darkroast
Member
Two questions related to joined lists. First, the scenario:
This is a Customer Service (CS) tracking application. We get calls about issues with products. I've determined that a "case" is related to one customer, with one issue with one product. For instance, I have a problem with my TV. I call; the first time my call is taken, a case is opened related to that TV. The CS agent takes all the information, determines the solution, and takes the appropriate action, for instance setting up a service call by a technician.
Let's say that the tech comes out, and fixes the TV, but it fails again. Or, maybe the tech doesn't show up. So I call a second time. The CS department wants to capture the information about this second call as a "followup" related to this case. Each time I call regarding that same TV, the CS department wants to capture it as a followup to the original case. I'm doing these with a repeating joined "call" table.
I have everything working the way I want to - I have a case table and a joined call table, and it works perfectly. I can create a case, and I can add as many additional calls as needed to handle the case.
But, here are the questions that would make this a lot slicker:
1. Is it possible to limit the ability to delete previously entered call entries to a SuperUser (or any other user group)? The CS department doesn't want someone deleting a record of a call, but of course, they want the ability to add new calls to be recorded. On the repeating group I get both the "plus" for add and the "minus" for delete. How can I get rid of the delete function (or at least the button)?
2. Is it possible to hide the group in which the joined data - the call info - is displayed, for the first call? What I envision is a hidden group, but with a button where on subsequent calls the agent can click, open the list of previous calls, and enter his own comments. What would be really nice is if for second and following calls, the case opens with the entire history available as well as an area for the comments related to this call.
This is a Customer Service (CS) tracking application. We get calls about issues with products. I've determined that a "case" is related to one customer, with one issue with one product. For instance, I have a problem with my TV. I call; the first time my call is taken, a case is opened related to that TV. The CS agent takes all the information, determines the solution, and takes the appropriate action, for instance setting up a service call by a technician.
Let's say that the tech comes out, and fixes the TV, but it fails again. Or, maybe the tech doesn't show up. So I call a second time. The CS department wants to capture the information about this second call as a "followup" related to this case. Each time I call regarding that same TV, the CS department wants to capture it as a followup to the original case. I'm doing these with a repeating joined "call" table.
I have everything working the way I want to - I have a case table and a joined call table, and it works perfectly. I can create a case, and I can add as many additional calls as needed to handle the case.
But, here are the questions that would make this a lot slicker:
1. Is it possible to limit the ability to delete previously entered call entries to a SuperUser (or any other user group)? The CS department doesn't want someone deleting a record of a call, but of course, they want the ability to add new calls to be recorded. On the repeating group I get both the "plus" for add and the "minus" for delete. How can I get rid of the delete function (or at least the button)?
2. Is it possible to hide the group in which the joined data - the call info - is displayed, for the first call? What I envision is a hidden group, but with a button where on subsequent calls the agent can click, open the list of previous calls, and enter his own comments. What would be really nice is if for second and following calls, the case opens with the entire history available as well as an area for the comments related to this call.
