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TOPIC: Involving customers in requests

Involving customers in requests #1418

  • jmonesmith
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I believe that customer contacts can create up to 7 requests using the portal, but is there any way to include the customer representative in a request without having them create it? We have several processes that require customer approval throughout, and I would like to use a custom request to satisfy this requirement. Anyone have any ideas?
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Involving customers in requests #1419

  • Dkloepfer
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What about this idea?

Create a request that the customer could access from their Customer Portal. Link that request, possible through a FreeGUID link to the request that you need to have a Customer Approval on. The Customer may need to link manually to the request that needs the approval for (I will have to investigate if this is possible)

Use the Event Manager to take a field from the Customer Request and change a field on the Internal Request.

Your audit trail would be the Customer Portal request in Synergy.

I am doing this now with two internal requests where I do not want a person to be able to modify the value in a text field once it is in an Approved Status - but due to Entry Error that could Happen - We created a Specific Request to change the field via Event Manager.

Dave Kloepfer
www.synergyexpert.com
Dave Kloepfer
http://www.synergyexpert.com
dkloepfer@synergyexpert.com
[url=http://www.synergyexpert.com:2v9xq3t1]Tips, Tools & Manuals[/url]
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Involving customers in requests #1422

  • SLeete
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Unfortunately, customers can create workflow (if the 'create' security level is low enough), but they cannot be an active participant in workflow. In other words, they cannot approve, realize or process a request. Resellers or partners can realize or process a request in a partner portal, but they cannot approve the request.

However, there is a solution to your problem. You can use a field for the customer to approve a request or enter further information at any stage. It is important that the request field is set to be editable at the appropriate stage and that the edit drop down is set to 'everyone' or 'creator'. This would allow a customer to tick a yes/no field for approved, enter comments in remarks fields, make selections from other fields. Once they have edited the values they need to click 'save'. You can also set up Synergy to log the changes for a particular workflow field if you feel like you need that added verification.
Scott Leete
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Exact Software North America LLC

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scott.leete@exact.com
http://www.exact.com
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Involving customers in requests #1426

  • Dkloepfer
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With Scott's idea, you can use the Event Manager to notify a resource of the change in this field. When the customer has changed the status of the value - notify the Resource.
Dave Kloepfer
http://www.synergyexpert.com
dkloepfer@synergyexpert.com
[url=http://www.synergyexpert.com:2v9xq3t1]Tips, Tools & Manuals[/url]
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Involving customers in requests #1427

  • jmonesmith
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Thanks to both of you for your input. I appreciate it.
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