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Adding Profile Name (or Account Group) to the agent name in audit log

Accepted answer
edited Apr 11, 2019 8:03AM in Agent Desktop 9 comments


I was torn whether this should be in the 'Agent Desktop' section, or in the 'Analytics' section, but here goes...

We have many users of our OSvC instance, spread over different teams/departments, and it's difficult for agents to know who-is-who.

We'd like to show this person's 'role' in the incident audit log. So that if you're looking at an incident and "John Smith" has closed it, you would see "John Smith (Billing Dept)" or similar.

I tried simply adding profile id as a new column (with the table join being incidents > transactions > accounts > profile) but this adds-in many "deleted staff account" entries against users who have most definitely NOT been deleted!!


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