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.

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.

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...

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

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.

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)

For many of our help desk sites we receive repeated requests for a parent-child incident relationship feature. Here's a scenario: an incident comes and the problem is identified, assigned, etc. Ten minutes later another incident comes in from a different contact reporting the same problem. This continues over the span of a few hours and you end up with 15 incidents submitted by different contacts but relates to the same issue. The idea is to identify one of these incidents as the "parent" and then file the others as "children" so that they're grouped together (assuming via a report on the incident workspace). When the incident is closed on the parent it closes the child incidents as well. Ideally it would be nice to have it set up where if the agent response is sent from the parent it also sends it from the children and the statuses change accordingly. Other config settings could also be tied into the relationship, e.g. status, disposition, etc.

 

I know this is possible because we currently pay Pro Services to set it up for us but from what I understand it's a pretty straightforward customization and therefore it would be great to have it available in general release.

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.

One of our main challenges when improving the user experience on the different workspaces is the fact that standard and custom fields do not offer much flexibility when setting those up.

 

We would like to see the following improvements:

•  
  • It should be possible/optional to report on field transactions, e.g. when did a field change to a different value and who submitted the change.
  • Unrestricted address fields. It should be possible to change the order of address details and when needed to add new address fields such as house number.
  • Add multi-level drop down menus such as the product or disposition fields.
  • Such as with the "Previous escalation level" condition rules, add "Previous standard/custom field value" to unlock more potential on the business rules base.

Also the maintenance of fields should be improved. A simple rename of a field (or moving it to a different folder) shouldn't have any impact on the database performance. We currently have to delete the field and re-create it to keep the performance impact to a minimum (RN 8.8 release).

 

Thanks for considering those suggestions.

Kind regards,

Karim Michael Hambach
TomTom Sales BV - Amsterdam

 

When you use the 'Email Incident Information' option in rules, it would be great to be able to use incident variables in the subject line.  For example, as the rule is triggered by an email, it would be nice to be able to put the Reference Number in the subject line.

Current state:

I can see if a file has been attached to an incident.  It does not mean that it was emailed to the customer.

 

We can send the attachment to the customer 2 ways:

1. Attach a file to the incident, then "check" it under attachment button

2. Just attach a file to the email without attaching it to the incident.

 

We train our CSRs to use #1 above, however, there is nothing in the Audit Log to indicate that a response that was sent contains an attachment.

 

Desired change:

We (RN users) should be able to see if the attachment was indeed sent to the recipient of the email, or if the agent that sent it simply forgot to "check" the box.

 

Also, we should be able to report on

• How many incidents have attachments.(incoming/outgoing)
• How many attachments were sent to customers

 

Impact:

Analytics: Our sales teams frequently sends customers a "Guide" that helps the customer choose which product they need.  If we could report on how many times a Guide A was sent vs Guide B, it would be extremely helpful.

How many of our incoming incidents have an attachment? - this would be an excellent data point.

 

Customer Support: Agent can see right away that an incident was sent to the customer without an attachment and resend it.

If we can report on attachments, we could also add it to the "view" so that looking at the list of incidents, i could see which ones have an attachments (just like i see them in Outlook)

 

Training:  if we see a trend - one agent keeps forgetting to "check" the box - it's a training opportunity for that agent.

 

 

Dmitry.

 

It would be great to have control over when the New and especially the  Updated answer tags appear. Currently any change to an answer such as fixing a typo, minor content, etc triggers the Updated flag. Instead it would be nice to control these flags much like you would with the answer notification feature where the content publisher can decide if the change to the answer warrants a flag.

In version 7, agents could use CTRL + F to search for a word within the incident thread for an incident that was currently open on the Incident Editor. We lost this ability in version 8. Now CTRL + F is a hotkey to forward the incident.

 

Our threads get really long sometimes, and our agents might need to find one piece of information buried somewhere in the thread. Being able to quickly search for a certain term would save our agents a lot of time and increase productivity.

 

We'd like to see the find text feature come back and have the ability to pull the feature up using hotkeys.

I know there is a thread about this on the Forums but nothing in the ideas lab.

 

Background:

 

Because not all of our departments are using the RightNow Incident Management component they have been known to forward emails to a RightNow based email address while copying in the original sender.

 

When this arrives into the system it creates an incident under the senders contact record.  However unless we go into the Message Header we cannot see who else this email was sent to (and thus are unable to "reply all".

