Issues Maintenance Notifications
Within the Issues Maintenance list, can there be a modification to allow the BCC email feature? This will provide a trigger to the internal team monitoring these issues to review the new list. The 'created by' user gets an email confirming the issue has been submitted, but there is no notification to anyone who can action it unless you're actively reviewing the list all the time (which isn't likely to be done).
Additionally, there is no notification to the user who created the issue that the status has changed from "Open" to "Closed". Can there be a notification similar to the "created" email when something has been closed?
Stephanie Bertin
shared this idea
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cleaman
commented
with our centralized Customer Service Team service structure ; they need to manage multiple platforms (SAP, CRM, Portal) and having customer messages/requests flow into a notification email that a new note from customer is available; avoiding daily manual monitoring of this help section would reduce the chances of missing an important note (Such as please cancel my order, or update qty or change req date, etc -which is time sensitive tasks)
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Stephanie Bertin
commented
The "Issues" board is also quite generic. There would be benefit is creating a "Category" that would be applicable to each of the core areas within the portal. Orders, Invoices, reports, etc. This would help to group the issue requests for the team(s) actioning the items. Some may be managing orders only while others may review invoicing/payment questions.
