Topic by İpek Işık
Content
We have an privacy problem while adding a post to an existing incident on different interfaces.
We right clicked on post to create a new incident or add the post to an existing incident at first step
We selected Add Incident or Create Incident as a second step
Then we see a pop up search screen. It is calling "Incident Search" report I think. On that screen we could see all of the incidents which contact have on all different interfaces.
For example a contact have an incident on 1.Brand's Interface. And same contact sent another post for 2.Brand . And agent right clicked on post (on 2. Brand's interface) which comes from 2.Brand's public searches. "Incident Search" screen pop up and agent see the incident which is created on 1.Brand's interface. And selected it because agent think that contact has an existing incident on 2.Brand's Interface and he should append it to existing incident, bu the incident is belong to 1.Brand's interface, not to 2.Brand's interface. But could not understand that is belong to 1.Brand's interface.
And after that on the same incident, there are two post attached. One of them is belong to 2.Brand and the other one is belong to 1.Brand. We filtered all Incident reports by "incidents.interface_id" field as "Logged In" because agents must not see other interfaces' incidents.
We have to customize the report on pop up screen(screenshot:popup.png) and should filter the custom report by "incidents.interface_id" field as "Logged In" . But we could not find the way. Because it is not a workspcae. The pop up screen opens from cloud monitor. And we do not prefer to create a new dashboard instead of Cloud Monitor. Do you have any idea about that issue? It is a really critical issue for our privacy rules on interfaces.
Version
February 2013Image
