Difference between revisions of "Customer"

Revision as of 22:34, 11 January 2024

This document can now be found at its new location in the Hornbill Document Library.

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-__NOTOC__[[Main Page|Home]] > Service Manager
+This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/customer-action/ Hornbill Document Library].
-[[File:Assign_Analyst_Status.png|right|400px]]
-== Introduction ==
-The Customer Action allows a user to assign a customer to a request, or change who the customer of the request is.
+[[file:hornbill-document-library.png|Customer Action|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/customer-action/]]
+<!--
-=== Available Teams ===
+<div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;">
+__NOTOC__[[Main Page|Home]] > [[Service Manager]] > Customer Action Item
+</div>
+{|style="width: 100%"
+|- valign="top"
+|style="width:73%"|
+==Introduction==
+The Customer Action allows a user to assign a customer to a request, or change who the customer of the request is.
-When viewing the teams which you can assign the request too, the drop down will only display the teams which support the Service which the request has been logged against. Read more about Supporting teams '''[[Service_Support_Teams|here]]'''
+In many scenarios the customer will have been initially populated when the request was raised through progressive capture.
+|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|
-=== Analysts Presence and Availability ===
+== Related Articles ==
+:* [[Service_Manager_Business_Process_Workflow#Access_Control|Access Control]]
+|}
+[[File:CustomerActionBar.png|right|400px]]
-When deciding which analyst to assign the request too, you  can view both the analyst's presence and their availability.
-=== Presence ===
+===Changing Customer===
-These settings indicate if the analyst is online, online via the mobile app or offline. The following describes each of the visual prompts.
+Using the search subscriber option, you can elect to search both the co-workers and contact's to find the user which you wish to change the customer too, the default position is to search both.  Once a user has been added, you can update the customer of the request using the '''Change Customer''' button.
+* The timeline of the request will be updated to reflect the change in customer
-* Online (Green Circle) - The analyst is logged into the user app and has been active in the last 15 minutes
-* Inactive (Golden Circle) - The analyst is logged in but has not been active in the last 15 minutes
-* Offline (Hollow Circle) - The analyst is not logged into the user or mobile app
-* Mobile Image - The analyst is logged into the mobile app
-=== Availability ===
-The analysts have the ability to set their own status from their Profile and account settings, an availability setting is always required and can be set as '''Available''' or other options including, '''In A Meeting''', '''Do Not Disturb''', or '''On Holiday''' as examples.
-* If the analysts availability is set to anything other than '''Available''' the current availability status will be displayed against the analyst in the drop down list.
-* If a supporting message has been provided by the analyst to support their availability status, this can be viewed by hovering over the analysts name in the list.
 === Visibility ===
-Decide if the assign action post on the timeline of the request will be customer facing or private to the team working on the request.
+Decide if the customer action post on the timeline of the request will be customer facing or private to the team working on the request.
+-->

Difference between revisions of "Customer"

Revision as of 22:34, 11 January 2024

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