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Former Member

Employee responsible

Hi All,

We are using service tickets and we have partner functions attached to the service ticket. We had employee responsible as one of the partner functions which we have removed from the service ticket now and we do not see employee responsible on the ticket.

However if we view this ticket on the agent inbox search or the fact sheet, the employee responsible still appears. Does anyone knows how we can remove it altogether so that it does not gets assigned and displayed anywhere on the agent inbox search or the fact sheet ?

Any helpful answers will be suitably rewarded..

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1 Answer

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    Former Member
    Sep 04, 2008 at 08:38 AM

    Hi,

    you need to change the following inbox customizing:

    IMG - Customer Relationship Management - Interaction Center Webclient - Agent Inbox - Map Item Attributes to Inbox Attributes - Map Business Transactions to responsible employees and Groups.

    The factsheet is also based on the inbox customizing.

    Regards,

    Gert

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