Missing Contact Numbers under Customer Details

[Daniel Nespoli]

Good morning all,

Since updating to Service Desk Manager v1150 we're now unable to view customer contact numbers within a ticket. Analysts could view these by default prior to the update.

Is there a permission group that analysts need adding to following the update?

Thanks!

 

 

[Guest Chaz]

@Daniel Nespoli If this is a customer that is a Basic or full User, then depending on their preferences they can choose to reveal or hide their personal details throughout the app. This was an oversight in Service Manager that has been corrected in the last update.

[Daniel Nespoli]

I've checked my profile on both our Service and Live portal but I cannot find an option to display or hide my contact number.

My colleague is set up as a Super User and he is able to view contact numbers for customers within tickets.

We're on the latest version of Service Desk Manager.

 

[Ralf Peters]

This has been sorted by moving the Work Phone details from the Contact details to the Job details  section , drag and drop in the design view .

[Guest]

@Ralf Peters I am glad this is all sorted now.

Thanks

Pamela

[Ralf Peters]

Thanks  @Pamela  it was just  a simple drag and drop in the end  

 

 

[HGrigsby]

Hi

We have the same issue after the update was run this morning.  

I can see the numbers but the service desk analysts cannot.   I don't really want to have to redesign the form to show the phone numbers, is that the only answer?

Thanks Helen

[Claire Holtham]

Hullo, we have the same issue, could I have some more detailed guidance regarding how to fix this. I have 'Form Designer' access, but cannot see how to drag and drop 'Work Phone details from the Contact details to the Job details  section '  as I have just a 'Details' section, and the Customer's phone number displays in the 'customer' section. Help!

[Victor]

@Claire Holtham might be a misunderstanding here...  it is not the form designer on request details section... this is the co-worker or the contact profile form designer ... The same issue is also discussed here: https://community.hornbill.com/topic/12439-customer-fields-not-fully-showing-on-tickets/

 

[Claire Holtham]

yay! the service desk can see phone numbers once more :-)

 

[Victor]

Yeah!!!!!!