Adding Multiple Customers to a call

[Shamaila.Yousaf]

When I visited the Hornbill Roadshow last year it was confirm that multiple customers can be added to a call.

I have seen that we can add multiple assets and this is beneficial, it would be helpful to know how we add multiple customers to a call as when we add a multiple customer the first customer entered is replaced by the secondary.

 

Thanks for your co-operation.

[James Ainsworth]

Hi Shamaila,

Thanks for your post.  There is an option called Connections for each request.  The customer section should remain as the main contact for request, but you can add Connections for other customers that are interested or impacted by the issue.  

Here is a video that explains Connections.  Let us know if this is what you are looking for.

 

Regards,

 

James

[Shamaila.Yousaf]

@James Ainsworththanks for your prompt response. We have used the 'connections' feature already, but this was used when we had a known issue. So guessing this would be the best way forward.

The connections option would need us to send an email to the impacted or interested part so was in the hope that if multiple customers were selected at the logging of call process that all customers would be able to view the timeline via the self service portal.

Regards

[Ralf Peters]

Hi @James Ainsworth ,    in our BPM we automatically email the customer with the resolution when the ticket has been resolved , is there a way to automatically include  connections as well on resolve ?

 

Thanks

Ralf

 

 

 

 

[James Ainsworth]

Hi @Ralf Peters

We don't currently have a way to automatically include email notifications to connections on resolution.  I will investigate to see what options we have and look to submit a change proposal for this.

Regards,

James 

[Steven Boardman]

@Ralf Peters

Just an update on this, there is a business process action for automatically emailing connections of a request.  This is under the Request Connection Entity options not the Request Entity on the Automated Task BPM node.  In the example below you can see you can choose the connection type etc. 

Hope that helps

Steve

[Ralf Peters]

Hi @Steven Boardman ,  a little late reply .  If the connections are empty  will the request fail or just skip it ?

 

Thanks

Ralf

 

[Steven Boardman]

@Ralf Peters it will skip it kind of,  it does still step through the actual node, but if there are no connections then the process won't fail.  

Steve