Can't See On Hold Reasons

[Michael Sharp]

Don't know whether this is a limitation or role configuration issue however I am often unable to see on-hold reasons in the timeline.  I would have thought as a system admin and helpdesk manager, I would be able to see all content (whether hidden or otherwise).  I've also seen on occasion the ability to select "owner" as a visibility but am unable to replicate.

Regards,

Mike.

[Michael Sharp]

Could anyone comment on this please?  Real problem

[Deen]

@Michael do you own the requests in question?  It is possible that the owner has set the On Hold visibility to 'Owner' rather than team.  I have seen this myself and chalked it up to user error, although there might be more to it.

[Michael Sharp]

@Deen this is exactly what is happening as initially indicated but I want to disable this option or have the visibility as a manager to see why a request has been put on hold.

Mike.

[Deen]

@Michael Sharp It would also be worth checking that the default visibility is set to Team rather than owner:

[Michael Sharp]

Thanks @Deen however I want to either:

1. Be able to see on hold messages regardless of the view type set (as I am a System Admin/Helpdesk Manager)
2. Block the "owner" view type being set at all

How can I manage a helpdesk if I can't see the information?

Regards,

Mike.