Idea ID: 1789568

Make the auto-set value in the Owner field configurable (Live Support)

Status : Waiting for Votes
Waiting for Votes
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over 2 years ago

When creating a new request using Live support, the current user is set as owner automatically.
The value is actually set as soon as you click on "Live Support"/Rendering and w
e are not able to change this behavior.
It seems like this value is set in a code not accessible from smax gui.

Many requests created in Live Support are not resolved at first contacts. Then best practice is to assign the request to an assignment group, not a person. And customers have to manually remove the value in the owner field before saving the request.

We needs this functionality to be a part of rules accessible for us to change. Then customers can choose if they want this value automatically set or not.

 

Tags:

  • The customers I am working for don't like this either. Most often the people in Live Support is just registering the call, and then assign the request to a group. They find it annoying to have to delete themselves from the owner field.

  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team