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My Notes Last 7 Days in Service Console

Greg Barrass

We are using the Service Console and have a requirement for a dashlet showing the Notes for the Last 7 days for the logged in user. This necessitates a filter to specify the current user, but  the only option at the moment appears to be using the Assigned To User and specifying a user. which is not a viable solution. We need it to provide the Current User option.

If the existing option is used, any other user using the Service Console get no data displayed and a message to duplicate the Service Console which is not ideal when trying to roll out a consistent dashboard for all team members.

Am I missing something ?

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    Hi / ,

    I sure am hoping either of you can help with a very related situation as the originally reported one here by Greg. Sugar Services helped hone our processes after implementing Serve / Sell, so we have many PD defining how Customers and our Support Teams respond to ongoing Support Cases. Additionally, we use Cases for a variety of functions both internally and externally and via the Customer Support Portal (Services also customized). 

    issue is re: Customer-created Portal Cases (Customer Support Cases are not limited to only being created via the portal)

    If the Customer adds a Note ("External Note"), only the "Assigned to" of the related ACCOUNT is notified, not the Support person that is Assigned to the CASE. 

    When trying to set up dashlets to filter for these, the "My items" doesn't work, because the Notes come in Assigned to the Regional Sales Manager (the Assigned to on the ACCOUNT). 

    The Case's Status remains Pending / Waiting on Customer, because the Support Assignee has no idea the Customer has added the Note (Sales is unaware / is on the road, etc)

    I was told the is OOB Standard functionality, so any ideas how I can have these Notes be assigned to the Support Assignees and Cases don't fall through the cracks?

    Thanks for any help you might can offer!

    Missy Brooks

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  • 0

    Hi / ,

    I sure am hoping either of you can help with a very related situation as the originally reported one here by Greg. Sugar Services helped hone our processes after implementing Serve / Sell, so we have many PD defining how Customers and our Support Teams respond to ongoing Support Cases. Additionally, we use Cases for a variety of functions both internally and externally and via the Customer Support Portal (Services also customized). 

    issue is re: Customer-created Portal Cases (Customer Support Cases are not limited to only being created via the portal)

    If the Customer adds a Note ("External Note"), only the "Assigned to" of the related ACCOUNT is notified, not the Support person that is Assigned to the CASE. 

    When trying to set up dashlets to filter for these, the "My items" doesn't work, because the Notes come in Assigned to the Regional Sales Manager (the Assigned to on the ACCOUNT). 

    The Case's Status remains Pending / Waiting on Customer, because the Support Assignee has no idea the Customer has added the Note (Sales is unaware / is on the road, etc)

    I was told the is OOB Standard functionality, so any ideas how I can have these Notes be assigned to the Support Assignees and Cases don't fall through the cracks?

    Thanks for any help you might can offer!

    Missy Brooks

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