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Topic

    Julie F
    Contacts for the logged in user when not using incidentsAnswered
    Topic posted June 20, 2019 by Julie FBronze Trophy: 5,000+ Points, tagged Browser UI, Service Console 
    35 Views, 3 Comments
    Title:
    Contacts for the logged in user when not using incidents
    Summary:
    We want to show all the contacts for the logged in user - we are not using incidents
    Content:

    We have 'supervisors' who have assigned clients.

    Every so often the client's data updates by way of an API after they complete some training on the elearning platform. The staff will be emailed when this happens. Daily they will want to look at all their list of clients and enter some feedback in custom training records (on OSvC) linked to the client. 

    The clients do not interface with the system directly, a contact record was created for them when they signed up to their first training which then created the training account for them by way of an API, which is why we have only used Contacts.

    The staff can search for their contacts by entering their name or selecting it from a dropdown but is there a way that the Contacts report can pick this up directly and display just their contacts as soon as the supervisor logs in? The clients contact record has the name of their supervisor in a custom field.

    Best Comment

    Sebastiaan Draaisma

    If you use the out of the box field to show to whom the contact has been assigned (contacts.sales_acct_id) then you could do this through a filter. If you use a custom field for this you will have to work with a custom script

    Comment

     

    • Sebastiaan Draaisma

      If you use the out of the box field to show to whom the contact has been assigned (contacts.sales_acct_id) then you could do this through a filter. If you use a custom field for this you will have to work with a custom script

    • Gursimran Singh Saini

      Doable. But you will have to make a small change.

      You must store Supervisors of Contacts in an Account field.
      We have a standard Sales Account field in Contact table.
      Could you please map supervisors are Sales Accounts of Contacts?

      Once this is done, you create a report of Contact records and add a Report Filter which says: contacts.sales_acct_id = Logged In

      This report will now display Contacts of the logged-in supervisor automatically.

    • Julie F

      Thanks guys. Both Best Answers so had to choose first one.