On Fri, 2004-04-30 at 15:59, Tyler Hepworth wrote:

L. Mark Stone wrote:

...

Unfortunately, this customer user sees no existing tickets when they log in. They only see tickets that they themselves create.

What have we done wrong?

The tickets that are displayed are determined by what is set in the field "CustomerID". If you want a manager to see tickets from multiple individuals, then CustomerID has to be the same in all of the tickets that come in - regardless of who they are from.

Let's use "Manager A" as an example:

Open up the Admin Area. Got to "Customer User". Find "Manager A's" profile. Click on change. In the customer id field, set it to something unique like "managerA" (boy aren't I creative). Then, every ticket that comes in (regardless of who it is from), has to have "managerA" set in the CustomerID field if you want "Manager A" to see those tickets.

So, do you mean that when every ticket comes in, the agent will manually have to change the Customer ID of that ticket? Is there a way to change the Customer ID for every existing ticket on a per queue basis? (We have thousands of tickets in our database already, so changing each one manually is not very attractive!) Thanks! Mark -- _____________________________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04101 Tel: (207) 772-5678 Web: http://www.rnome.com