Posts

Posts

  • Jamie Watson
    Urgent routing should provide an option of whether to pull...3
    Idea posted September 4, 2018 by Jamie WatsonExplorer, tagged Field Service, Incident Management, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Urgent routing should provide an option of whether to pull tasks from Non-scheduled
    User Story / Description:

    We recently started using Urgent Routing and have found that it pulls tasks from the Non-scheduled pool of tasks. Our technicians refer tasks to Non-scheduled for multiple reasons, often because the task needs to be dispatched to another type of tech. Automatically re-routing the task to the same type of tech provides no benefit to us, and actually can cause us to miss the task since we don't get the chance to review it before it's routed to the wrong tech. We need the chance to change the skill and/or manually route the task to the proper tech.

    We're proposing that pulling tasks from non-scheduled should be an option to be decided by the company using the feature.

    Please reference ticket 180824-000087: Urgent Routing pulled task fron Non-Scheduled for more information regarding our situation.

  • Jelsiao
    Multiple analysts assigned to a case1
    Idea posted August 31, 2018 by JelsiaoJourneyer, tagged Agent Desktop, Incident Management in Discussion Forum > Idea Lab public
    Title:
    Multiple analysts assigned to a case
    User Story / Description:

    Ability to assign one case to multiple analysts in scenarios where a complicated case may have to be worked on by more than one agent.  A collaboration team may be assigned to work on a single case and it will be nice if they are all considered assigned to the case and will get all the updates from the customer.

  • Jelsiao
    Re-send a response1
    Idea posted August 31, 2018 by JelsiaoJourneyer, tagged Agent Desktop, Incident Management in Discussion Forum > Idea Lab public
    Title:
    Re-send a response
    User Story / Description:

     We'd like to request the ability to re-send a Response thread that's already been sent, including to a new / added e-mail.

  • Jelsiao
    Ability to save preferred text format in default1
    Idea posted August 31, 2018 by JelsiaoJourneyer, tagged Agent Desktop, Incident Management in Discussion Forum > Idea Lab public
    Title:
    Ability to save preferred text format in default
    User Story / Description:

    We would like the ability to save the preferred default text format in messages in either Rich Text or Plain Text. Currently, RNT keeps the method you last used. For example, your preferred format is always in Rich Text but if you had to revert to Plain Text for just one case, the next time you open a case and need to enter a case note, then the format should show your preferred default, which is Rich text.

  • Jelsiao
    Send on Save button to insert signature1
    Idea posted August 31, 2018 by JelsiaoJourneyer, tagged Agent Desktop, Incident Management in Discussion Forum > Idea Lab public
    Title:
    Send on Save button to insert signature
    User Story / Description:

    Currently, you can either include the signature or not in response thread. Problem with this is that if you have the include signature checked, then it is pre-populated whenever you add a response thread.

    We would like to instead only auto-populate the signature if the Send on Save button is checked because sometimes we use response thread to add case notes but have no intention to send via email (in sample instances when you copy and paste a response from outlook to the case thread.)

  • Jelsiao
    Open cases from history in sub-tab of one case
    Idea posted August 31, 2018 by JelsiaoJourneyer, tagged Agent Desktop, Incident Management in Discussion Forum > Idea Lab public
    Title:
    Open cases from history in sub-tab of one case
    User Story / Description:

    When opening a case from the case history within an already open case, it would be nice for the case to open in a sub-tab so it does not mix with the other cases you already have opened.

    The idea behind this is that you are opening a case from the case history related to the one you are working on so it would be great if the cases are all under that one case.

  • Jelsiao
    Improve formatting of bulleted items in messages1
    Idea posted August 31, 2018 by JelsiaoJourneyer, tagged Agent Desktop, Incident Management in Discussion Forum > Idea Lab public
    Title:
    Improve formatting of bulleted items in messages
    User Story / Description:

    In Messages, formatting could work better:
    When using bulleting - if you try to insert a bullet and then copy text from another app or document, when the text is pasted, the tab spacing is not friendly. In certain instances, you have to just re-type the text.

  • Jelsiao
    Exclude logos from signatures to be saved as attachments
    Idea posted August 31, 2018 by JelsiaoJourneyer, tagged Agent Desktop, Incident Management in Discussion Forum > Idea Lab public
    Title:
    Exclude logos from signatures to be saved as attachments
    User Story / Description:

    Customer logos, social media icons (twitter, linkedin, facebook, etc) from customer signatures are added as additional attachments and are in the attachment tab. When a customer does send an attachment related to the issue reported, opening all the attachments in the tab wastes time because you won't know which ones are just the icons so you end up opening all.

    Suggesting an option to have these icons and small image attachments be excluded from saving in the attachment tab.

  • Jelsiao
    Ability to cancel a save request1
    Idea posted August 31, 2018 by JelsiaoJourneyer, tagged Agent Desktop, Incident Management in Discussion Forum > Idea Lab public
    Title:
    Ability to cancel a save request
    User Story / Description:

    One of our analysts suggested that there should be an option to cancel a save request. So, if the circle is spinning, he can't cancel the save process in order to make a quick change prior to saving the record. Maybe it should prompt when you click Save, to make sure people really want to save. The prompt to confirm saving could be an option we can turn off in settings. Like in exiting the console, we can check the option to "Automatically sign out when last console is closed". We could have something like "Automatically save changes when save button is clicked." (If not checked, then there will be a prompt that asks "Do you want to save your changes?"

  • Yair Lahav
    Incident proposal to answer to not show custom object fields
    Idea posted August 26, 2018 by Yair LahavJourneyer, tagged Agent Desktop, Incident Management, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Incident proposal to answer to not show custom object fields
    User Story / Description:

    Hi,

    While custom fields have an option of being displayed or not when submitting an incident proposal to KB, CO fields do not have this functionality.

    I believe there should also be an option, to define per custom object field, if it should be apparent, or not, on the incident proposal notes.