topic Re: Attention - be aware of the customer reference field ! in General Topics

Attention - be aware of the customer reference field !

G_W_Albrecht — Thu, 23 Apr 2020 09:23:29 GMT

When working with technical tickets in CP UserCenter, you have to enter new posts in the field represented by the light-grey text Share an update...

Waiting for a response to an update, i had a look inside the ticket and found see that the last update had been entered in Customer Reference instead ! What that means ? This is internal customer information that anyone can see who has enough rights in this UserCenter. But intentionally, CP will not see it...

I had made the mistake some days before myself, but realized that something was different and corrected the mistake.

A customer reference field is highly appreciated, but maybe put it somewhere else with no danger of mixups ?

Re: Attention - be aware of the customer reference field !

Maarten_Sjouw — Thu, 23 Apr 2020 09:52:57 GMT

This field has been there for a while now, positioning is indeed a bit strange in this view.
We requested this field to be used by our techies as we have a lot of customer equipment (owned by us and managemed by us) in the same usercenter, making it hard to find ticketes related to a specific customer.

Re: Attention - be aware of the customer reference field !

G_W_Albrecht — Thu, 23 Apr 2020 11:42:34 GMT

Yes, position is more than a bit strange. It is all very clear if the field is USED; then it just display the reference on top and it will not change without someone changing it. But when it is and has never been used at all, there is some danger. Of course, one must be in a hurry to mix them up, but our job forces very quick actions under high pressure sometimes...