Hello Massimiliano, 



As an option, you can use a Category field for this purpose. 

You can specify names of mailboxes in this field by editing "Case categories" lookup. 

Please follow this academy article to find information on how to create a connection between Case Category and Mailbox the case has been registered from. 



Kind regards,

Roman

 

Hi Julio,

 

After a customer evaluates the quality of service, they will be redirected to the special “Thank-you” page where the customers can leave additional comments. Both the customer’s grade and comments will be automatically added to the [Feedback] field block on the [Closure and feedback] tab.



 

A “Thank-you” page

The page displays a corporate logo according to the value of the [Logo - Thank you for your feedback] system setting. Corporate logo setup is covered in a separate article.



Please let us know if it fits your query.



Thank you!

Bohdan Zdor,

Thanks @Bohdan, I know it, but what I need is to change the background image and I need to know wich is the System setting I will to change to do it, this image 

http://prntscr.com/ruoyul, I did it on "Logo - Thank you for your feedback" System Setting uploading an image of 1280x900px and what I get is a page with the image, but loose the objects over them, like the message "Your feedback has been..", the edition control to introduce comments and also the "POST COMMENT" button http://prntscr.com/rup3xj, this what I get http://prntscr.com/rup581

What I'm doing wrong?

Also, where can I change the text of the tittle and in the edition box "We are always looking at improving...."?

Thanks again

@Bohdan, you could try clicking here https://067907-crm-bundle.creatio.com/0/Nui/Feedback.aspx?vm=FeedbackModule&token=b1cb8072-5529-4811-876f-6a320553ec60&schemaName=CaseRatingFeedbackPage

Julio.Falcon_Nodos,

This system setting is currently not in use it will not change the image as you need. The only way to completely change this page is to apply changes to "CaseRatingFeedbackPage" schema (replace it and modify Background resource).

Best regards,

Angela

Thanks Angela

Dear Sushma, 



One of possible reason why this issue occurs is turned on Debug Mode on your Creatio website. 



This process seems to be a process from the DCM panel on Cases.  

When the Debug mode on the site is turned on, DCM flow is displayed as process as well in process log. And when you try to open it in a process designer - the following error appears. 



Please make sure that debug mode is turned-off and check the issue again. 



Kind regards,

Roman

Thanks Roman, turning debug mode to off solved the issue.

Dear Nicolas,

If record fits the condition of case that was created it automatically switches to that case. Make sure that opportunities suits the condition you specified. 

Best regards,

Angela

Angela Reyes, even if the opportunities have already been opened in the previous case ? I tryed to switch the case with the "Version DCM" lookup but old opportunities stay in the v1 DCM Version even if it is set to v2.

Hello Sushma,

1) To achieve this task you need to add an integer field to the knowledge base edit page that will store this amount of views. Then you need to add additional logic to Knowledge base edit page that will trigger incrementation of the integer field when method onEntityInitialized is initiated.

2) To achieve this task you need to add a system setting with integer data type that will be used to set a restriction number. Then you need to create a process that will sum "Created by" field of "Case" object (each time new case is created) and if the count of "Created by" is greater than the value of the system setting - the incident will be automatically "Canceled". The plus of this method is in fact that the client doesn't need to fill in entered data each time he tries to create new portal incident and you can simply reopen "Canceled" ticket.

Best regards,

Oscar

Sushma

And as for the first question you can also display "View" column that already present in knowledge base object and that shows the amount of views of the article.

Best regards,

Oscar

Oscar Dylan,

I checked Views Column in Knowledge base and this field is not updating.

sushma,

Than you need to implement additional development logic based on onEntityInitialized method.

Best regards,

Oscar

Please create a new detail based on the Case object via Detail wizard. The article on the academy will be helpful for that:

 https://academy.bpmonline.com/documents/technic-sdk/7-14/creating-detail-wizards

Add a new tab and add the newly created detail to the tab via Section wizard. There is an opportunity to add filter to the detail via JS development. Please find the example in the article by the link below: 

https://community.bpmonline.com/articles/filtering-details-several-fields

Alina Kazmirchuk,

Hi Alina,



Thank you for your reply, it has given me an idea of how I can populate the tab once it's there. The problem however is that I cannot add a new tab. 

The only visible option is changing the fields to display https://prnt.sc/pcxsnw , it seems like the tabs are created in a very unique way. 

