Incident->Message->Send on Save.

 

When the Send on Save is marked on an incident and there is no e-mail address for the primary contact no error or warning occur.

Like to have a warning/error or possiblity to make a rule in the workspace.

Note: Not all of our contacts have a e-mail address due to import from a external system.

 

Best regards,

Chris van Es.

Bang & Olufsen.

For knowledgebase articles it is not uncommon to put images or even video on specific answers. Most of the articles we use have iamges associated to them. I think it would be great to have a document library specificly for images and/or videos that are displayed in KB Articles. In our industry, it isn't uncommon for our web site to be updated. When this happens, images need to be updated so the images are current and relevant. Many times, we'll get messages interally say "theres an out dated image on article... " Having a dedicated media library would help manage this workload.

 

In RightNow, there is already a library for uploading images used for the Analytics Console, I image this would be something similar to that.

 

A media library would allow all the images or video used to be hosted on the same server the KB articles are hosted and managed in the same tool. If hosting images is too much space, maybe this library could just capture the source ofthe image and generate a virtual library, displaying the URL where the image is actually hosted.

 

I imagine that a media library would have document control (who is allowed to upload files) and version control, so if an image is updated, it can replace the old file but there would still be access to all previous versions (like subversion or even sharepoint document libraries).

 

When an image is added to a KB article, the Media Library updates that item and records all articles that the image is displayed.

Dear RNT Team,

 

In 7.X, we had the opportunity to use the very handy RN database schema and relationships tool. 

 

http://community.rightnow.com/customer/documentation/7.x/supplemental/schema/schema.html

http://community.rightnow.com/customer/documentation/7.x/supplemental/70_crm_ERD.pdf

 

This has been replaced by the 8.X In-tool Data Dictionary. Although it is great to have such functionality embedded in the RN application, it is currently limited in its functionalities as we cannot see the big picture and the different relationships. So it often isn't enough for developers who need to understand the relationships between the different tables.

 

It would be nice to have either a higher level of detail within the data dictionary (as in the posted links above) or to offer this information through the documentation area of RN.

 

Or even better, it would be nice to have the same level of interactivity as in the data dictionary but on a schema level. So we would see the PDF schema (see link above), click on an table item which then highlights the related tables and displays more details.

 

Thanks in advance for considering such a feature.

 

Kind regards,

Karim Michael Hambach
TomTom Sales BV - Amsterdam

 

A discussion on this feature has developed in the forum. 

 

The initial description is:

if a incident was submitted and the user decided to submit another incident about the same problem.  I would like to be able to merge the incidents that submitted for the same problem.

 

Shawn

 Additional comments have been received independently around incident linking.  Incident linking is where incidents from multiple users are selected and a single response will be sent to all the users and the incidents are linking also for reporting purposes.

 

I would like to gather feedback on additional or prefered use cases, features not discussed above, and also relative prioritization of this against other items in the Idea Lab.

 

Thanks!

 

Doug

We would like to have the ability the require Products / Categories when creating and editing Answers (KBs) whether this is an option from the Answer Workspace Designer or as an option when setting up Products and Categories. While the message that is displayed when the Answer Status equals Public is beneficial it still allows the staff member to cancel out of this and still save the KB with no Product or Category, which then causes issues with searching on the End User pages. We would like to avoid the additional incidents that are being submitted due to this issue.

Currently, RN does not give us an option to specify logging levels in Audit Log.

 

It would be much more useful if the admins can specify which field(s) changes to log in the workspace designer. They are then shown in "What" section. (e.g. status changed from "In Progress" to "On Hold" in Incident). Currently we only see simple details in "What" section (e.g. Edited, Changed Status, Assigned etc). In many cases, business requirements demand more detailed level of logging on certain fields.

 

I suggest that RN provides the funtionality for admins to specify fields to be audited (to x number of fields maximum). The x  limit ensures that the log does not become too massive and we have control of monitoring only the fields we require.

 

Thanks in advance for looking into this,

Does anyone see the benefit for giving the agent the ability to send a reply back to the contact with HTML formatting instead of plain text? Personally I'd like to use bold, italics, bulleted/numbered lists, and other types of formatting commonly found in an email client. I would even go one step further and allow for inline images to be dropped in, much like the functionality here within the Lithium forum.

At present there is no log for administrators changes(who, when, description of changes such as:

- changes to staff accounts(who created, who edited)

-rule logs changes(when changes were made , by who, what changes)

-Custom Fields(who created, when)

It is good to have this

New functionality allows RightNow to lock the account of a user who has been idle for a certain amount of thime.  This does not log them out of the system, but requires the user to enter their password again to continue.

 

We are aware of some users who lock their desktops at the end of the day and go home, leaving all applications logged in.  This uses a valuable concurrent log in slot...

