Workforce Engagement Management

Hi all, 

A user raised an issue with our internal team that was then raised to Genesys with an issue we seen that has occured since the synchronisation of time-off requests was automated. Since this was automated which is fantastic, any notes that are applied within those requests are not being copied accross with the request. Sometimes a note is put in by the agent as a reminder for what that day is for and sometimes admin will update the note to say who approved the request. However the note section is now pointless as it does not copy it across when approved manually or by the system. The genesys customer care team, indicated this is working as designed and wonder if anyone else has seen this issue. 

The system before automatic synchronisation always transfered the note, but now its not and appartely that is how it was designed. Bit stumped on this one so any thoughts or feedback would be welcome..

Hi Mike - 

Regarding this 'any notes that are applied within those requests are not being copied accross with the request', can you provide some insight. where are the notes/requests being copied to? Outside of Genesys Cloud? 

Hi all, 

A user raised an issue with our internal team that was then raised to Genesys with an issue we seen that has occured since the synchronisation of time-off requests was automated. Since this was automated which is fantastic, any notes that are applied within those requests are not being copied accross with the request. Sometimes a note is put in by the agent as a reminder for what that day is for and sometimes admin will update the note to say who approved the request. However the note section is now pointless as it does not copy it across when approved manually or by the system. The genesys customer care team, indicated this is working as designed and wonder if anyone else has seen this issue. 

The system before automatic synchronisation always transfered the note, but now its not and appartely that is how it was designed. Bit stumped on this one so any thoughts or feedback would be welcome..

Hi all, 

A user raised an issue with our internal team that was then raised to Genesys with an issue we seen that has occured since the synchronisation of time-off requests was automated. Since this was automated which is fantastic, any notes that are applied within those requests are not being copied accross with the request. Sometimes a note is put in by the agent as a reminder for what that day is for and sometimes admin will update the note to say who approved the request. However the note section is now pointless as it does not copy it across when approved manually or by the system. The genesys customer care team, indicated this is working as designed and wonder if anyone else has seen this issue. 

The system before automatic synchronisation always transfered the note, but now its not and appartely that is how it was designed. Bit stumped on this one so any thoughts or feedback would be welcome..

Hi Mike,

Thank you for bringing this up. I was talking with Lonny, and he showed me your original ticket. You are correct; it appears that the notes are not coming over when 'auto-sync' is enabled. To document this, would you mind submitting an idea through the portal? I'll grab it and add it to our list for future consideration. 

Idea portal: https://genesyscloud.ideas.aha.io/ideas/new

Hi all, 

A user raised an issue with our internal team that was then raised to Genesys with an issue we seen that has occured since the synchronisation of time-off requests was automated. Since this was automated which is fantastic, any notes that are applied within those requests are not being copied accross with the request. Sometimes a note is put in by the agent as a reminder for what that day is for and sometimes admin will update the note to say who approved the request. However the note section is now pointless as it does not copy it across when approved manually or by the system. The genesys customer care team, indicated this is working as designed and wonder if anyone else has seen this issue. 

The system before automatic synchronisation always transfered the note, but now its not and appartely that is how it was designed. Bit stumped on this one so any thoughts or feedback would be welcome..

Thank you Damaris, I am concious that each new idea takes up a vote and I would need to get permission to use a vote for this. Given this was orginally raised as a fault do you think we could raise this as a fault again to avoid using a vote for something that was working before the introduction of the auto sync?

------------------------------
Mike Morris
Product Manager - BCD

Original Message:
Sent: 09-26-2025 10:40
From: Damaris Scott
Subject: Notes within a Time-off Request

Hi Mike,

Thank you for bringing this up. I was talking with Lonny, and he showed me your original ticket. You are correct; it appears that the notes are not coming over when 'auto-sync' is enabled. To document this, would you mind submitting an idea through the portal? I'll grab it and add it to our list for future consideration. 

Idea portal: https://genesyscloud.ideas.aha.io/ideas/new

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management

Original Message:
Sent: 09-25-2025 05:06
From: Mike Morris
Subject: Notes within a Time-off Request

Hi all, 

A user raised an issue with our internal team that was then raised to Genesys with an issue we seen that has occured since the synchronisation of time-off requests was automated. Since this was automated which is fantastic, any notes that are applied within those requests are not being copied accross with the request. Sometimes a note is put in by the agent as a reminder for what that day is for and sometimes admin will update the note to say who approved the request. However the note section is now pointless as it does not copy it across when approved manually or by the system. The genesys customer care team, indicated this is working as designed and wonder if anyone else has seen this issue. 

