Version: 10.1

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This optional configuration displays a Time of Outage field on the Customer Call form and allows the Customer Service Representative (CSR) to modify this value. For example, a customer may call in to report an outage that began an hour earlier than the call time. The CSR can modify the Time of Outage field to reflect the earlier outage time.

 

To add this Time of Outage field to the Customer Call form, follow the steps below. You will need to assign a new Task to a Role. Any users with this Role assigned will see the Time of Outage field.

1. Log into the Responder web application as an Administrator.
2. Select the Administration section.
3. Select Roles.
4. Select Edit next to the Role to add the Task.

    

5. Click Add next to the Editing Time of Outage for Call. This adds the Time of Outage field to the Customer Call form for all users with the Role you're editing (e.g., Customer Service role in the example).

    

6. Click Done to save changes.
7. Open the Web.config file. This file is installed here: C:\Inetpub\wwwroot\Responder.
8. Look for the following XML:

       <add key="customerInput.showTimeOutage" value ="false"/>
   

9. Set the value to true. This displays the Time of Outage field on the Customer Call form.
10. Save and close Web.config.

 

Disable Time of Outage Field

The Time of Outage field is disabled (hidden) by default. If it's been enabled, you can disable the field regardless of whether the task is assigned or not. Simply set the showTimeOutage value in the web.Config file.

1. Open the Web.config file. This file is installed here: C:\Inetpub\wwwroot\Responder.
2. Look for the following XML:

       <add key="customerInput.showTimeOutage" value ="true"/>
   

3. Set the value to false. This ensures that the field will not be displayed on the Customer Call form, regardless of whether the task is assigned to a role.
4. Save and close Web.config.

 

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