Topic by Cyrus
Content
We recently added a new channel and are now taking incidents from our mobile app using Public API > Connect Web Services – SOAP and assigned the existing channel called “MA Web”. Our regular incidents from Custom Portal come through the channel called “CSS Web”.
Too make it easier for agents to recognize whether the customer wrote in from our full site or mobile, we want to display names in the Incident workspace and the Queue report that are easier to understand.
To do this, our admin added fields to the Incident workspace and the Queue report to show the channel of origin for each incident. Per answer ID 6370 and an Oracle employee’s response to a 2011 community forum post, it’s possible to edit the name of channel. Our admin was unable to edit the actual channel name, so he added children to the Channels gave those custom names. Both the parent and child are showing the same ID #.
Parent – stock name | Child – custom name |
CSS Web | Online |
MA Web | Mobile |
We’re facing two problems in testing:
1) The child is displaying to Employee A in the Incident workspace while the parent is displaying to Employee B even though they both have the same profile and therefore same workspaces.
Employee A sees the child with custom names (Online & Mobile) = Good
Employee B sees the parent with stock names (CSS Web & MA Web) = Bad
Why is Employee B seeing the parent even though he has the same profile and workspaces as Employee A?
Oddly, we do not face this problem in the Incident report where both employees see the child with custom names.
2) The second problem is also in the Incident workspace where both employees see “No Channel” for the Customer input when the channel is actually MA Web/Mobile.
This is not a problem when the Channel is CSS Web/Online.
Why is the proper channel not displayed for the Customer input when the channel is MA Web/Mobile?
