Daniel Nespoli Posted March 5, 2018 Share Posted March 5, 2018 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! Link to comment Share on other sites More sharing options...
Guest Chaz Posted March 5, 2018 Share Posted March 5, 2018 @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. Link to comment Share on other sites More sharing options...
Daniel Nespoli Posted March 5, 2018 Author Share Posted March 5, 2018 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. Link to comment Share on other sites More sharing options...
Ralf Peters Posted March 5, 2018 Share Posted March 5, 2018 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 . Link to comment Share on other sites More sharing options...
Guest Posted March 5, 2018 Share Posted March 5, 2018 @Ralf Peters I am glad this is all sorted now. Thanks Pamela Link to comment Share on other sites More sharing options...
Ralf Peters Posted March 5, 2018 Share Posted March 5, 2018 Thanks @Pamela it was just a simple drag and drop in the end Link to comment Share on other sites More sharing options...
HGrigsby Posted March 12, 2018 Share Posted March 12, 2018 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 Link to comment Share on other sites More sharing options...
Claire Holtham Posted March 14, 2018 Share Posted March 14, 2018 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! Link to comment Share on other sites More sharing options...
Victor Posted March 14, 2018 Share Posted March 14, 2018 @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/ Link to comment Share on other sites More sharing options...
Claire Holtham Posted March 14, 2018 Share Posted March 14, 2018 yay! the service desk can see phone numbers once more :-) Link to comment Share on other sites More sharing options...
Victor Posted March 14, 2018 Share Posted March 14, 2018 Yeah!!!!!! 2 Link to comment Share on other sites More sharing options...
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