Michael Sharp Posted January 28, 2020 Posted January 28, 2020 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 Posted April 15, 2020 Author Posted April 15, 2020 Could anyone comment on this please? Real problem
Deen Posted April 17, 2020 Posted April 17, 2020 @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 Posted April 23, 2020 Author Posted April 23, 2020 @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 Posted April 30, 2020 Posted April 30, 2020 @Michael Sharp It would also be worth checking that the default visibility is set to Team rather than owner:
Michael Sharp Posted May 1, 2020 Author Posted May 1, 2020 Thanks @Deen however I want to either: Be able to see on hold messages regardless of the view type set (as I am a System Admin/Helpdesk Manager) Block the "owner" view type being set at all How can I manage a helpdesk if I can't see the information? Regards, Mike. 1
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