I’d like to request that a Change Department action be added. This appears to be something lacking for quite some time which has meant many people, including myself, have had to do workarounds or build functionality in different ways. I am not sure if there is a specific functional reason the action has never been added, but I believe it would bring a lot of benefit.
On all the setups we do, we typically setup different departments for Takeaway, Eat In, Delivery/Collection - reason is, they all typically would have different automation commands - like Delivery/Collection has a button to specify Delvery/Collection Time, Display Map, change Delivery Charge, these do not need to be on the Eat In or Takeaway departments. So far the only way to force reloading of automation commands is by changing department - even if you change Ticket Type part way through a ticket, none of the automation commands, calculations or payment types will change even you have them mapped to the new Ticket Type. This is partly beside this request but one underlying reasoning for it.
But currently the main reason we really need this action is we currently use Caller ID on quite a number of setups. We would sometimes like to be able to manipulate the number coming through from Caller ID before passing to the customer screen (and even possibly we may want to change the workflow). Because we have a “Delivery/Collection” department which we want selected for any tickets created by incoming Caller ID, it works perfectly with the built in Caller ID function as there is an option to specify the Department to use. However if we want to build our own workflow to handle how an incoming Caller ID is handled, there is no way we can replicate the built in functionality to change the department as there is no action available to Change Department.
This specifically causes us issues if we have a client with multiple terminals and they want to use Caller ID. The only way we can currently properly handle it is to supply multiple Caller ID devices (USB modems) - one for each terminal. What we should be able to do is capture the Caller ID event on the terminal with the Caller ID device connected them broadcast that to the other terminals. Whilst that is totally possible, we cannot do that because there is no way to enforce (change) the department to ensure it goes into “Delivery/Collection” and not whatever current department is selected.
I have another topics describing this in detail i posted almost a year ago, specifically the Caller ID issue about unable to change department if you have a custom workflow. Another forum member had the same issue also. I’ve also seen other topics about wanting to change department so I think this is a feature long overdue. I am assuming there is no technical / functional reason it hasn’t been implemented, given that the built in Caller ID module can change department without issue when using the default workflow.