Enable Caller Selection across Customers

In the current Incident Management module, during the process of logging a new incident, users are required to select a customer from the system. This selection automatically filters the list of available callers, displaying only those who are associated with the specified customer. 

Objective  

The existing functionality restricts users to choose callers solely linked to the selected customer, which may not suit all operational scenarios. 

This change would enable more adaptable incident logging by accommodating various business needs that require interaction across different customer affiliations. 

Feature Overview  

To improve flexibility and user experience, it is proposed to modify the system to allow users to select any caller, regardless of the initially chosen customer.  

Use Case  

Flexible Selection of Callers Across Customers 

Customer and User Details:  

• Ryan (Caller) is associated with NovaTech IT (Customer) 

• Christie and Sam (Callers) are associated with Nove Tech Retail (Customer) 

Scenario:  

While logging a new Incident, all three Callers (Ryan, Christie and Sam) should be accessible for selection, regardless of customer selected as NovaTech IT or NovaTech Retail  

Workflow Description:  

Step 1: Select the check box Enable Caller Selection across Customers at Tenant Level Configuration under LOG INCIDENT ON BEHALF OF CUSTOMER/SUB CUSTOMERS section for Incident Management module.   

Step 2: Log an Incident for New User. 

Step 3: Select the Customer as NovaTech IT and attempt to search for user as Sam.  

Configuration  

To create achieve this functionality, perform the following steps:  

1. Navigate to Admin > Basic > Infrastructure > Tenant.  
   
   
2. Select the required Module as Incident Management.  
   
   
3. Click Configure Details. 
   
   
4. Navigate to General > LOG INCIDENT ON BEHALF OF CUSTOMER/SUB CUSTOMERS. 
   
   
5. Select the check box Enable Caller Selection across Customers to make all users available irrespective of the selected customer.  A sample screenshot is shown below: 
   
    
    Figure: Enable caller selection across the customer  
   
   
6. Click Submit.