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Posted

Hi,

Could we please request to add a user's direct reports to the list of available user search fields? This is so they can request things that are for their team, without having access to see all users across our instance

image.png.f67a153371673ea12566c4804c31e717.png

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Posted

@will.good

This looks like what we classify as a small change which means we will roll that into the next SM update (might be the one after the current one in the pipeline) so a week or so it should be with you

Gerry

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Posted
1 minute ago, Gerry said:

@will.good

This looks like what we classify as a small change which means we will roll that into the next SM update (might be the one after the current one in the pipeline) so a week or so it should be with you

Gerry

Cheers - really appreciate that :)

Posted

Hi @will.good

Would this capture also be used in a non-portal capacity - i.e. an Analyst logging the ticket over the phone or from an email?
I'm just conscious of the fact that if you this is based on the session of the person logged in, then in that circumstance, when the analyst reached that particular question of the capture, this dropdown would present their direct reports, and not the customers direct reports. 
You would need to account for this in your capture build (i.e. potentially different questions based on the source of the call)

 

Posted
5 hours ago, Bob Dickinson said:

Hi @will.good

Would this capture also be used in a non-portal capacity - i.e. an Analyst logging the ticket over the phone or from an email?
I'm just conscious of the fact that if you this is based on the session of the person logged in, then in that circumstance, when the analyst reached that particular question of the capture, this dropdown would present their direct reports, and not the customers direct reports. 
You would need to account for this in your capture build (i.e. potentially different questions based on the source of the call)

 

Hi @Bob Dickinson This could be used in a non portal capacity for sure (although we are trying to more actively push people to use Self Service to request things)

I think in an ideal world it would be good if the IC could work to get the information of the customer (in both portal and analyst context when being logged), and then limit the results based on that. I'd imagine this is a much bigger ask though and possibly something for the future. I can't think of a scenario where an analyst would be logging a request for Person A for example, and need to have their (the analyst) session information returned, in my eyes it would make more sense for the IC to get the information of the person the IC is being logged for (selected in the Customer Search Node). The session information that is retrievable currently in the Decision node for example is useful - but only really in the context of this being logged over the portal...but I'm digressing...

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Separately, I have just noticed the checkbox under the Group Picker function

image.png.359f3ca2b284fe96cd96739aaed79037.png

If this makes the UI more consistent, we could use the existing search users options, but have this as an checkable option so that a person can only search their direct reports. Might be easier than adding a new option?

Posted

@will.good

This is not context specific, its a general IC function.  One of its input properties will be the userID, you can pass in either a varaible from the IC, or a session variable is the intention. So it should be huseful in multiple scenarios. 

Gerry

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