Request 'Reply' Functionality...
Within the request there is a 'Reply' drop down box that has the following actions:
- Reply
- Forward the Request
- E-mail the Technician
- SMS the Technician
This is somewhat confusing...
First, I think the button should read 'Notify' because the actions are basically just starting email/SMS threads.
Second, I would remove the 'Reply' action under this drop down and move it to the 'Actions' drop down.
Third, I would also add the 'Reply' action to the SDGuest role, so that users, can reply in the same fashion back to the tech. I would like to see the reply add to the conversation section of the request.
Fourth, Notes are normally only used by technicians, so I would remove the 'Add Note' action for anyone in the SDGuest role. The third request (above) should be used to exchange comments back and forth.
Fifth, I see a problem with the email communication from the service request... A user will have a tendancy to reply to the email rather than open up the service request. The email threads are basically lost, unless there was some way to capture that data. Maybe the solution here, is to change the reply template to only have a link to the service request... However, we would still need the 'Reply' action for the SDGuest role.
- Reply
- Forward the Request
- E-mail the Technician
- SMS the Technician
This is somewhat confusing...
First, I think the button should read 'Notify' because the actions are basically just starting email/SMS threads.
Second, I would remove the 'Reply' action under this drop down and move it to the 'Actions' drop down.
Third, I would also add the 'Reply' action to the SDGuest role, so that users, can reply in the same fashion back to the tech. I would like to see the reply add to the conversation section of the request.
Fourth, Notes are normally only used by technicians, so I would remove the 'Add Note' action for anyone in the SDGuest role. The third request (above) should be used to exchange comments back and forth.
Fifth, I see a problem with the email communication from the service request... A user will have a tendancy to reply to the email rather than open up the service request. The email threads are basically lost, unless there was some way to capture that data. Maybe the solution here, is to change the reply template to only have a link to the service request... However, we would still need the 'Reply' action for the SDGuest role.