Session variables in shared views

[Gareth Cantrell]

Is there any way we could create a shared view that references a session variable?

For example, "Owner" is "[[session.user]]"?

This would make our shared views "shareable" and relevant to the user using the shared view.

Currently, we would need to generate a passcode for each user and set this view up individually, which seems like a lot of unnecessary admin overhead.

[Steve Giller]

5 minutes ago, Gareth Cantrell said:

Currently, we would need to generate a passcode for each user and set this view up individually

Can you explain what you're trying to achieve here?

Also, could you clarify what you mean by "passcode"

[Gareth Cantrell]

In our previous tool, we could create share views with variables/functions such that the shared view was "personalised" to the person using it.

This would allow us to construct a set of standard views which could be documented and shared with agents. They were still free to create their own views, however there were *always* a set of standard views; eg.

• My Team - Active
• My Team - Unassigned
• My Team - Starters
• Assigned to Me - Active
• Assigned to Me - On Hold

Asking every agent to recreate a view based on criteria we give them is 1) error prone, and 2) will likely not get done by everyone, rendering our user manuals incorrect.

A suggestion was raised that we use the support passcode against each of our agents (over 100) to reconstruct views specific to them as we cannot create a shared view with variables.

[Steve Giller]

On 8/18/2023 at 9:44 AM, Gareth Cantrell said:

A suggestion was raised that we use the support passcode against each of our agents (over 100) to reconstruct views specific to them as we cannot create a shared view with variables.

You can only have one Support Passcode at any one time, and they have a maximum life of 72 hours, so I can't imagine how that could have any practical use. Aside from that the Passcode is designed as a troubleshooting tool to give Hornbill Support targeted and controlled access to the Instance and is not intended for Customer use.

I've flagged this as an Enhancement and will ensure that it is seen by Development.

[Gareth Cantrell]

The suggestion was to generate a support passcode for each user, configure the personalised view, generate a new support passcode for the next user, etc ... basically, extremely time consuming and would need to be done each time a new user is added, or any of the "standard" views need updating.

[Steve Giller]

I agree - would be quicker to show the View Config to each User and say to them "Create this View" to be honest.