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Tom Brewster
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Is it possible configure different statuses or categories that can be manually changed to reflect the current status of a call? Something along the lines of "New", "In Progress", "Pending Customer" and "Pending Vendor" would enable us to check the status of a call at a glance if its on hold?

In addition, i
s it possible to set the of a call in the Request List based upon it's priority? Newly updated calls are currently highlighted in yellow but it would be good to have something similar for high priority calls. Perhaps highlighting the call reference or priority fields for High priority calls and Major Incidents?

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@Tom Brewster

At the moment the you can only set/ use the predefined 'New' status  within Service Manager. There where some discussions a while back about the provision of custom status values, but not sure if this has progressed.

Also at the moment I do not believe it is possible to conditionally format the contents of the request list based on priority or other conditions, except for the hard coded standard colour scheme.

Both of these is something we would like to see as well, along with similar facilities to the coloured escalation arrows and conditions fields that where available in Support Works.

Cheers

Martyn

 

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Hi @Martyn Houghton

The functionality mentioned by cchana is for custom substates and not the conditional formatting.  The substates will allow additional statuses that work along side the existing New, Open, Resolved, Closed statuses.  This will provide an additional layer that will also allow configuration options to set if the substate will automatically put the request on hold or take is off hold.  They will also allow you to define Customer friendly terms for each substate which will be available on the Portals.

Regards,

James

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@James Ainsworth

In terms of the sub states, one thing to take into account is that when a call comes off hold it should return to is substate, i.e. it was Open with a substate of 'Escalated to Team Leader' that when it comes off hold it returns or retains is substate. In our mind we are trying to deal with more detailed status information and replace the supportworks condition field, whilst ensuring these details are present in the Request List fields and views, as well as usable to in the BPM for both setting and evaluating.

Cheers

Martyn

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  • 3 months later...

Hi,

Is it possible to have an update on the development status of this improvement at all? i've been chased for it by senior management and if possible would like to be able to advise a date this will be implemented...

Cheers,
Tom

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Hi Tom,

Thanks for your post.  This is still being worked on by our development team.  It is getting closer to completion and we may have an idea in the next couple of weeks to how soon it will be available.  I will update as soon as I have some news.

Regards,

James

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  • 1 month later...

Hi @Tom Brewster

You may have seen from the release notes from one of our recent Service Manager updates that we have now added the ability to create and manage what we are calling "sub-statuses".  

There are additional discussions about the sub-statuses in this post

There will be another update in about a weeks time to provide a bit more functionality to this new feature.  Documentation can be found here.

Regards,

James

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  • 2 weeks later...

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