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Manage Employees Section Shows Wrong Role
Problem reported by Ben Santiardo - 2/3/2016 at 12:32 PM
Resolved
When you are in the "Manage Employee" section, I found that the "Role" displays incorrectly, showing Managers as Agents. The only role I see that display correctly is Administrator. Everyone else on my employee list shows up as Agent, which is incorrect.
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Ben Santiardo, Senior Programmer Analyst
Eastern Suffolk BOCES

4 Replies

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Employee Replied
Employee Post
Hello Ben,
I looked in our local install and confirmed it is happening here as well. I added this to the bugs list to be fixed so that manager will show as expected in future versions.
Thank you,
 
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Gina Morgan Replied
Is this the reason my Manager's can't see all tickets assigned to their Department or do I have something set incorrectly elsewhere? 
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Derek Curtis Replied
Employee Post
Gina, in order for a Manager to see the tickets and chats for all agents in a Group -- and in order for those Groups to show up in the tree view on the left -- they must be a part of that Group. So if your Department has 3 Groups in it, the Manager would need to be a member of all 3 Groups.

Alternatively, you can make a Department searchable via Advanced Search. That means that the entire Department can be searched without having someone be a member of each individual Group within that Department. The Groups won't show up in the tree view, but they can be searched.

I hope that helps.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Gina Morgan Replied
Actually, the agent I changed to Manager need to log out and log in, not just refresh.  It works as expected now. Thanks! 

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