Service Console - Substitutes
The visibility of requests in the Service Console does not work for Substitutes. This is an issue in the operational environment because the requests are "stuck" when someone is not available e.g. for an approval or service provider to action. Substitutes are working in the old individual tasks e.g:
Workplace Services/Service Desk/Business Manager/Approve Service Requests
Workplace Services/Service Desk/Service Provider/Accept/Decline Service Requests
Workplace Services/Service Desk/Service Provider/Issue/Complete Service Requests
It is critical that all these substitute functions are carried over to the Service Console.
Tommy du Toit
shared this idea
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Tommy du Toit
commented
Elodie, unfortunately no feedback via User Voice. I logged a ticket to Epura a while ago and the change was not approved. I am busy with another ticket directly to Eptura.
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Elodie Cantin-Legros
commented
Thank you for bringing this up! We are also facing this critical issue. Have you heard anything back from the vendor since posting in July?