DavidH asked a question.
With the old community, I used to be able to see all the support cases for my organisation. However, on the new community it looks like I can only view my own cases.
Would it be possible to reinstate that? We really need a way to see all our support tickets.
Thanks, David
I was just wondering if Snow could comment on this? @Caitlin Clifford​
We really need to be able to see all our support tickets, at the moment I can only see the tickets I have logged personally and it's making it difficult for us to support the product internally. Can anything be done?
Thanks, David
Hi David,
I will make a change right now on yours and Sam's accounts, to be able to see the cases again.
Please check it later to see if it resolved the issue you mentioned.
Cheers,
Ester
Hi @Ester_locked Memoli(Retired)​
Thanks! I now have an "Account Management" option on the menu, but when I click it this message appears:
"Unfortunately, the related list you're trying to view isn't in the layout. Please get in touch with your administrator."
Does something else need to be enabled before that option works?
Thanks again. David
Not that I am aware of. Maybe you could try logging off and on again?
If this doesn't help, we may need further advises from @Tom Boyle​
Please let us know the outcome
thanks
Hi @Ester_locked Memoli(Retired)​ and @Tom Boyle​
It is still the same after logging out and back in. Maybe you can have another look for me.
Thank you! David
Hi David
To view cases you go through the same process as before, under the Support menu header select "My cases".
Now that @Ester_locked Memoli(Retired)​ has granted you access you will be able to see your cases alongside your colleagues cases.
Kind regards
Tom Boyle
Hi @Tom Boyle​
Yes, I can see all our cases after the change @Ester_locked Memoli(Retired)​ made.
I also want to allow other people in our Organisation to see all the cases. But when I go to the "Account Management" option on the menu, I only get this message:
"Unfortunately, the related list you're trying to view isn't in the layout. Please get in touch with your administrator."
Can that be fixed, so that I can grant access to others please?
Thanks, David
Hi @Ester_locked Memoli(Retired)​, @Tom Boyle​,
Would it be best if I logged a support ticket for the Account Management problem? I am keen to use that feature, there are other people who need to see all the tickets. Thanks!
David
Hi David,
as I don't have further suggestions to provide on technical side to solve the issue, what I can do now is to manually flag your colleagues accounts (please send me an email, for privacy reasons).
@Tom Boyle​ should David open a case or is there something else I/we can check in his account?
Thanks
Cheers,
Ester
Hi David,
that menu is not working at moment, so it "works" as expected. To manage your colleagues accounts, please navigate in the Cases and select the Contact.
Regards,
Ester
We've now added a Contact list to the Account Management page so that you can view all Contacts against your Account.
This page is only visible to those granted with Portal Super User access which can be granted by a Snow employee knowledgeable on your account, such as your Account Owner or CSM.