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

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Employee Replied

2/3/2016 at 3:57 PM

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

4/20/2016 at 1:30 PM

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

4/22/2016 at 9:14 AM

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

4/22/2016 at 9:24 AM

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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