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    [Delivered] Attachments after clicking Send on Save are not...
    Idea posted March 2, 2014 by anubhav singhJourneyer, last edited March 3, 2016 by eleepHero, tagged Agent Desktop, System Admin and Configuration 
    866 Views, 15 Comments
    Title:
    [Delivered] Attachments after clicking Send on Save are not added to conversation or as attachment to the case
    User Story / Description:

    Hello,
     

    When we click on Send on Save after attaching a document using a paper clip on Message tab, it sends the attachment in the email to the customer but does not get attached to the incident.

    Steps to reproduce:
    - Open Incident in RightNow
    - Click on Add -> Response under Message tab.
    - Type the response and select the attachment.
    - Select 'Send on Save' checkbox.
    - Click on Save

    Is there a way to attach the same attachment on the incident as well?

    Thanks,

    Comment

     

    • Kyle

      Unfortunately this has been requested several times over the years and I haven't found anyone from development who can explain a use case for why it's set up this way. Our agents comment that it's stupid to go through the Attachments tab when using the response window is more efficient, faster, and intuitive. Therefore it only makes sense to attach files automatically to the incident when this occurs.

      What also doesn't make sense is not having file attachments icon (paperclip) appear within the incident thread when they're sent. When I deliver agent/incident management training the entire file attachment topic is an exercise in futility and confusion for new agents.

    • Mig Ponce

      We are finding that this is a really big concern for us as well. If I can boost awareness of it by commenting here, then I will!  There's a similar Idea Lab thread at:  http://communities.rightnow.com/posts/e9cf3e21e3

      The current functionality is so clunky that agents cannot be realistically expected to follow it.

      I agree with the above comments-- it makes ZERO sense to not have response-window attachments included in the attachments tab. I get why the attachments tab is there-- to prevent attachments from being sent multiple times-- but it seems like a no-brainer that the flow should be this:

      1. Any attachments incoming from the customer get added to the attachments tab.
      2. An agent can send an attachment from the response window. When this happens, it should get added to the attachments tab.
      3. The response thread list should show which attachments were sent with which response.
      4. Attachments can be re-sent via checkbox (similar to current functionality) but they are unchecked by default.

      This behavior would be clean and easy and probably not too difficult to implement. 

    • Kyle

      And let's face it, with this sitting in the hopper for nearly 5 years, if this is going to be addressed then why not deliver it in the new, enhanced incident workspace that's coming (I believe later this month in the May2014 release). In fact, I can't see why this wouldn't be included b/c this feature was being requested long before the next gen workspace was in development. If people driving the product roadmap aren't taking into consideration what customers are requesting, voting for, and supporting via the Idea Lab then what's the reason for having the Lab to begin with?

    • Jamos Tan

      I would also like to join, not in the discussion ( because I totally agree on everything ) but as in moral support. Hopefully this subject will fire up a bit. We also experience with multiple customers that the wish for this functionality, or atleast an audit log, is present.

      Let's hope that somebody, somewhere, with the right kind of connections or network is reading this and has some kind of possibility of handling this case.

       

       

    • Kyle

      I have to admit, I'm not too impressed with the Enhanced console interface. It looks cleaner but a lot of the changes that customers have been asking for are still collecting dust here in the Idea Lab.

      • The entire Send on Save process needs to be removed and sending incident responses should be as intuitive as the Outlook interface in which the UI was designed to mimic. There have been Send buttons available in the ribbon for the past several releases so why does Send on Save still exist, except to confuse agents when it's time to attach files and cc/bcc responses? In the new, browser interface for agents the Send on Save feature is gone so why wasn't this removed from the Enhanced console?
      • When an attachment is sent via the response window it should attach itself to the incident. Why create unnecessary steps that forces the agent to go through the Attachments tab? Would you want to do this every time you sent an email?
      • Whenever an attachment is sent it should always show in the incident thread with the icon and number of attachments and not during the last time the incident was saved. Try delivering agent training and explaining it to new users. I love how the documentation states this but doesn't explain why it's designed this way: "You may be expecting the product to show you the following Icon with the number of Attachments that were sent for a particular response. However, this is not how the product is designed to work." If I were sending an email response, should I be required to save the email first before attaching a file so it's reflected in the sent message?
      • We've recently discovered an issue with the Enhanced console that causes contact fields to sporadically disappear on the incident workspace. Support is trying to figure out why so now we're back to using the basic console.
      • If you use Chat with the Enhanced console you no longer have the ability to automatically close the editor when the chat is terminated or automatically release chat after wrap-up. Again, no mention as to why.

