c.Support Community

Now that you have the limit a Reps view based the groups they are assigned and the permissions they have, I think more views for My Group’s would be useful.

I currently use All Incidents By Status and Assignee, I was looking for a view similar to this for My Group’s and I don’t see one.

Hello Chilesju,

We currently provide 'My Group's' views for Incidents, Problems and Changes. In order to see those views, support rep should be given 'View My Groups' permission using  Configuration -> Support Representatives - > Profile dialog. Is this what you were looking for?

Regards,

Yevgeniya

I have the functionality setup and working great. However, when I setup a person to only view their Groups Incidents they lose a lot of good views that you get with if you have ability to view All Incidents.

For example: the view All Incidents By Status and Assignee is my favorite view.

This view is only available to the people that have the ability to view all, so a new view called: My Group’s Incidents By Status and Assignee would be very useful.

Hi Chilesju,

Looks like Yevgeniya has already passed along your feature request for more group views, so hopefully development can work that into a release soon.  Because we do have a wide variety of customers, each having their unique requirements in what types of views they have, it's pretty hard to have an exhaustive list of views that covers everyone. 

I can give you a sneak peek, though, and let you know that Development is working on a method whereby users can define their own views.  I can't say too much, lest I incur the wrath of the Development Team, but I have heard they intend to roll something like that out in the first half of 2009.

One way or another we'll hopefully get something into the software that will allow you to see the data the way you're wishing to see it.  Thanks again for the feature request.

Best wishes,
Eric