Lyonel Posted January 18, 2017 Posted January 18, 2017 Hi, Quick question: is it possible to hard code a contact when a certain condition is met with service levels? At the moment, it seems we can only pick the request's owner or its manager. In our case, this is a major problem for response SLA because the request rarely assigned to a person when it breaches (or is about to). Any ideas? Can I hard code the name in the database directly? Thanks, Lyonel
Victor Posted January 18, 2017 Posted January 18, 2017 Pretty sure is not possible as the flowcode will look for these variables (i.e. "owner", "owner manger") and translate them into values. Current code would not know to handle a value (such as an email address) directly... However quite a valid point and a useful addition to this area, we could use this as well in our support process
Lyonel Posted January 18, 2017 Author Posted January 18, 2017 Thanks @Victor for the response. Any chance you could raise it to the product owner?
Victor Posted January 18, 2017 Posted January 18, 2017 I mentioned them in our internal conversation, they should also post some feedback here. 1
James Ainsworth Posted January 18, 2017 Posted January 18, 2017 Hi Lyonel, Thanks for your post. I believe that you may have spoken with one of our Product Specialist in December regarding this. Just to let you know, we did raise a change proposal as a result and have you listed on that change. We will keep you posted on the progress. Regards, James
James Ainsworth Posted November 16, 2018 Posted November 16, 2018 Hi @Lyonel I was just reviewing this post and I wanted to make sure that you were aware that the requirements mentioned here have been provide. Your original requirement was to be able to hard code a particular recipient. This can be done by selecting the Specified Recipients option and entering a specific user to send an email notification to. Regards, James 1
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