FTF - Quick Closures - Reporting

[yelyah.nodrog]

On all of our calls we have a drop down option for "Is this a first time fix" Yes/No

I have Created a quick logging BPM and Pro cap for password unlocks. - For this it will Always be a first time fix if they are using the quick logging incident.

Is there a way to force the process to pick up that its a first time fix (always yes) without the Pro cap having to have a yes no option - as it slows down the password reset process having this option - However we need it to still be recorded as a first time fix for our statistics.

I'm not sure if I can explain it any better, but basically we want all calls logged under Password unlock to register as First time Fix "Yes" without the analyst having to select this?

Hayley.

[Steven Boardman]

Hi @yelyah.nodrog

Is your Is this a first time fix question a custom field on a request form? not a question in Progressive Capture?

If so in your Password unlock business process, you could use the Automated task > Requests > Update Request > Custom Fields and pre-populate the relevant custom field with your Yes value - obviously you would need to check which custom field is being used for this question on your forms 

This way the analysts won't have to set the value, it will be populated based on this business process being linked to that type of request.

Hope that helps

Steve

 

[yelyah.nodrog]

Hey, Thanks for this, I have it down as h_custom_p - this appears to have worked - is there a way to populate it so it shows in the questions section of the ticket? or in the details bit?

so...here

or here

Also working on this process is there a way to log a call to a specific customer every time without the analyst having to select he customer?

[Steven Boardman]

Does the existing drop down field not show in the details section already?  looking at your original post you mentioned you had the is this a first time fix drop down question on all your calls?  or is that a progressive capture question?

If it is a request custom field only it can't show in the questions section unless it was asked as a question during the Progressive Capture process.

You could go down a different route in the logging process if you were using a custom form for gathering any of the required info in your progressive capture? - if you had other questions on such a form - such as shown above 'Was the AD password been successfully reset', you could add one more and map the answer to this question to your h_custom_p field by putting this value in the field id, and then use a label of FTF in the label field so this also shows in the questions section ( not editable)

If you untick - This field will be visible on the form, then the analysts would not be prompted to answer this when on the custom form in your progressive capture, and if you set the Default Value to Yes 

as shown below this would:

* write the value to h_custom_p

* Show in the questions section

* Not require the analysts to answer this question

The caveat being it would need you to use a custom form in progressive capture which may defeat the time saving which you were after?

Wiki info on mapping custom form questions - https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms

I am not sure we can pre-set a specific customer in the process, would this not change each time and the analysts would need to record this depending on who they are resetting the password for? for both reporting and also for the individual customers to have a record / access to their password reset requests via the portals etc?