c.Support Community

When a user is allowed to view incidents from everyone in their department, they have to select each user and then see if they each have any open incidents.  There is no easy way for these people to see the open incidents that their staff has when they have over 100 people under them.  It would be very nice if they had two choices for viewing these incidents.  One by employee name, and one by ticket status. This is on the end user desktop, and does not involve the helpdesk reps.

 In the current release, c.Support v7.5, from the EUD, how incidents are viewed has been updated. Instead of just listing the names of those who you have rights to see, it is broken down by your association to those people. So if you have rights to see incidents for your company and department, when you view incidents, you can first select Department, then you see the peoples names listed and a View All for the department. When the list of incidents is displayed, you can then sort on the Status column.

If the list of customers for the selected area (company, department, etc) is greater than 20, for performance, you will be given a list of customers to view, as well as a View All option.

This is new in 7.5 and hopefully by using the All options and sorting on status provides a solution for you. If you are needing it to function differently, please let us know and we can review the request.

Thank you,

Lisa Kienle