Request form customiser and contact view, notes issue
I would just like to reiterate a problem that i think needs to be fixed as a high priority as it currently prevents us from allowing contacts to login to the system.
We have used the request form customiser to hide certain fields and information from contacts when they raise requests (when they have access). the problem being that once the request is raised this information can then be viewed by adding the appropiate column to their view.
For eample, we don't want our customers to know who their requests are currently assigned to because they will then try and contact the support rep directly and we have procedures in place that means they should have a single point of conact. Although they cannot set this information or even see this information when raising a request (due to the request form customiser), they just have to add the column to their list and they can see that information.
We should be able to prevent them from seeing any information we don't want them to see, especially when we have hidden it in the first place.
Support reps are also revealed when closing a request and adding a resolution. The system actually gives a clickable link to the support reps information allowing a contact to view all the information on a support rep.
A similar issue also applies for contacts when a support rep edits a private note. the information of what it said and what it changed to is put into the history log which the contact can see. As well as the names of support reps who make any changes to the request are all viewable by the contact.
Thanks
Dan
We have used the request form customiser to hide certain fields and information from contacts when they raise requests (when they have access). the problem being that once the request is raised this information can then be viewed by adding the appropiate column to their view.
For eample, we don't want our customers to know who their requests are currently assigned to because they will then try and contact the support rep directly and we have procedures in place that means they should have a single point of conact. Although they cannot set this information or even see this information when raising a request (due to the request form customiser), they just have to add the column to their list and they can see that information.
We should be able to prevent them from seeing any information we don't want them to see, especially when we have hidden it in the first place.
Support reps are also revealed when closing a request and adding a resolution. The system actually gives a clickable link to the support reps information allowing a contact to view all the information on a support rep.
A similar issue also applies for contacts when a support rep edits a private note. the information of what it said and what it changed to is put into the history log which the contact can see. As well as the names of support reps who make any changes to the request are all viewable by the contact.
Thanks
Dan