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This has been replaced by the 8.X In-tool Data Dictionary.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

 

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,

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

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?).

 

 

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

 

Scenario: 

 

We want supervisors, managers, etc. to have ability to reset RightNow passwords for their respective groups; however, granting them access to this area, grants them access to create, delete, modify accounts in the entire database.

 

Suggestion:

 

1.  Similar to how Analytics visibility is set up, allow administrators to restrict visibility to groups based on profile.

This way if we want Supervisor A to have only access to update accounts in Folder A, then those are the only accounts that they have access to.

 

2. At the very least, FULL ACCESS level account details under Accounts should not be accessible by profiles without full access privileges.

 

I find the rules creation not so easy especially the escalation part with its escalation chain rules (when, what).

 

suggestion:Can this be simplified like campaigns-a flowchart style with rules in boxes for actions. The then and else can be easily seen through the flowchart. Make the escalation process easy- when escalation takes place, no of escalations, what to do. enter a box for when , no fo escalations, what to do.

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 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.

I would love workspace rules to allow copying from one field to another. We have this issue where we have "dummy" fields on our enduser pages to gather first and last name which map to the contact fields only on account creation. We had to open a SOW to have this customized since there was no way to handle it via rules.

 

IF field X is NULL, replace with the contents of  custom field Y. 

 

We also cross-reference between custom fields so that we can have a common denominator for a "report abuse" funtion. It would be great to say:

 

IF field X is NULL, replace with values from field Y.

I am currently maintaining a rather ugly word document that has all of my custom field and menu configuration in it.  I would really like to be able to get a data dump of my custom field and menu configuration.  There are some custom field reports, but they don't go to this level of detail.  I really wish they did so instead of using my time to maintain a document, I could just pull the data right out of the system in a report-like format.  This would be very useful when analyzing system changes, providing info to business partners on what options are available for what fields, etc.

This relates to other templating concerns listed. We are adding a lot of custom fields to incidents to support multiple departments. The work of these departments typically do not overlap.

 

When an incident is forwarded, every incident custom field is listed with that incident; even though most do not apply to that department.

 

Ideally, we'd be able to determine what fields are forwarded by using a template; failing that, the option to suppress null values in forwarded incidents would be very useful.

The current software carries something of a legacy in the UI. There are different approaches to selecting items in different locations.

 

In Navigation sets for example, I can store these in a folder-within-folder tree; but when I allocate them to Profiles, I have to pick from a single list. To be able to tell which is which, I have to add a prefix indicating the folder name!

 

There are a number of places where the lists of folders or items do not auto-sort; that makes maintenance very difficult. This can happen in the Profile popup list (when changing the profile of a user) and always happens if you use the popup list for database field names in the analytics area. (This one is particularly painful - trying to find the right field for a comparison from an unordered list is painful!)

 

The legacy (and bizarre) tool that makes you perform keyhole surgery on lists is another major UI defect. If I set up a custom menu field with a list of 100 items, I have to enter them through a five line window - which is  extremely difficult. Then re-ordering them requires repeatedly clicking on those up/down arrows. In other parts of the product, large windows and drag/drop functionality are enabled.

 

I spend half my time fighting the interface because the UI is just not consistent.

 

Oh - and what's up with the message "You cannot move accounts while disabled are hidden"? At that point, you know I want to move the account, so if you need the disabled accounts to be visible, make them visible!

 

 

Allow ability to hide Service Level Agreements no longer in use out of the SLA table located under Service Configuration > Service Level Agreement

Issue

I'd like to perform routine changes to Product/Category lists based on our inbound query volumes over time (demote those not used, promote those which are).  Currently this can only be done live and the presentation of the data is not ideal when looking to review & reorganise.

 

Solution

I'd like to see a few improvements.  Firstly, in a large database, just one drag & drop change in these lists can render the whole system frozen for several minutes - not ideal when this is a business critical tool.  Instead maybe allow us to set a time/date for changes to be made before we begin the edit?  "When would you like the changes you are about to request to be made?".  This will allow out of hours changes to happen without me giving up my well-deserved sleep.

 

Secondly, why can't we export the product/category lists, for example into Excel?  I'd like to propose changes to management before making them (rather than surprising them!).  Also I just find it easier to visualise the lists on a spreadsheet of some sort.  I know this won't be easy when we have product/category linking switched on but again this is more reason to do this - it is currently difficult to review what categories/sub-categories appear within each product, it should be an easier task.

 

Anyone agree or have better suggestions?

 

Chris

An administrator (or even the agent's manager) should be able to log the agent out.

 

Currently, if you have 2 PCs - A & B, and if you're already logged in on PC A and if you try to login to RN from PC B, it will log you out from PC A.   Perhaps RN can use the same method to allow Managers/Admins to Log a person out.

 

Dmitry.