Coffee Break: Join us on Wednesday, April 5th at 10am PT to chat with Ben Gaines, Director of Product Management for Adobe Analytics. Ben will be online to answer your Analytics and Adobe Summit questions.
As a supported user it would be nice to see all of the tickets submitted and open for my organization. We have a team of people who are responsible for Omniture problems and the process of staying on top of all the issues we open is challenging.
You can only see the issues "you opened". So basically when I am out on vacation for two weeks I have to give someone access to my account to follow up (thats a really bad idea) . We have serveral people both technical and on the analytics side who support our install.
I really need anyone in the team to be able to view, interact and follow up on open tickets.
Ah I see your problem - on that basis the current functionality does indeed fall short.
Arguably admin/supported users should be able to see all tickets raised or have the ability to configure such a setup from the admin console; so I agree with your call to change this.
I am pleased to report that this functionality is already available. Your Account Manager can set you up with the ability to see all of your organization's support tickets. Simply contact your AM and let him/her know that you are your company's primary supported user and need to be able to see other users' tickets.
Sorry; I should have been clearer: all of your supported users can be set up to see each others' tickets. (The word "primary" in my comment was misleading.) Everyone can take advantage of this feature.