CSM/FSM Workspace - Toggle Domain broke after Vancouver Patch 9.2
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08-05-2024 06:07 AM
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 workspace UI does the ‘Toggle Domain’ capability NOT work correctly.
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 service desk business area has fully adopted the csm 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 service desk staff 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. - Kevin
Product Team converted our reported issue to a "defect" and it doesn't look like it will be addressed in Vancouver which deems Workspace useless for an MSP with domain separation.
Anyone else experiencing this issue? What's your workaround, if any?
Thanks,
LC
