Be able to see all of my company's ClientCare tickets

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dnicol
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dnicol
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dnicol
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29-04-2010

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.

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james_wawne
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james_wawne
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james_wawne
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30-04-2010

You can or rather should be able to see this via the help section - 'My incidents' option.

 

I think that you may need to be a supported user and or Admin - If it doesn't show ask client care.

 

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dnicol
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dnicol
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30-04-2010

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.

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james_wawne
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james_wawne
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james_wawne
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05-05-2010

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.

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benjamingaines2
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benjamingaines2
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benjamingaines2
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27-05-2010

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.

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dnicol
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dnicol
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27-05-2010

It sounds like this is "sort of" offered.  I dont want 1 person in my team of 4 to see everything, I want everyone to be able to see everything.

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benjamingaines2
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benjamingaines2
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benjamingaines2
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27-05-2010

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.

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dnicol
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dnicol
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27-05-2010

thanks