Yosef,

The related topic was discussed in the post by the link below: 

https://community.bpmonline.com/articles/agent-desktop-group-queue-items-queue-instead-entity

Alina Kazmirchuk,

Thanks again for the reply but it does not achieve what I want.

I want to create a new tab based on the *case Section*.

Another example to clarify my goal is to have a second tab that contains all the accounts. It has nothing to do with queues. (this is not my goal, this is an example)

If we look at the code from the link you send me we can see that "Queues" is being used: 

var esq = Ext.create("Terrasoft.EntitySchemaQuery", {rootSchemaName: "Queue"});

I am trying to avoid this. 

Hopefully this clarifies my goal.

Hello Apurva,

Yes our R&D team is aware of this problem and it is in "Accepted" status. I will also inform them about your community question and ask them to speed up finding solution for this problem. You can workaround this problem by parsing text in notes field and paste this text in a separate "String" data type field and use this string field in your printable.

Thank you for helping us to make our application better!

Best regards,

Oscar

Hi Oscar,



Thank you for your reply.

Created a new "String" datatype field and created business process, will run on update on Notes field.

I am able to copy Notes into the String field but not able to convert HTML into text.

Will you please guide me through how I can parse text from notes HTML in this business process?

Regards,

Apurva Patel.

Apurva Patel,

You need to parse the text from Notes field. Since you are using business process, you can use means of C# language to parse HTML text. You can check the following article:

https://stackoverflow.com/questions/286813/how-do-you-convert-html-to-plain-text

If you are using means of JavaScript you can go for RegEx options to parse into plain text.

Regards,

Anastasia 

Hello Mitch,

To achieve your target you need to use "Working days" value for "Response/Resolution time unit" in "Services" section. Here are Academy references that describe how to set those values properly here, here and here.

Best regards,

Oscar

Oscar Dylan,

Thank you Oscar, I may not have explained my problem very well. I am looking for a metric that is 'actual response time' minus 'case registration date'. I want to show the difference between those two columns as Days:Hours. 

I understand I need to either set up a metric in the section wizard, or calculate the metric using a business process. 

For example, if a case is registered on a Friday afternoon, and gets put 'in progress' on a Monday morning, my metric should say a couple hours instead of a couple days.

I will continue searching for a solution, any advice would be appreciated! Thanks!

Mitch Kaschub,

Got it. In this case I would advise you to create a business process like on the screenshot http://prntscr.com/ofit1g. It is being triggered upon status change to "In progress" and reads this case record in "Read modified case" element. The main idea is in conditional flows of a process:

1) "Case was created on a Friday afternoon?" flow should check if the incident was created on a Friday afternoon and should contain this formula

DayOfWeek([#Read modified case.First item of resulting collection.Created on#]) == 5 && Time([#Read modified case.First item of resulting collection.Created on#]) >= [#Time value.12:00#]

The process will go to a next step if it is true and if it is not - it will be terminated and base logic will work for this case record.

2) "Case status was changed on Monday?" - here we need to check if the status of this incident was changed on Monday. It can be done with the help of the next formula:

DayOfWeek([#Read modified case.First item of resulting collection.Modified on#]) == 1

And if it is true the process will go to its final stage of actual response/resolution time modification, but if it is false - the process will be terminated. The last process element modifies "Actual resolution time" and "Actual response time" columns and we need to use following formulas, for example:

[#System variable.Current Time and Date#].AddHours(3) - for actual resolution time

[#System variable.Current Time and Date#].AddHours(1) - for actual response time

You can also modify this process based on your needs, but the main logic here is to use date/time functions and modify needed columns in such a way.

Best regards,

Oscar

This is fantastic! Thank you so much Oscar Dylan!

Dear Mitch, 

The column connecting Portal Message to case already exists. The column is called Object Instance. You can read a case out of the portal message like that (http://prntscr.com/ocum1y)

Best regards,

Dennis 

Dennis Hudson,

That worked perfect. Thanks!

Hello Fulgen,

This is an out-of-the-box behavior of the application and we've created a problem to our R&D team so they could fix it in one of future versions of the application. This is a very interesting problem and thank you for reporting it to us. Currently we assume that it cannot be changed sine it is a hard coded behavior of the application in base schemas and fix needs to be applied by our R&D team. Once this fix is applied - we will notify all our users in Academy release notes that can be accessed here.

Thank you for helping us to make our application better!

Best regards,

Oscar