Jump to content

Customers viewing their open requests within their department


dwalby
 Share

Recommended Posts

Hi all,

We have several department manager's who've requested the ability to view their departments open requests. i.e. A Call Centre supervisor would like to see open calls raised by any Customer Service Advisors in the department.

Is this possible within the self-service portal?

Thanks in advance

Link to comment
Share on other sites

Hi @dwalby

There is a system setting under Service Manager settings in the admin console

servicemanager.portal.requests.showStaffRequests
A setting to enable the manager to see all his managed staff requests
ON OFF

With this enabled, your manager would be able to see your requests on the portal.   So in my example below, with this setting enabled Daniel Matthews would be able to view Graham Clarkes requests.

image.png

Which will look like this

image.png

Hope that helps

Steve

 

Link to comment
Share on other sites

Thanks @Steven Boardman - this will work for us in some cases. However, as an example we have 3 assistant managers who oversee the operation of a department and often need to be aware of any impacts to the department as a whole, so they've requested the ability to view all requests raised within the department, not necessarily just their staff's.

For now though, I guess I can let the assistant managers know that they can view the requests of staff that report to them, but may need to collectively review open requests with other assistant managers.

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

×
×
  • Create New...