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  • john nigro

    If there was just a check box to say "Overwrite report or keep existing" it would be immensely more useful

  • john nigro

    You can definitely have more than 200 business rules.  If there is a limit on business rules, I have never encountered it even with thousands of rules.

  • john nigro

    You should be able to disable the feature that discards automatic replies, which Out of office replies are a subset of.  It may take some trial and error.

  • john nigro

    Hi Charles:

    What you are explaining is certainly possible and should be easy to implement with rules. 

    It sounds like an issue of the rules not being correctly configured to handle that situation.  Without seeing the rules myself, however, it is very hard to determine.  It sounds like an issue where you need to experiment some more.  To properly troubleshoot, you need to carefully look at incident fields like "Rule State" and all the potential variables that could cause your rule to misfire.

  • john nigro

    The rule looks fine to me.  The reason is it not working is most likely the incident not being in the correct rule state.  You can usually see the rule state by clicking the yellow "i" button on the incident workspace ribbon.

    Also, as mentioned above, the order of the rules is important.

  • john nigro

    Hello Kelli:

    2 things..

    First, if the answer access level has end user visability checked, then everyone can see it, not just contacts associated with that org that has access to "gale".  If no other orgs' contacts should be able to see answers with access level "gale", then the access level should not be visible.  I am not sure if this is what you intended and just wanted to clarify.

    Second, you would most likely need to make every other FAQ record associated with a restricted access level (cannot say "everyone").  Then, every other org would need to have access to that restricted level. This way, you would not have any content that has an access level of "everyone".

    I am hoping someone else can weigh in with other ideas.

  • john nigro

    Hi Danny:


    This is a very common scenario among our customers.  The way to solve it is, as you mentioned, with workspace rules.


    Something to the effect of..


    when editor loaded or contact field updated

    if contact = anon ymous (your dummy contact used for this purpose)

    then make contact fields read only (whatever fields you are concerned with)

    else make contact fields editable


    Hope that helps

  • john nigro
    Hi Omar:

    It does not sound like you are using escalation rules for this, so the utility running every 15 minutes should not impact your testing.  You can also test by having the surveys sent with no delay, and then put the 3 day delay in there once you have the functionality working.

    You are correct in that the rules would be working only on 1 particular incident at a time and would not be checking against other incidents.

    I think you may need to have an external event created to acheive exactly what you are trying to accomplish, which would mark a customer as a "repeat" customer  after they have had 1 incident solved, and then you can use that field to drive the survey rules.  It is definitely possible to do what you want via external events (they would have to be scoped by your RNT Account Exec. as custom work).

    This is not tested, but another option may be to create a marketing segment for new vs. repeat customers, and then exclude that segment from each of their respective surveys.  Transactional surveys will allow you to exclude a segment of contacts so this may be worth exploring this further.  I took a quick look, however, and could not figure out a definitive way to say repeat vs. new customer based on incident counts, but please contact your Account Exec. if you would like us to scope out a solution. 

    Also, someone else may have ideas on the forum so we should not consider this discussion thread closed yet.

    Message Edited by eleep on 04-30-2009 03:23 PM
  • john nigro
    that little graphic is killing me!

    For callbacks, it usually works well if you have a custom callback incident field and the incident assigned to an agent.  Then use some data exceptions in analytics to make the colors change (green, yellow, red, etc.).  You can use incident rules if you want to further automate it.

     You could have end users request a time for callback in a custom date field today, but an enhancement might be to only display agent available times.  Or you can use rules to assign to queues for agents based on their work hours.
  • john nigro
    While I have never done this myself, it seems like something that could be done with a marketing email campaign.  I am not 100% sure and would have to spend some time experimenting with that, but I think it is definitely possible.  Your audience would be the contacts that did not respond to the survey.  You might also be able to create business rules to automate that.  Sorry I could not provide exact instructions as I have never done this, but what you are describing seems entirely possible in the application.
  • john nigro
    I believe you can use an iFrame on your web site for this.  You may wish to consult with your webmaster and determine what works best for your company's web site, but it should be possible using the Feedback product.
  • john nigro
    The other thing I noticed yesterday is that there is an easier way to acheive what I described above.  If you select a table control you can insert and remove columns.  This will add the spacer control automatically.  I think that would be an effective way to manage the column widths.

  • john nigro
    There is no way to directly control this that I know of.  What you would need to do is add in spacer controls and kind of get the column to look how you want through trial and error.  When you add or remove fields, the workspace editor will change the number of rows and columns automatically.  So if you want to have a column that is more narrow, you can leave a spacer inside of a cell in an adjacent column and remove every other field from that column with the spacer.

    You could also try the padding and margin settings but I am not sure it will do what you want.

    I know this is somewhat tricky and it does take some trial and error to get the workspaces to look exactly how you want.
  • john nigro
    That would be a great way to accomplish it! 
    Thanks for this suggestion Mike.  I think I will bookmark this thread :)
  • john nigro
    Hi SC:  I do not believe there is any way to do this exactly as you describe. 
    I think it would be possible to do something like this with escalation rules, but it might be pretty tricky.  I cannot think of how this would work off the top of my head, but it sounds like it might be possible with business rules.  I'm sorry I cannot provide a better answer for you as it would probably take me a few hours to experiment with the rules and see how it might work, or if it is even possible.
    I would recommend talking to your RNT Account Exec and see if it is worthwhile to get a statement of work written up on this functionality.