Queue number problem after latest upgrade
Problem reported by Curts Tollin - August 1, 2018 at 5:02 AM
Resolved
I just upgraded SmarterTrack to 14.1.6781 last night and noticed that the queue numbers are wrong on some of our departments in the Global Tickets area. Is this a known issue or is there a fix? I attached a screenshot of an example. Thanks, Ryan
 

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Andrew Barker Replied
Employee Post
We are aware this issue, and are currently working on a fix. In our testing, it only seems to affect users with the Administrator role, and only if they are not a member of a group that belongs to a department with the "Allow all agents to see the contents of this department" setting disabled.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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Curts Tollin Replied
Ok, thanks!
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Curts Tollin Replied
We are now on build 6922 Dec. 14th and now this is even worse. Is this still being worked on or is there something I can do to fix this on our side?
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Andrew Barker Replied
Employee Post
To resolve this issue, we adjusted the global views so that all tickets are visible to agents with the administrator role, regardless of group membership. If you are still seeing a discrepancy between the count and the visible tickets, it might be best for you to open a ticket so that we can arrange to get a look at your SmarterTrack instance.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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Curts Tollin Replied
Is there an option to change so Administrators can only see tickets for which groups they belong to or can that be added? I really don't like seeing all tickets. 
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Derek Curtis Replied
Employee Post
Curts

The solution would be to create a new admin user then remove the admin role from your particular agent. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278

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