Restricting requester view of their own calls
Weve been piloting SDP to allow us to tweak it to our own requirements. During this period we have not 'advertised' it to staff and as such have had the notifications for requesters turned off.
The natural progression now is to turn the notifications on so that
A) staff can log/post calls to SDP via email
B) They are automatically notified of ticte numbers on open and close.
Ideally I want to be able to provide requesters access to the user wbe view, but I dont want them to be able to see all of the narrative and supporting 'comment' that appears within the call body (entered by support staff). By default they can see all of the call content and I can see no way of making parts of the call not visible to the requester.
I can circmuvent this to some degree by customizing the notification templates so that the requesters get notified of the call ticket number on open and close, but NOT include a hyptertext link back to the call - if we dont advertise the web interface and they dont know its there, they wont look at call content.
This is not ideal - I would like them to be able to use the web interface, but only to see infromation from within call/fields that I determine. Is this possible ? If not are there any plans to implement ?
The natural progression now is to turn the notifications on so that
A) staff can log/post calls to SDP via email
B) They are automatically notified of ticte numbers on open and close.
Ideally I want to be able to provide requesters access to the user wbe view, but I dont want them to be able to see all of the narrative and supporting 'comment' that appears within the call body (entered by support staff). By default they can see all of the call content and I can see no way of making parts of the call not visible to the requester.
I can circmuvent this to some degree by customizing the notification templates so that the requesters get notified of the call ticket number on open and close, but NOT include a hyptertext link back to the call - if we dont advertise the web interface and they dont know its there, they wont look at call content.
This is not ideal - I would like them to be able to use the web interface, but only to see infromation from within call/fields that I determine. Is this possible ? If not are there any plans to implement ?