This idea has been around for awhile and I'm guessing we'll get closer to it now that CP is emerging. When discussing it with RightNow we refer to it as "dynamic forms". Think of it this way... you're at the Ask a Question page and the first field at the top is the product (or category). Based on the product that's selected the entire form can change. You can literally custom capture unique incident information based on that product. For instance, let's say you're an IT help desk and your topics (products) include Hardware, Software, Networking Issues, Email, etc. If the end-user selects Hardware then the form changes and includes fields about the type of peripheral device, serial number, warranty info, etc. If it's a software issue then the form contains fields about the software title, version, license number, etc. Networking Issues may include questions/fields about connection speed, type, firewall enabled, etc. There are endless uses for this type of functionality especially when you factor in what you could do with the analytics behind it.

 

Again, I'm hoping we're closer to seeing this feature within CP but that would be under the caveat that it's generally available and can be configured via a menu system rather than having to dive in and massage the code.

It seems 4 releases per year is a bit agressive in rooting out all bugs associated with a release.  I would suggest reducing the number and doing more regression and QA testings between versions.

 

 

Currently, when an incident is being edited,  it is not locked.

 

Suggest:

Lock incidents when being edited, so that other users are unable to edit till current editing is completed and saved.

We run a lot of reports, very often small ones just to grab a bit of data.  When a report has been run, and the results are displayed in the Analytics console, it would save a great deal of time if we could select, copy and paste these basic tables of results straight from there.  Having to always export to Excel, just so we can copy and paste the results from there into another Excel sheet, seems unnecessary (it's something I spend a LOT of time doing).

 

 

[Edited to include less hyperbole - that part is not constructive ]

 

Concept:  I think everyone knows that I'm a RightNow Enthusiast, but I have to say the editor used to create and edit Answers is the bane of my existenace.

 

• The spacing is often off
• The font/style type sometimes doesn't match what you ask it to
• The numbering and bulleting doesn't space properly - specifically if changing back and forth between the two
• If you insert an image between numbering to highlight a point, the numbering always starts from 1 again
• Inserting images is a multi-step process, depending on where you are storing the images

 

So, a few suggestions for updating:

 

• Allow pasting in images and text all at once, and let the applications parse out the images and store them (charge me for storage, I'll pay extra).
• Convert from Word and PDF - yes, its hard, but our lives would be so much better with this feature.  Add a button like 'Import from File', and allow us to select file formats that you've figured out how to convert.  Don't convert word into the silly mso style html, but really convert it .
• Update to a better Rich Text Formating system to resolve issues mentioned above, with spacing/numbering, etc.

With all these new 'ideas' for improvements and changes coming out, I want to make sure that RightNow's employees know that the RightNow customer base appreciates all of the hard work that goes into even the smallest update/tweak/fix.  The product is already a great solution which has made many of our lives easier, and has and will continue to improve our relationships with our customers.

 

So, to make sure this doesn't get lost in the mix, "Keep up the good work - you're appreciated!".

 

~Chris

Many of our console users have multiple roles, and it would be very helpful for them to be able to switch account profiles without asking to be reassigned to another account profile or utilizing multiple console accounts.

 

Use case: "Administrator" needs to test as a "Knowledge Base Author"

 

What happens today: "Administrator" sets him or herself up as a Knowledge Base Author profile temporarily for the purposes of testing, then switches back to Administrator profile.

 

What should happen: If "Administrator" has the rights to logon as a different profile, provide a drop down list of roles/profiles at login time.  Also offer the ability to switch profiles during a session (either to spawn a new console session or to change the context of the current session)

Concept:  Allow Pick Lists and Hierarchy Structures to be custom field types.

 

The reasoning behind Pick Lists (which are menu's that allow you to select multiple items) is that often choices are not Mutually Exclusive.  For example, we use custom fields to control which interfaces out KB content should be available too; instead of having 5 yes/no custom fields for each interface, it would be great to have 1 custom field that we could simply check off the interfaces the content should be available too.

 

The reasoning behind the Hierarchy Structures (similar to products/categories) is to provide more granular detail on selections.  For example, if we want to use dispositions as a general concept of what general activity was used to resolve the issue, our product team still wants to know the specific issue that caused the problem; so having a very granular hierarchy selection to further define what bug/issue the incident was related to would be very helpful.  A second example - our tickets are escalated often to different departments, but the initial Customer Service person is still 'responsible' for the ticket.  We have an 'Owner' field, but it is a single manually controlled drop down menu that gets very long, as it contains all of the names of people who could be 'Ticket Owners'.  Being able to replicate the 'Assigned' drop down menu with a 'Group/Staff Account' like structure would make for much better usage.

 

~Chris

I would love to be able to move users without having to show permanently disabled users. If showing disabled users must be enabled can these user be highlighted differently (red dot beside the name?).

 

 

I think it would be a nice addition for staff to have the ability to talk to each other through the agent desktop. The IM could allow agents to send each other answer links as well as asking for assistance on an incident.