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TSA - Prompting for requalification
#1
We have currently setup TSA and we are running into a bit of an issue with categorization.
We have 2 mail boxes and the default categories for the two are "Incoming email BNG" & "Incoming email France", eventhough the servicedesk employees are instructed to change the category upon pickup, they often forget.
Now I can put an extra step in the workflow with a questionnaire, with a required prompt to have them change the category (see attachment).
This is an extra step, that we don't want in the workflow. We'd like to have the questionnaire pop-up as soon Servicedesk employees pick up the ticket, so before solving/escalating.
Does someone have a solution for this & willing to share it?

Jim Koene
Pierre & Vacances Centerparcs
jim.koene@groupepvcp.com

#2
(06-19-2019, 03:00 AM)JKoene Wrote: We have currently setup TSA and we are running into a bit of an issue with categorization.
We have 2 mail boxes and the default categories for the two are "Incoming email BNG" & "Incoming email France", eventhough the servicedesk employees are instructed to change the category upon pickup, they often forget.
Now I can put an extra step in the workflow with a questionnaire, with a required prompt to have them change the category (see attachment).
This is an extra step, that we don't want in the workflow. We'd like to have the questionnaire pop-up as soon Servicedesk employees pick up the ticket, so before solving/escalating.
Does someone have a solution for this & willing to share it?

Hello,
You can use two solution:
1/ In the TSA workflow, replace "Processing Operation" by "Closing Operation" (or add "Closing Operation" in the first step of your workflow)

2/ Edit the action form "Requalication" and deletes all buttons except "requalification"

P.ABBE
ABBE Philippe, proud to be a member of EV CONNECT FORUM since Nov 2015.

#3
Thank you for the suggestion, will give it a try.
Jim Koene
Pierre & Vacances Centerparcs
jim.koene@groupepvcp.com






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