Service Operation Workspace - Toggle Domain broke after Xanadu upgrade

[Lowell Coleman]

The platform UI works correctly when ‘Toggle Domain’ is used to change the query criteria from the current record domain to the current user domain.  Only in the SOW workspace UI does the ‘Toggle Domain’ capability NOT work correctly. We had the same issue in CSM/FSM Workspace after Vancouver Patch 9.2.

It seems more than a bit perplexing that the product’s 2 UI methods do not work in the same manner for this very important capability for an MSP company. Our tier 2/3 business area has adopted the SOW workspace as their primary user interface and NOT fixing this issue will greatly affect our ability to deliver service.  Use of the workspace UI makes our agents more efficient and effective and they can deliver results to our customers in a more timely manner.  Discontinuing the use of the workspace UI will directly affect their ability to work quickly and efficiently and, of course, re-training will be required.  This will definitely cost us time and money not to mention serious negative changes in customer satisfaction.

Product Team has stated that the issue will be addressed in Yokohama which deems SOW Workspace useless for an MSP with domain separation. And, the family upgrade isn't available until March. Absolutely no support from the account or product team. If this fix is in Yokohama then why not backport the fix in the next Xanadu patch? As it stands, SOW will remain unusable for us for almost half a year. Unacceptable.

Anyone else experiencing this issue? What's your workaround, if any?

Thanks,

LC