You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Agent and multiple account groups

Received Response
edited Dec 8, 2015 5:56AM in Reporting & Analytics for B2C Service 5 comments



We are in process of replacing CRMOD service module with RightNow.

In CRMOD a service user could be part of multiple groups and would only be able to view incidents associated to that group. We are trying to replicate that in RN. 

Iam aware of creating a nav set and report (with fix filter on groups) to mimic this.However, we are looking at 500+ users.Basically I want to replicate below SQL statement through RN analytics

SQL>Select * from incidents where assigned group = Logged In agent groups**

** Iam fine with an agent custom field having comma seperated group id like 102110,102112,102113 at each user level

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!