CloudLink Ideas Portal

Update 11.6.2024:

Part 2 - disabling the Send New Message Button - is being completed as a roadmap item.

Part 1 below-having security roles around CAT Interact in SVL, is the scope of this idea.

From William Adams:
Before we can move Cat Interact to production, there are 2 pieces of work we need Texada to do:

1. To configure the CAT Interact tab and allow for accessibility settings. As for the other tabs in Service Link, we would like to control who has access to the tab per role, and have the ability to switch it on or off per role.

2. To disable the Send New Message button in Service Link. This button can only send one fixed message to the customer and will not be used by us. The message template is generic and controlled by Texada. WesTrac also indicated that they want this button removed / disabled, and rather have all messages go via Cat Interact.

We propose that we reach out to Casey and discuss the effort and cost to have these changes made, because the risk of messages going to our customers with this in production is substantial.

The Go To Cat Interact button is not a concern, because we can control that access in Cat Interact, but cannot do so for the Send New Message button.

SPE Questions Answered

• What is the problem you are looking to solve with this enhancement request?

We are in the process of implementing Cat Interact. William Adams currently has the CAT Interact ‘tab’ in ServiceLink in our sandbox testing environment, and there are two problems we would like to resolve with our request:

1. On the Cat Interact tab, there is a button that shows ‘Send New Message’. We would like this button disabled because anybody with access to ServiceLink will be able to press this button and potentially send messages to customers. We would rather have everyone send all messages via Cat Interact, via the ‘Go To Cat Interact’ button. We cannot move the Cat Interact tab to production with the risk of messages going to customers. The message linked to the ‘Send New Message’ button is in any case not configurable and is a fixed template that Texada needs to configure, so we would not use this feature in our processes anyway.

2. The Cat Interact tab is visible to all roles and users of ServiceLink, and we would like to be able to set the access or visibility Cat Interact tab per role. At the moment this is not possible, it is visible to all roles.

• How many in your organization encounter this problem?

We are in the testing phase of the roll out of Cat Interact, so we have not encountered this problem in production as yet. If we do move forward with this button in production, every ServiceLink user will be able to access the ‘Send New Message’ button. (300 employees)

• How frequently do they encounter this problem?

We will have no control over the messages being sent to customers, the contact details or the roles within ServiceLink, so any person, even by mistake, will be able to send messages to our customers at all times.

• Describe the workflow and problem in detail.

We are implementing Cat Interact, with Texada building us a link to Cat Interact in ServiceLink. Within ServiceLink the CAT Interact tab contains two buttons. The first button is ‘Go To Cat Interact’ and links to the actual work order in Cat Interact. We will use this functionality regularly and are comfortable with the hyperlink. We have also tested this and can move this functionality to production. However, there is a second button that contains ‘Send New Message’ and we have not been able to test this message in sandbox and would not use this functionality in production at all. Firstly, we have been told that the text for this message is a fixed template that can only be updated by Texada, so we would not use this message in our interaction with customers, and it is also available to anyone to click on and risk sending a message to a customer. We would like to button to be disabled.

• What would you like the application to be able to do instead?

We would like for the Cat Interact tab to only have the ‘Go To Cat Interact’ button available to us, and not have the ‘Send New ‘Message’ option at all.

• Are you aware of any workarounds for this?

A workaround for the ‘Go To Cat Interact’ button is to control access via Cat Interact, so the whole organisation will not be able to access Cat Interact. However, we don’t see a workaround for the ‘Send New Messages’ button. We believe the customer contact details will pull through from DBS and will be available for anybody to use, even by accident.

• How are you solving this today without this change in place?

We have not moved the functionality to production, for us to manage the risk.

• What is the impact to your business to having this enhancement higher in the list?

We will be able to go live with Cat Interact, and this is very important for us from a Service Excellence score and NLS score perspective. We cannot achieve the required CAT standards without having CAT Interact in place.

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