21, 2016 Author Share Posted October 21, 2016 Ok. Can I also request then that if a simple list is there for the application only and we cant use if for anything that it is locked for editing in some way. Seems that lists we can edit yet do nothing just adds confusion. Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 21, 2016 Share Posted October 21, 2016 @Dan Munns I hope you don't mind me asking but I was wondering if you had considered having a priority called Emergency rather than using the status? Link to comment Share on other sites More sharing options...
Dan Munns Posted October 24, 2016 Author Share Posted October 24, 2016 Hi James, I will have a look at doing that for the moment. Thanks [EDIT] Ok so that wont work as there is no suspend - await service level node. As all our Emergency Requests are unique they all have differing SLAs. I usually auto assign Priority unless it is an Emergency Request in which case I use suspend - await Priority but if I use Emergency as a priority there is no way for me to select the SLA relevant to the ticket that I can see. Anyone help me out? Thanks Link to comment Share on other sites More sharing options...
Dan Munns Posted October 25, 2016 Author Share Posted October 25, 2016 Anybody have any ideas? Link to comment Share on other sites More sharing options...
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