 

We have also seen on some of our message headers that this information is truncated and we sometimes cannot see the Distribution List

 

Quesion/Idea:

 

Creation of Incident Component or Rules which automatically add the CC fields to the Incident

Each workspace rule only allows for a single 'trigger' or 'when' field, I have a group of 5 fields that I would like to be evaluated as a group.

 

Therefore I have to create 5 seperate rules where all the IF & THEN statements are identical, only the 'trigger' or 'when field changes'. Creating these manually is a labourious task.

 

Another scenario is when I want to test a rule change, but not modify the current working rule, again I have to re-create the rule from scratch.

 

It would be great if  next to the 'Add Rule', 'Edit Rule', & 'Delete Rule' buttons there was a Copy Rule button that creates a inactive copy of the currently highlighted rule.

 

 

Dear RNT,

 

Supporting multiple interfaces and multiple language skill agents is difficult in the current setup of the RightNow application as we cannot change language +skills (queues) as quickly as we want to.

 

Reasons:

 

• Staff<>queue management is mainly based around profiles. It is not possible to "quickly" override some agent queue settings therefore current multiple-language agents management is time-consuming and difficult to realize.
• Agents are required to either open different language interfaces at the same time (very cumbersome) or use different user accounts (one for UK, one for FR etc...)
• Working from one interface (e.g. UK) while servicing different language queues is not possible as responses sent out to customers do not send out all the message bases in the local language but only in the language of the interface from which the response has been sent from. Example: Writing a customer response to a french incident from the UK interface will show all response label/message bases in English instead of French.
• RN Feedback does not recognize which language survey (and messages bases) to choose if incidents are sent out from one single interface (e.g. if a Dutch agent responds from the Dutch interface to a German incident, a Dutch survey is sent out instead of a German survey).
• The multiple interfaces structure (backend) adds complexity to integrations with other tools.

 

 

So the current RN interface is not really compatible with international interface UI requirements and it could need some improvements.

 

What we would like to see is the following setup:

 

• Add a queue override setting on a staff account level (not profile level) where we can define an agent's language queues for a temporary amount of time. E.g. If Mike needs to be put not only on the UK queue but also on the German and French then we will 
• The queue override settings must have immediate effect so that the agents don't have to logout and back into RightNow
• The queue override settings should be able to expire after x-amount of time or immediately. The queue override settings then revert back to the profile queue settings.
• Working with one interface shouldn't affect the language of outgoing message bases or surveys.

 

We have cases (incidents, questions, whatever) that sometimes last for weeks or months, and the number of threads pile up pretty quickly.  When that happens, it is really hard for our support reps (agents) to scan through threads for a specific one they are looking for.  I would love to have a "+/-" on each thread and a "show all / hide all" content link at the top so that if I'm looking for a customer response from 9/1/09 @ 4:30 PM, instead of scrolling down through multiple threads, I can just collapse all and find the entry for that thread, then click the "+/-" to view the content.

 

It would be really cool to even have a filter at the top that says "view threads in this date range" where a user can input the range.

 

All of this should work with the existing "View" filter and "Sort" filter.

 

Dear RightNow:

 

I have multiple interfaces in which I have multiple account profiles and functions that RNT console users need to complete.

 

One of these tasks involves tagging content for categories and products.  

 

Currently, I have no way to limit which product and category choices are available for a particular workspace.

 

This is very inconvenient given that I don't have a separate value and display label available for products and categories.  

 

In the workspace, I would like to either:

 

1) (preferred) Hide products and categories from view with rules, similar to the way I can manipulate other menu fields.

2) have a separate label that is not visible to end users that I can use to order/label products and categories, or simply to be able to filter in the workspace the products and categories that pertain to the current interface.

 

Reading the knowledge base, it seems that a form of this functionality used to be available in the tool and is no longer available.  My users are confused and I need help

 

Related answer:

http://crm.rightnow.com/app/answers/detail/a_id/1755/

We get frequent comments from our agents that the CC and BCC feature within the Incident Console isn't very useful and/or user-friendly. All this does is provide a universal list of agents and distribution lists but you can't search the list, sort (except by the default of first name), add/remove people. More times than not the person being cc'd/bcc'd isn't an agent so then you have to go into your email program and grab their address if you don't know it from memory. And then if you type it in manually then you run the risk of creating a typo.
 
It would be great if agents could creat their own directory/address book and have this available when they click on the CC and BCC directory buttons. Management could also add a universal directory available to all agents but it's also important for agents to add their own and be able to search/sort when needed.