Transcript:
0:00 [Music]
0:04 hi everyone
0:05 Mike from Norfolk - here in today's
0:08 video we are going to demonstrate a
0:10 formula that will display a notification
0:12 on the forum for customers when their
0:15 larger case via the Support Portal this
0:19 notification will tell them when they
0:21 can expect their first response to their
0:23 case depending on what case type it is a
0:27 different alert will be shown to the
0:30 customer note for this video it is
0:35 presumed that you have Microsoft portal
0:37 installed in your environment and that
0:39 you have working knowledge of North52 s
0:41 decision tables if you do not please see
0:45 our training courses linked below the
0:48 formula we will use is this one this
0:51 formula runs off a case entity and we
0:53 can see that it is triggered when the
0:55 case type is changed by scrolling up we
0:59 can see there has been set for the
1:01 portal forum by expanding deployment we
1:05 can see that the portal deployment has
1:07 been set to our portal like so
1:12 on the decision table here we can see
1:14 that the formula checks the case type if
1:18 the case type is set to problem it'll
1:20 tell the user that they can expect a
1:22 response within two hours if the case
1:26 type is set to request it will tell the
1:28 user that they can expect a response
1:29 within four hours and if the case type
1:33 is set to question the SLA here is eight
1:36 hours as you can see the first set form
1:41 notification is an error this will
1:44 dictate the appearance of the display
1:46 message so to see this formula in action
1:50 let's open up a case submission form
1:54 when we set the case type to question we
1:57 will see the SLA has been given as eight
1:59 hours when we change the case type to
2:03 problem we can see that the notification
2:06 changes accordingly note the difference
2:10 in color representing the urgency and
2:12 this again was due to the second
2:15 parameter in the set form notification
2:17 function mentioned before
2:23 this has been a Norfolk
2:25 - video if you like this you can see
2:28 more videos or read our knowledgebase
2:29 articles at support.norton.com