3 Replies Latest reply: Jun 28, 2012 6:46 AM by Virginia Leandro RSS

Allowing clients to see who their ticket is assigned to

Bobby NameToUpdate

Hi again,

 

Is it possible to have the current ticket owner displayed somewhere in Self Service? I can see that I can make the Notes Action visible which will help, but would be great to make the assignee visible somewhere so the clients know who to chase.

 

Thanks,

 

Bobby

  • 1. Allowing clients to see who their ticket is assigned to
    Anne Brock

    I believe the reason it's not there is so that they DON'T chase after the assignee!

     

    I don't know of a way to add assignee; we'll see if anyone else knows of one. I would recommend putting in an RFE to have that as a configurable option...

  • 2. Allowing clients to see who their ticket is assigned to
    Bobby NameToUpdate

    Is that Request For Enhancement by any chance? How do I do that?

  • 3. Re: Allowing clients to see who their ticket is assigned to
    Virginia Leandro

    You can contact support via the following:

     

    Phone: 800-537-1813 or 713-918-2950

    Self Service URL: https://magickb.remedy.com/helpdesk

     

    Additionally, we do have this as an RFC (we just reviewed it yesterday as a matter of fact), but it's always good to track how many customers are requesting a given feature!

     

    Additionally as we were just talking about this internally over email (not sure what your skills are with Apex Triggers):

     

    1. Add a custom text field to the Incident object – for example "Assigned To" and make it read only to all profiles.
    2. Add the field to one of the Self Service Field Sets and assign the custom Self Service Visualforce form to the appropriate profiles.
    3. Using a small trigger, populate the name of the actual record owner to this field. Unfortunately this isn’t possible using a workflow because of a limitation in the platform.

     

     

    If you're not familiar with Apex Triggers and that type of thing we can always get you in touch with our Services group.

     

    Thanks!

     

    Virginia Leandro

    BMC Software