Posts

Posts

  • MikeP
    [Under Consideration] Keep your nose out of other peoples...1523
    Idea posted June 18, 2009 by MikePInnovator, tagged Customer Portal, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Under Consideration] Keep your nose out of other peoples business! (restrict interface access by org or contact)
    User Story / Description:

    We need to be able to restrict interface access by Org or Contact.  We have 3 (and soon possibly 5) interfaces.  There is no way to keep someone with a log on to one interface from accessing another interface.

     

    Scenario:

     

    Jon (contact at MegaCorp) can log into interface 1, ask questions and view Answers.  He can also log into the Consulting only interface 2 and see things he should not like a custom menu on the Ask A Question page with a list of all of our customer orgs.  He can also log in to the HelpDesk, Interface 3, which is for Employees to communicate with IT.  They could Ask a Question of our Internal IT department which is totally inappropriate.

     

    Just want to keep the keep the foxes out of the hen houses and the hens out of the garden.

     

  • MikeP
    [Delivered] Out-of-Office2223
    Idea posted June 18, 2009 by MikePInnovator, tagged System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Delivered] Out-of-Office
    User Story / Description:

    When incidents typically last more than a few days and can last weeks or even months it is important to be able to reroute updated incidents for CSRs who are out of the office.

     

    One possible solution would be to have an out of the office checkbox that a CSR could set in their profile.  Incident business rules could check to see if the Assigned CSRs out of office flag was set and take an action based on that condition. 

     

    The danger I see here is the possibility of a circular rule set.  If Lou is out of office assign to Pete.  If Pete is out of office assign to Lou.

  • MikeP
    [Delivered] Custom Mail Templates for Service1324
    Idea posted June 18, 2009 by MikePInnovator, tagged Incident Management, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Delivered] Custom Mail Templates for Service
    User Story / Description:

    We have a variety of admin and end user personae that may get notified when an incident is created or updated.  It is important that we be able to vary the email content sent based on these personas.   One option would be to allow a business rule to choose a report who's content would be sent as the email.  Reports can be configured to look like incidents or spreadsheets. 

    Scenario: 

    Jon (user at MegaCorp with a Platinum SLA) updates a priority one incident for a new software product.   The user receives an auto response email based on their SLA.

    Different messages go out to different personas:

    Lou (the 'on-call' CSR) gets two email notifications.

      Full detail with a screenpop URL for quick loading of the incident

      Tiny (iPhone friendly) email notification with the latest thread(s) at the very top of the message.  It contains a URL to the admin WAP interface.

    Jill and Bob (coworkers of Jon at MegaCorp) who are on the contacts list for this incident receive an email similar to the current email response but starts with "You are receiving this email because you are listed on incident that was updated by your colleague. If you don't want to receive any more updates on this incident click here to unsubscribe from this incident."  (This scenario assumes functionality that does not exist today.)

    Kevin (account manager handling the MegaCorp account) receives an email similar to the Admin Notification email including Notes.  It starts "You are receiving this email because one of your Platinum customers has updated a Priority 1 incident."  This email would include a list of contacts on this incident along with their phone numbers.  It would also contain a list of all Open incidents,  and all P1 incident in the last month for this client.

    Elizabeth and Steve (Engineering Project Managers) would receive an email similar to the Admin Notification email including Notes.  It starts "You are receiving this email because a customer has updated an incident on one of your new software releases.

    ...and so on.  The list of possible variations is endless.

    I would settle for template files as long as they were easy to edit and you could select the template you wanted for each business rule.

    I encourage others to add their own scenarios here.