special attention customers in service
Not sure if this is the right place, but hope so.
We have some customers that need special handling when sending support requests like we cannot do remote support with them or that they cannot share data etc.
Is there any way that we can do one or more of the following depending on company name/number
- color the rows in cases with a special color
- give a popu warning with a certain message
- anything else that would make it apparent that this customer needs special handling
Thanks you in advance
Alle Svar (5)
have you thought about to use SAINT for that? You can define a checkbox or something similar on the company card. Then you can define a status monitor which gives the contact card a special picture if this checkbox is filled or other criteria are met.
On the screendefinition in SERVICE for the ticket you can use the litte screw driver to edit the element profile and there you can add the defined SAINT status monitor.
After that the tiket screen gets the choosen picture as a watersign directly in the ticket header, when the criteria for the status monitor are met.
BR
Hi
I did manage to get this working, but it seems like it changes status and hence remove the flag/picture again.
I did the following
1. Created a checkbox field (UDEF) on company card
2. Setup a saint criteria for enabled checkbox to show the picture
3. I added this to Service
I then generated counters and the picture was shown both on company card and in the case in Service.
However, when I returned today, the picture was gone in CRM and Service.
Is there a way around regenerating the counters again and again because when I did that the picture showed up again.
Thanks in advance
Does the status change despite of the checkbox being left as checked?
If the checkbox is checked, it should keep showing the picture as the criteria still returns true. Running the counter regeneration should give the same result, no matter if you are running it manually, or it is running as a scheduled background process.
So i was wondering if there's something else that removes the check on the checkbox, making the SAINT criteria return false?
It might be a stupid question, but if the checkbox is deselected after you have added it, could it then maybe have something to do with a synchronization job (if you have any) that resets the field?
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