My Notes Last 7 Days in Service Console

Hi Greg Barrass / Alex Nassi,

I sure am hoping either of you can help with a very related situation as the originally reported one here by Greg. Sugar Services helped hone our processes after implementing Serve / Sell, so we have many PD defining how Customers and our Support Teams respond to ongoing Support Cases. Additionally, we use Cases for a variety of functions both internally and externally and via the Customer Support Portal (Services also customized). 

issue is re: Customer-created Portal Cases (Customer Support Cases are not limited to only being created via the portal)

If the Customer adds a Note ("External Note"), only the "Assigned to" of the related ACCOUNT is notified, not the Support person that is Assigned to the CASE. 

When trying to set up dashlets to filter for these, the "My items" doesn't work, because the Notes come in Assigned to the Regional Sales Manager (the Assigned to on the ACCOUNT). 

The Case's Status remains Pending / Waiting on Customer, because the Support Assignee has no idea the Customer has added the Note (Sales is unaware / is on the road, etc)

I was told the is OOB Standard functionality, so any ideas how I can have these Notes be assigned to the Support Assignees and Cases don't fall through the cracks?

Thanks for any help you might can offer!

Missy Brooks

We have designed out of the box BPMs to handle this - I have a few meetings on for next few hours but will get a detailed response posted later today.

So we have 3 BPMS that handle various scenarios involving Service Requests (Cases). We have a few more but won't complicate the explanation with those unless they become a question as well:

1. New Case BPM - an extensive BPM that handles Credit control, Authorised Requestor etc for ALL incoming Cases whether logged manually in Sugar, via the Case Macro, Via the Portal or via the Plug IN or Sugar Connect. WE don't specify all of htat in the BPM - the start event is simply all new Case records.

2. Incoming Email for Cases BPM - a tricky BPM to design hence we are moving to the Portal as quickly as possibly. Reliance on Email to trigger events is messy. Not Sugar BPM fault just an inherent problem with email

3. Portal Communications BPM - there are two components to this:

a. When one of our team members creates a Portal Note (more on this shortly) for a Case

We needed to create a drop down in Notes that enabled a Note to be classified as a Portal Note to distinguish from all the other Notes recorded against a Case. This enabled us to write a BPM that essentially says - when a user creates a portal note do this. Effectively what it does is makes sure the Show in Portal Flag is ticked (otherwise we have all our other Notes for Cases not show in the Portal) and sends an email to the Primary Contact for the Cases telling them a note has been added to their case.

b. When a portal user creates a note on a Case - notify the user assigned to the Case and in our case change the status of the Case to Modified (like SugarCRM's Using Pending External Input). The clock start ticking when the status changes to Modified and we have Escalations triggering after a certain elapsed time based on the customer Service Level. We have a separate BPM that monitors Case Status and notifies the assigned user that they need to look at the Case.

Here is the Portal BPM:

If you need anymore help on this or have additional questions please let me know.

So we have 3 BPMS that handle various scenarios involving Service Requests (Cases). We have a few more but won't complicate the explanation with those unless they become a question as well:

1. New Case BPM - an extensive BPM that handles Credit control, Authorised Requestor etc for ALL incoming Cases whether logged manually in Sugar, via the Case Macro, Via the Portal or via the Plug IN or Sugar Connect. WE don't specify all of htat in the BPM - the start event is simply all new Case records.

2. Incoming Email for Cases BPM - a tricky BPM to design hence we are moving to the Portal as quickly as possibly. Reliance on Email to trigger events is messy. Not Sugar BPM fault just an inherent problem with email

3. Portal Communications BPM - there are two components to this:

a. When one of our team members creates a Portal Note (more on this shortly) for a Case

We needed to create a drop down in Notes that enabled a Note to be classified as a Portal Note to distinguish from all the other Notes recorded against a Case. This enabled us to write a BPM that essentially says - when a user creates a portal note do this. Effectively what it does is makes sure the Show in Portal Flag is ticked (otherwise we have all our other Notes for Cases not show in the Portal) and sends an email to the Primary Contact for the Cases telling them a note has been added to their case.

b. When a portal user creates a note on a Case - notify the user assigned to the Case and in our case change the status of the Case to Modified (like SugarCRM's Using Pending External Input). The clock start ticking when the status changes to Modified and we have Escalations triggering after a certain elapsed time based on the customer Service Level. We have a separate BPM that monitors Case Status and notifies the assigned user that they need to look at the Case.

Here is the Portal BPM:

If you need anymore help on this or have additional questions please let me know.

Oh - we definitely have it notify the person assigned to the Case, not the person assigned to the Account

Greg Barrass thank you so much for these details! I'll be using this as my guide to create a version that hopefully gets us there! I do wish notifications created from the portal weren't defaulted to notify Account owners - would save some headaches :) 

I might have questions as I proceed - thank you for your willingness to share your knowledge!

Missy