Released Enhancements
Toggle for Automatic Point of Contact Changes in Portal Settings
A new toggle in the Portal Settings now lets you control automatic POC changes when departments are added or modified. By default, automatic POC assignment is enabled. This new feature automates the POC assignment process, ensuring that once a department is assigned to a request, it takes responsibility for the request automatically. This enhancement simplifies the workflow and keeps the department as the default POC for requests, improving overall efficiency.
When the Toggle is On
Automatic Actions Enabled: Automatic POC changes are activated.
Adding Department: When assigning a department to a request with no prior department, the POC will automatically switch to the POC of the newly added department.
Removing Department: If the current department's POC is removed and other departments are assigned, the POC will shift to the next department in the order. If no departments remain, the POC defaults to the account POC.
When the Toggle is Off
Automatic Actions Disabled: Automatic POC changes are deactivated
Adding Department: The POC remains unchanged unless manually updated
Removing Department: The POC remains unchanged unless manually update
Related Articles
Display Multiple Points of Contact for Departments
POCs associated with multiple departments will now have each department listed next to their name (once for each department) in the drop-down menu rather than displaying multiple entries. This enhancement helps to clearly identify the POC for each department.
Dropdown Menu: Matches the department list. When a department is deleted, it is also removed from the drop-down list.
Related Articles
Tooltip for Roles and Departments
Tooltips are added to the Staff Assigned panel, providing context on staff roles and departments. This eliminates the need to navigate away from the request page.
Hover Over Department: Displays a tooltip with a list of department members, with the POC listed first and marked.
Hover Over Staff User: Shows a tooltip with the department(s) the staff user is assigned to. If the user is a POC, this will be noted in parentheses.
Updated Tooltip: The existing tooltip previously displayed all departments a staff member was part of. We have refined it to show only the departments assigned to the request, enhancing contextual clarity and relevance.