The system before automatic synchronisation always transfered the note, but now its not and appartely that is how it was designed. Bit stumped on this one so any thoughts or feedback would be welcome..

#TimeOff,AbsenceManagement

------------------------------
Mike Morris
Product Manager - BCD
------------------------------

Hi Mike, No worries, I'll put in the idea. :)

Thank you Damaris, I am concious that each new idea takes up a vote and I would need to get permission to use a vote for this. Given this was orginally raised as a fault do you think we could raise this as a fault again to avoid using a vote for something that was working before the introduction of the auto sync?

Hi Mike,

Thank you for bringing this up. I was talking with Lonny, and he showed me your original ticket. You are correct; it appears that the notes are not coming over when 'auto-sync' is enabled. To document this, would you mind submitting an idea through the portal? I'll grab it and add it to our list for future consideration. 

Idea portal: https://genesyscloud.ideas.aha.io/ideas/new

Hi all, 

A user raised an issue with our internal team that was then raised to Genesys with an issue we seen that has occured since the synchronisation of time-off requests was automated. Since this was automated which is fantastic, any notes that are applied within those requests are not being copied accross with the request. Sometimes a note is put in by the agent as a reminder for what that day is for and sometimes admin will update the note to say who approved the request. However the note section is now pointless as it does not copy it across when approved manually or by the system. The genesys customer care team, indicated this is working as designed and wonder if anyone else has seen this issue. 

The system before automatic synchronisation always transfered the note, but now its not and appartely that is how it was designed. Bit stumped on this one so any thoughts or feedback would be welcome..

Hi Mike, No worries, submitted the idea: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-607

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management

Original Message:
Sent: 09-26-2025 10:52
From: Mike Morris
Subject: Notes within a Time-off Request

Thank you Damaris, I am concious that each new idea takes up a vote and I would need to get permission to use a vote for this. Given this was orginally raised as a fault do you think we could raise this as a fault again to avoid using a vote for something that was working before the introduction of the auto sync?

------------------------------
Mike Morris
Product Manager - BCD

Original Message:
Sent: 09-26-2025 10:40
From: Damaris Scott
Subject: Notes within a Time-off Request

Hi Mike,

Thank you for bringing this up. I was talking with Lonny, and he showed me your original ticket. You are correct; it appears that the notes are not coming over when 'auto-sync' is enabled. To document this, would you mind submitting an idea through the portal? I'll grab it and add it to our list for future consideration. 

Idea portal: https://genesyscloud.ideas.aha.io/ideas/new

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management

Original Message:
Sent: 09-25-2025 05:06
From: Mike Morris
Subject: Notes within a Time-off Request

Hi all, 

A user raised an issue with our internal team that was then raised to Genesys with an issue we seen that has occured since the synchronisation of time-off requests was automated. Since this was automated which is fantastic, any notes that are applied within those requests are not being copied accross with the request. Sometimes a note is put in by the agent as a reminder for what that day is for and sometimes admin will update the note to say who approved the request. However the note section is now pointless as it does not copy it across when approved manually or by the system. The genesys customer care team, indicated this is working as designed and wonder if anyone else has seen this issue. 

The system before automatic synchronisation always transfered the note, but now its not and appartely that is how it was designed. Bit stumped on this one so any thoughts or feedback would be welcome..

#TimeOff,AbsenceManagement

------------------------------
Mike Morris
Product Manager - BCD
------------------------------

@Damaris Scott Do you know if there is a way that we can use specific permissions for the ability to view the notes in a time off request on the schedule? We want our supervisors to be able to see the notes, but we do not want our leads to see them. 

Hi Mike, No worries, submitted the idea: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-607

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management

Original Message:
Sent: 09-26-2025 10:52
From: Mike Morris
Subject: Notes within a Time-off Request

Thank you Damaris, I am concious that each new idea takes up a vote and I would need to get permission to use a vote for this. Given this was orginally raised as a fault do you think we could raise this as a fault again to avoid using a vote for something that was working before the introduction of the auto sync?

