GJ06 Posted December 8, 2023 Share Posted December 8, 2023 Hi all, Apologies if this is possible and I have missed a trick? As we have more departments on-boarding with Service Manager, when analysts log a call they see "all services" that are relevant to the subscriber as default from the drop down list. Can the default be changed so that the analyst logging the job has a view for only services they support? e.g. we are one organisation and all of our employees are subscribed to raise self service calls for ICT, HR, Estates & Facilities etc. But the Analyst logging the call will only be logging the call within the service they can help with and supporting team they work in... Could there be an option to have this and a toggle in settings to have it as default as well please? Link to comment Share on other sites More sharing options...
Steven Boardman Posted December 8, 2023 Share Posted December 8, 2023 @GJ06 I believe the following setting is what you are looking for: This affects only the agent experience, i.e customers will still see all their subscribed services on the employee portal. Please be aware, this is a Global setting and will affect all agents logging requests on the service form in intelligent capture, so ensure the supporting teams model for your services is in place before introducing. Link to comment Share on other sites More sharing options...
GJ06 Posted December 8, 2023 Author Share Posted December 8, 2023 Aha! Thank you @Steven Boardman, I will give it a try. Link to comment Share on other sites More sharing options...
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