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Customer fields not fully showing on tickets


gwynne
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Hello,

Apart from two users myself and and another nobody can see the extension numbers on the customer fields. They are there and the  only difference between myself and the users that cannot see details is I have super user access?

 

Any Ideas

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Hi,

 

I was just about to log this also. We have analysts now reporting they cannot see customer details but they used to be able to.

 

I can still see them but no one else seems to be able to?

me on the left , other analysts on the right?

 

Could this be as a result of the update on Sunday that broke things?

 

lee

 

 

image.png

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There are two options for controlling visibility to user information.  One of these is for each individual user to select which sections in their own profile are visible to other users.  

image.png

The second option is for an administrator.  The About page on the profiles can be edited by an administrator.  The top two sections - Basic Details and Job Details are sections that everyone can see.  When in design mode an admin can move fields from the other sections into one of these two public sections, which will take affect for all users.  

image.png 

I'm going to assume that the visibility of the information about a user on a request will be related to this.  Once the Work Phone field is moved to the Job Details, it should become visible again.

The change in behaviour is most likely the result of the profile rights being more adhered to and they are now working as they had originally intended.  

Regards,

James

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@James Ainsworth @gwynne

Hi James,

I think there may be a misunderstanding here. I believe may issue is the same as Gwynne in that it is basic users details we cannot see.

So in my example above this is myself and another analyst looking at the same Incident that has been raised by a normal user logging a call. I can see the details for the users phone number, other analysts looking at the same call cannot see these details.

As this is a basic user there are no settings to amend for them. 

The below is my view of the call, when other analysts look at this same call they cannot see the telephone details?

 

lee

image.png

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@cchalmers @gwynne My colleague James suggested editing the profile information by clicking the Design button and dragging the contact number from the 'Contact Details' section to the 'Job Details' section. This should enable everyone else who is not admin to see the phone numbers.

 

Kind regards

Pamela

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No worries. We get enough random phone calls / emails as it is without having info knocking about the internet. 

I hate to think the amount of spam we would get if details were posted online somewhere. 

Maybe sitting next to the IT Sec guys all this infosec is rubbing off on me. :)

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5 hours ago, cchalmers said:

I am confused however why I should have to try and change something that uptill Mondays issue had been working fine.

@cchalmers I'm afraid it wasn't really working fine as some privacy configurations weren't respected... so we actually fixed an issue but caused this scenario... because telephone number was stored in "Contact Details", a section governed by privacy rules. To have the customer/co-worker details working as before, the phone number information needs to be located now in a non-private area, such as "Job Details"...

I do admit though we could have been better at presenting and explaining this in the release notes :( 

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Really really disappointed that this wasn't communicated out properly.  This has caused lots of hassle for our Analysts since Monday.

We had to upgrade urgently due to issues on Monday out of our control.

I'm able to see the number as I'm a superuser - the information we hold in the phone field wasn't personal and are work numbers - struggling to see why we need these fields hidden for us.  Maybe allowing us Admins the opportunity to have moved these fields.

So can I change the privacy settings for our instance to allow analysts the ability to see this field?

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55 minutes ago, Tina.Lapere said:

We had to upgrade urgently due to issues on Monday out of our control.

Platform Collaboration updates are automatic, they won't be within your control

56 minutes ago, Tina.Lapere said:

Maybe allowing us Admins the opportunity to have moved these fields.

So can I change the privacy settings for our instance to allow analysts the ability to see this field?

 

Admins do have the rights to move the fields and no, you don't need to change any privacy settings and the privacy setting can only be changed by the individual. No other user (regardless of privileges) has access to someone individual privacy configuration. As James advised above, what needs to be done is to move the "Work Phone" field form Contact Details section to Job Details section:

1. In live UI, from the navigation menu, go to Home -> Co-Workers
2. From co-workers list, click any co-worker
3. Navigate to "About" tab
4. Click on "Design" button to open the form designer

In here move any fields necessary from a private section (such as Contact Details) to a public section (such as Job Details)

1 hour ago, Tina.Lapere said:

I'm able to see the number as I'm a superuser

As mentioned above, being the superuser does not give you unrestricted access to a users's privacy controlled area. It is merely a coincidence, it could be that users have the section set to "Public" or "Followers"...

1 hour ago, Tina.Lapere said:

the information we hold in the phone field wasn't personal and are work numbers - struggling to see why we need these fields hidden for us.

I have tried to explain in my previous reply: because (work) telephone number was stored (perhaps, incorrectly) in "Contact Details", a section governed by privacy rules. So yes, a work phone might not be personal, private information but it was stored in a private area, which is (perhaps) incorrect. There are arguments pro and con regarding work phone privacy and where it should reside.
 

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