How to put a button on an Incident form and Service Portal for status check

[Danny Barker]

Hello, 

We are looking to see if a button can be added to an Incident form that simply says "status check".  The thought would be if an agent gets a call or email about a ticket, they can open the ticket and click the button.  This would send a message to the assigned tech.  If no tech has been assigned, then it would message the manager of that assignment group.   

This is something we would like to add to the Service Portal as well.  Thinking maybe from the ticket receipt page that shows customer visible chat logs.  The thought would be that if the user sees no updates, then they could click the button and it would be templated to show the username of the user and a message " requesting update on (INC# ). 

Any help/guidance to get me down the right path would be greatly appreciated. 

[Anil Nemmikanti]

Hi,

we can add a UI action on form to trigger an event to send the notification to the assigned to if he is not available to the manager. We can do that in that way.

[Dr Atul G- LNG]

Hi @Danny Barker 

Greetings!!

We are looking to see if a button can be added to an Incident form that simply says "status check".  The thought would be if an agent gets a call or email about a ticket, they can open the ticket and click the button.  This would send a message to the assigned tech.  If no tech has been assigned, then it would message the manager of that assignment group.   

Atul: What is use case of same? The agent can open the record directly from Global Search and see the record status. and You can add configuration, to send email. I am not sure what exactly you are looking for?

This is something we would like to add to the Service Portal as well.  Thinking maybe from the ticket receipt page that shows customer visible chat logs.  The thought would be that if the user sees no updates, then they could click the button and it would be templated to show the username of the user and a message " requesting update on (INC# ). 

Atul: Again, if there is no update on inc for end user on portal user can add the comments, which update the Incident to agents / group.

[Danny Barker]

Hi Atul, I see what you are saying and if the user comments as OOB dictates, then the assigned tech will see the notes and the same if the tech adds the customer visible notes, then they will be available for the user to see.   For the Service Portal if the user sees no updates, they can simply add the comment "what's my status".  We however have scenarios were the tech still doesn't get to the user in timely fashion and thinking if they have a button that triggers a notification to the assigned tech/manager then it would speed up response times.  The same idea on the fulfiller form. If I have a user ask a status, I can click the button to request status check and it would go a step further and notify the tech.  I know that these are regular part of notifications but we are looking to see if it can just be an added option that would all trigger when selecting the button.   

Thanks or your time

Danny

[Dr Atul G- LNG]

Hi @Danny Barker 

Thanks for details, I will say it is more on process not on tool/ platform. Educating users is the best way to do achieve this.