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Mason McCoy's Avatar

Mason McCoy

Incorporación 15 abr 2021

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Última actividad 22 feb 2024

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Mason McCoy hizo un comentario,

ComentarioTicket customization

Ditto to Marks' comment, we'll also need to be able to report on these fields in Explore. 

Ver comentario · Publicado 08 nov 2022 · Mason McCoy

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Mason McCoy creó una publicación,

Publicación Feedback - Ticketing system (Support)

Our current use case requires that only the Team Leader role has the permission to "add or modify groups & organizations" because these have a high impact on our ticket routing.

The Staff role has the permission to "Add, edit, and delete for all end users" but they do NOT have the "Can add or modify groups & organizations" permission.

Staff are able to update End User profiles to associate them with Organizations, which works as expected.

The problem is that they cannot update organizations on their own personal profile.

Our use case means Staff need to be associated with customer organizations in some cases, but only the Team Leader role can edit the organization on Staff user profiles.

This seems counterintuitive since Staff can edit the organization on an End User profile, but not on their own profile.

Please allow Staff to edit the organization on their own profile under the current permissions or make a change to the permissions structure that allows them to do so.

The current setup creates a bottleneck where Staff organization updates are bottlenecked with our Team Leaders.

Publicado 16 mar 2021 · Mason McCoy

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