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
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,
 
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? 
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. www.smartertools.com
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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