Our Web Tutorial section of the Assyst Web Homepage has a list of Knowledge procedures that appear in a near-random order. Is there a parameter or setting that determines what order this procedures are displayed? Ideally, we would like to have them in alphabetical order, but also add “New” procedures at the top for a determined amount of time.
When we attempt to create a new RFC event via the “Save as New” feature, we are seeing that the Scheduled Start and End dates are cleared before the final save step. Is this the normal expected behavior for this feature? All other fields retain any changes to the form, including the Required Date field.Thanks!Jeremy Perkins
We have several questions regarding the Service Department SLA clock. Here is the scenario… An event is assigned to SVD A with a defined SVD SLA (not an internal SLA) with the appropriate Priority. The SVD works the event for 1 day (the SVD SLA resolution time is 5 days) but needs to assign it to SVD B. SVD B possesses the ticket for 6 days and re-assigns the ticket to SVD A. Is the resolution SLA for SVD A in breach? Also, does the SLA clock for SVD A stop when it is assigned to SVD B? If so, does the SLA clock for SVD A restart upon re-assignment from SVD B, or does the SLA clock “pick up where it left off?” Thanks!
We have several Fixed-format reports we would like to have exportable. Currently, users of the report only have the option to print the results to a PDF format. Because we are a SaaS customer, we do not have access to the internal functions of BIRT, SQL, or the reporting server. I’m hoping there is a setting I may have missed. Thanks!
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