Guest Paul Alexander Posted August 24, 2017 Share Posted August 24, 2017 Hello Is there a way for 'someone' to be notified when some feedback is received for a particular service? thanks Link to comment Share on other sites More sharing options...
Guest Posted August 25, 2017 Share Posted August 25, 2017 @Paul Alexander By service do you mean a Service Manager service, for example, Desktop Support or do you mean how an analyst handled a ticket that is now resolved and the customer has provided some feedback on the ticket handling? I was just hoping for some clarification before I can come up with an answer. Regards Pamela Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted August 25, 2017 Share Posted August 25, 2017 Hi Pamela I mean per service as in Desktop Support service. So, if a request which is associated with that service receives feedback, the Service Desk manager could be notified.... Hope that's clearer! thanks Link to comment Share on other sites More sharing options...
Guest Posted August 25, 2017 Share Posted August 25, 2017 @Paul Alexander I have investigated this one and the current functionality does not allow one to send a notification to Management once feedback on a request has been provided. Alternatively, since the customer feedback is visible from the request, you could set up a report that you can run daily to enable you to review the feedback that has been left. In a situation like this where Hornbill does not have the current functionality you are requesting, we find it useful to know why you might require a certain feature so that the Product Owners are aware of your business requirement. Thanks Pamela Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted August 25, 2017 Share Posted August 25, 2017 Hi @Pamela The reason I'm asking for this is that we have a process which is quite along! It involves setting up a construction site which can evolve over a period of at least a couple of months (there is the initial setup, training, installation of kit etc...) and we'd like to use the feedback feature to ask for opinions on what went right, what went wrong etc with any particular request or part of the process. We have a LOT of these calls, and keeping track of them can be difficult. So what we'd like is, when the site is set up and the call is resolved (or closed) we ask for feedback. Once that feedback is returned we'd like to be told about it so we can then collate the answers and update our processes accordingly. I understand that we COULD run a report, but we think it would be 'nicer' if we could be updated as soon as that feedback is received. Maybe a 'suspend awaiting feedback' item in the BPM would work? When that's triggered, we could use an email node to send the service manager a notification, and then the call can complete. Hope that helps thanks Paul Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 25, 2017 Share Posted August 25, 2017 Hi Paul, I will look into the options for providing a Suspend and Wait for Feedback operation. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 25, 2017 Share Posted August 25, 2017 @James Ainsworth We would also be interested in this as an option as well. I presume the node would have to expire based on the value set in the service feedback expiry days? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 25, 2017 Share Posted August 25, 2017 @Martyn Houghton You are most definitely right about the expiry. I've already made a note about this in the change request. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 23, 2019 Share Posted July 23, 2019 @James Ainsworth Is there any update on this enhancement? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 23, 2019 Share Posted July 23, 2019 Hi Martyn, We have just completed some work on a a new BPM node for Suspend and Wait for Feedback. This is still being prepared for release and should be available over the next few weeks. Hope this helps. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 23, 2019 Share Posted August 23, 2019 @James Ainsworth Is there any update on the release timescale for this? Cheers Martyn Link to comment Share on other sites More sharing options...
Clive Broad Posted August 23, 2019 Share Posted August 23, 2019 @James Ainsworth - as an aside to this is there any way to determine if a customer has received a feedback request in the last 'n' days and, if they have to not send a new feedback request? Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 27, 2019 Share Posted August 27, 2019 Hi Clive, I do have a change which was raised on the back of your post shown below for what I believe is the same requirement as you posted here. Let me know if I'm mistaken. Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 29, 2019 Share Posted August 29, 2019 A new BPM node to Suspend and Wait for Feedback is now available in Service Manager. Documentation can be found here. Link to comment Share on other sites More sharing options...
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