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Comments in Pirmary Assign Activity

  • December 21, 2022
  • 4 replies
  • 66 views
R
Hero (Customer)
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When creating a Customer Support Order, the problem description is also copied to comment field of the Primary Assign activity.

 

When we change the Customer Support Order to Service order and dispatch to Mobile, the text is double visible on the overview on Mobile. And if it contains a lot of text, user has to scroll alot because of the double text. (problem descr. and activity comment)

Is there a way without Mobile customization to not show the primary assign activity in Overview.
Or is there a configuration that when you creating a Customer support order the problem descr. is not copied to the comment field in the primary assign activity

Version: v15.3.0.5

Regards,
Robin.

Best answer by Phil Seifert

Thanks, Reid.

This confirms the following:

  • There is not an option to prevent the copying of the problem description to the primary assign
  • It is not possible to hide the problem description without modifying the Mobile client via Mobile Edge Customizer.
You cannot change the road if you do not know the map.

    4 replies

    Phil Seifert
    Ultimate Hero (Employee)
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    • Phil Seifert
    • Ultimate Hero (Employee)
    • December 21, 2022

    Hi Robin,

    I am not sure there is a setting to prevent the problem description copying to the activity comment on the primary activity.

    There is an option allow you to edit the problem description for the routing but then I would think this would also end up on primary assign as well.  This would be in the Routing Information section.

     

    This would not prevent the primary assign activity from taking any text allowed through the routing.

    Checking with R&D:

    Looking at this from the code level, I don’t see any such parameter that controls if the description of the order will or will not go to the comment text of the primary activity, it just always does that.

    Please mark any comments which answered your question as Best Answer so the topic is easier recognised as answered and closed.
    Reid Gilbert
    Superhero (Employee)
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    • Reid Gilbert
    • Superhero (Employee)
    • December 21, 2022

    Hi Robin,
    You could use the Mobile Customizer application to remove the problem description section (so the technicians would only see this information down in the Activity Comments section going forward), the risk would be that if there are other updates made to the problem description afterwards then if those aren’t also carried down to the activity comments then the technicians assigned to the order would lose visibility to those updates:
     

    Thanks,
    Reid

      Phil Seifert
      Ultimate Hero (Employee)
      Forum|alt.badge.img+24
      • Phil Seifert
      • Ultimate Hero (Employee)
      • Answer
      • December 21, 2022

      Thanks, Reid.

      This confirms the following:

      • There is not an option to prevent the copying of the problem description to the primary assign
      • It is not possible to hide the problem description without modifying the Mobile client via Mobile Edge Customizer.
      Please mark any comments which answered your question as Best Answer so the topic is easier recognised as answered and closed.
        R
        Hero (Customer)
        Forum|alt.badge.img+10
        • robinsch
        • Author
        • Hero (Customer)
        • December 21, 2022

        Thanks Phil and Reid,

         

        We are taking a look to mobile customization if necessary.

        Also what i am thinking to do is to empty the comment field on Primary Assign activity with a process flow at creation.

        You cannot change the road if you do not know the map.
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