{"id":4351,"date":"2015-09-11T13:25:47","date_gmt":"2015-09-11T13:25:47","guid":{"rendered":"http:\/\/blog.soton.ac.uk\/servicemanagement\/?p=4351"},"modified":"2015-09-11T13:25:47","modified_gmt":"2015-09-11T13:25:47","slug":"portal-call-improvements","status":"publish","type":"post","link":"https:\/\/blog.soton.ac.uk\/servicemanagement\/2015\/09\/11\/portal-call-improvements\/","title":{"rendered":"Portal &amp; Call Improvements"},"content":{"rendered":"<p>A new set of changes have been promoted in ServiceNow that address a number of small issues and feature requests made by customers over the last few months, specifically around the customer portal and the Call function. \u00a0These include:<\/p>\n<ul>\n<li>When Calls are converted into Incidents there are now rules that will auto assign to Service Desk if Logged For is IT and HR Triage if Logged For is HR<\/li>\n<li>Improvements on the Call screen to the Tickets By the Same Caller lists (shows all tickets not just Active) and the Chased lookup popup (shows all Active tickets not just those by the same Caller)<\/li>\n<li>The ReOpen button has been removed from the portal\u00a0view of Incidents. \u00a0This button was not functioning.<\/li>\n<li>Email links to the ticket on customer emails should now always present the ticket if they match the security conditions, stopping &#8220;Detail Record Not Found&#8221; being shown<\/li>\n<li>Improvements to lists and gauges shown on the portal to ensure the number of records presented is consistent across different elements and pages<\/li>\n<\/ul>\n<div id=\"themify_builder_content-4351\" data-postid=\"4351\" class=\"themify_builder_content themify_builder_content-4351 themify_builder themify_builder_front\">\n\t\t<\/div>\n<!-- \/themify_builder_content -->","protected":false},"excerpt":{"rendered":"<p>A new set of changes have been promoted in ServiceNow that address a number of small issues and feature requests made by customers over the last few months, specifically around the customer portal and the Call function. \u00a0These include: When Calls are converted into Incidents there are now rules that will auto assign to Service [&hellip;]<\/p>\n","protected":false},"author":97582,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1001272,1019151],"tags":[],"class_list":["post-4351","post","type-post","status-publish","format-standard","hentry","category-fixing-defects","category-improvements","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author"],"_links":{"self":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4351","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/users\/97582"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/comments?post=4351"}],"version-history":[{"count":1,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4351\/revisions"}],"predecessor-version":[{"id":4352,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4351\/revisions\/4352"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/media?parent=4351"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/categories?post=4351"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/tags?post=4351"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}