1

Fixing Arabic Translation for Timers

The Arabic translation for the minutes part in the timer needs to be 'د' instead of 'ش'

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Category: Case Management (10)

STATUS DETAILS
Declined
1

Ad-Hoc Bank Holiday Process

A fringe case, but UK bank holidays created with limited notice (Queens funeral), demonstrate an inflexibility for recalculating SLA's and workflows.


While these normally happen with some notice, there is precedence for ad hoc holidays being introduced. Kings Coronation, any ...

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Category: Case Management (10)

STATUS DETAILS
Needs Votes
3

SLA's impacted by change of working calendar - EG new UK bank holidays

Following a new UK bank holiday introduced at short notice there should be an ability introduced that allows an update to non working days that recalculates in flight SLA's.

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Category: Case Management (10)

STATUS DETAILS
Declined
1

Multiple SLAs in same entity incident

Hi all,

 

 

But on entity SLAs, there is just one defaulted anIn my organization we have 100 networks, and some od those networks have different SLAs with specific SLA items on same entity incident.d unique SLA which is applied.

 

If your remov...

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Category: Case Management (10)

STATUS DETAILS
Declined
8

Time until Case resolved

When working with a client who uses Customer Service we can use the Out of the box functionality to measure how long it took to do certain things with a case through SLAs. What we found out that you can not measure, is the total worktime from SLA expiration to Case resolved. Meaning that we can't...

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1 Comments

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Category: Case Management (10)

STATUS DETAILS
Declined
2

SLA - Extra time

Many companies internal processes allow 'extra time' on-top of an SLA if a specific event occurs (for instance, a customer doesn't answer the phone). The company wishes to report on this SLA as been granted extra time, but not failed. Grant customer service managers the ability to extend an SLA ...

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Category: Case Management (10)

STATUS DETAILS
Declined
11

SLA should be measured in working hours and not include off work hours as well

Currently SLA cannot be set up to only look at working hours but also off work hours need to be added to prevent cases from being escalated too soon. As a result especially for reporting the figures get quite confusing as they don't show the actual (working) time spent on the case but the total t...

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1 Comments

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Category: Case Management (10)

STATUS DETAILS
Declined
1

Duration field

To use a field in the SLA which will calculate the time in hours we created a field of type "duration" . We tested creating a Duration field on the support instance and it shows the number correctly however the label shows "minutes", we found that the label is wrong but the calculation is correct.

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Category: Case Management (10)

STATUS DETAILS
Declined
2

Ability to Display SLA Countdown on Case Grid

Introduce the ability to display the SLA countdown on a case home/sub grid to easily track when cases are about to exceed their SLA time without having to navigate into each case record and look.

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Category: Case Management (10)

STATUS DETAILS
Completed
2

SLA support on UCI yet

Please find the steps to reproduce below 1. Open an existing case or create a new case in the Unified interface. 2. Manually assign a SLA to the case. 3. Save the case. 4. Click the SLA selected in Step 2 to open the SLA record. 5. You will receive a script error. We have been told by Microsof...

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Category: Case Management (10)

STATUS DETAILS
Declined