      Let's face it, a more accurate description for enabling the Enhanced Console should be:

    • Cathy Switzer

      Adding my moral support too, current workflow process is inefficient.

    • Jens

      Thanks everyone for the comments. I agree that this would be a more logical, and faster, process than to first have to attach the file(s) to the incident. I hope we can address this at some point, but we will probably try to address the Idea Mig mentioned first. Once that is supported there might be less of a need for this idea since you can easily see the attachments sent.

      Regarding Kyle's comments on the Enhanced Console: it does contain many important features such as detachable tool windows, faster rendering of complex workspaces (no flickering!), easier editing of related records, type ahead search in menu fields, report search dialog enhancements, etc. In the August release we have added support for Incident Collaboration and soon more features will come, such as faster selection of menu and search field items, more tool window enhancements, and improved co-browse functionality.

      Kyle, we are working on your Send on Save request. As described here you can already remove the button, but that doesn't really solve your problem. Your next two bullets are covered by the other Idea mentioned. The contact field issue has been fixed in the August 2014 release and in May 2014 SP2, which is rolled out next week. I'll see if I can find someone that can comment on the chat question. If you have any further questions feel free to send me an email or create a new thread/idea, as we are very off-topic here already.

      Thanks,

      Jens Lundell
      Oracle Service Cloud

    • Kyle
      Jens said:

      Regarding Kyle's comments on the Enhanced Console: it does contain many important features such as detachable tool windows, faster rendering of complex workspaces (no flickering!), easier editing of related records, type ahead search in menu fields, report search dialog enhancements, etc. In the August release we have added support for Incident Collaboration and soon more features will come, such as faster selection of menu and search field items, more tool window enhancements, and improved co-browse functionality.

      Hey Jens, the point I was trying to make was that for many years the Send on Save feature has been the most complained about functionality within the incident response process (this was told to me by product management at a meeting earlier this year). I'd argue that the file attachment process is a close second. Both are dated, inefficient, illogical, and confusing processes. So the bigger question is why weren't these issues addressed when the incident console was "enhanced"? Send on Save has been removed from the browser UI for agents but the decision was made to still keep in in the client? That makes no sense.

      I think if product management placed themselves in the shoes of agents who work with incidents on a day-in/day-out basis they'd get a clear understanding about how the console/workspace should be fixed.

    • Jens

      Thanks for the feedback Kyle. As you may remember, removing the Send on Save button is already possible to do, but it doesn't help much. Instead, the feature you are looking for is to be able to set CC/BCC/attachments and then Save (not Send). This is discussed in detail here. The enhanced console provides a great platform for new features such as this, and we wanted to release it as soon as possible, instead of delaying it by including additional features. We are working on this now, and it is a priority for us.

      Jens Lundell
      Oracle Service Cloud

    • Kyle

      Thanks Jens, I can't wait for the day when sending a response (with file attachments, CC, etc.) is as easy and intuitive as sending an email reply. With the countless agents I've trained over the years it will save a massive amount of confusion and irritation with the console.

    • Sara Knetzger

      Hi Everyone,

      I just want to add in my support for this idea as well.  Having the option to track what attachments are sent with an email is very important to us.  I am very anxious to see this feature in a future release!

      Thanks so much!
      Sara

    • Jens

      Great idea - this is something we will be considering for a future release. Feel free to comment and vote if this is important to you.

      Jens Lundell
      Oracle Service Cloud

    • Jens

      Hello everyone, take a look at my recent comment for the http://communities.rightnow.com/posts/e9cf3e21e3 Idea and let me know what you think.

      Thanks.

      Jens Lundell
      Oracle Service Cloud

    • Meng Yong Choo

      Hi 

      Our team has the same concern too. Whenever a document is attached to the response, it does not indicate if the attachment has reached the contact within the thread. In fact, it shows the same indicating that the document is attached to the incident. Isn't this already indicated in the attachment tab?? We need to have indication when a a document is sent to the receiver.

      Thanks

      MengYong

    • Jens

      Hi all,

      This feature is Delivered in the November 2015 release of Oracle Service Cloud. The new functionality is described in this Idea: http://communities.rightnow.com/posts/e9cf3e21e3

      Jens Lundell
      Oracle Service Cloud