------------------------------
Mike Morris
Product Manager - BCD

Original Message:
Sent: 09-26-2025 10:40
From: Damaris Scott
Subject: Notes within a Time-off Request

Hi Mike,

Thank you for bringing this up. I was talking with Lonny, and he showed me your original ticket. You are correct; it appears that the notes are not coming over when 'auto-sync' is enabled. To document this, would you mind submitting an idea through the portal? I'll grab it and add it to our list for future consideration. 

Idea portal: https://genesyscloud.ideas.aha.io/ideas/new

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management

Original Message:
Sent: 09-25-2025 05:06
From: Mike Morris
Subject: Notes within a Time-off Request

Hi all, 

A user raised an issue with our internal team that was then raised to Genesys with an issue we seen that has occured since the synchronisation of time-off requests was automated. Since this was automated which is fantastic, any notes that are applied within those requests are not being copied accross with the request. Sometimes a note is put in by the agent as a reminder for what that day is for and sometimes admin will update the note to say who approved the request. However the note section is now pointless as it does not copy it across when approved manually or by the system. The genesys customer care team, indicated this is working as designed and wonder if anyone else has seen this issue. 

The system before automatic synchronisation always transfered the note, but now its not and appartely that is how it was designed. Bit stumped on this one so any thoughts or feedback would be welcome..

#TimeOff,AbsenceManagement

------------------------------
Mike Morris
Product Manager - BCD
------------------------------

Hi Mike, No worries, submitted the idea: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-607

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management

Original Message:
Sent: 09-26-2025 10:52
From: Mike Morris
Subject: Notes within a Time-off Request

Thank you Damaris, I am concious that each new idea takes up a vote and I would need to get permission to use a vote for this. Given this was orginally raised as a fault do you think we could raise this as a fault again to avoid using a vote for something that was working before the introduction of the auto sync?

------------------------------
Mike Morris
Product Manager - BCD

Original Message:
Sent: 09-26-2025 10:40
From: Damaris Scott
Subject: Notes within a Time-off Request

Hi Mike,

Thank you for bringing this up. I was talking with Lonny, and he showed me your original ticket. You are correct; it appears that the notes are not coming over when 'auto-sync' is enabled. To document this, would you mind submitting an idea through the portal? I'll grab it and add it to our list for future consideration. 

Idea portal: https://genesyscloud.ideas.aha.io/ideas/new

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management

Original Message:
Sent: 09-25-2025 05:06
From: Mike Morris
Subject: Notes within a Time-off Request

Hi all, 

A user raised an issue with our internal team that was then raised to Genesys with an issue we seen that has occured since the synchronisation of time-off requests was automated. Since this was automated which is fantastic, any notes that are applied within those requests are not being copied accross with the request. Sometimes a note is put in by the agent as a reminder for what that day is for and sometimes admin will update the note to say who approved the request. However the note section is now pointless as it does not copy it across when approved manually or by the system. The genesys customer care team, indicated this is working as designed and wonder if anyone else has seen this issue. 

The system before automatic synchronisation always transfered the note, but now its not and appartely that is how it was designed. Bit stumped on this one so any thoughts or feedback would be welcome..

#TimeOff,AbsenceManagement

------------------------------
Mike Morris
Product Manager - BCD
------------------------------

This is exactly what we are seeing. If you get offered the manual sync it copies across which was leading us to believe it was an intermittent issue. Interesting that the field is called Notes in the request and Description in the schedule. Thanks for raising the idea.

Hi Mike, No worries, submitted the idea: https://genesyscloud.ideas.aha.io/ideas/WESCH-I-607

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management

Original Message:
Sent: 09-26-2025 10:52
From: Mike Morris
Subject: Notes within a Time-off Request

Thank you Damaris, I am concious that each new idea takes up a vote and I would need to get permission to use a vote for this. Given this was orginally raised as a fault do you think we could raise this as a fault again to avoid using a vote for something that was working before the introduction of the auto sync?

------------------------------
Mike Morris
Product Manager - BCD

Original Message:
Sent: 09-26-2025 10:40
From: Damaris Scott
Subject: Notes within a Time-off Request

Hi Mike,

Thank you for bringing this up. I was talking with Lonny, and he showed me your original ticket. You are correct; it appears that the notes are not coming over when 'auto-sync' is enabled. To document this, would you mind submitting an idea through the portal? I'll grab it and add it to our list for future consideration. 

Idea portal: https://genesyscloud.ideas.aha.io/ideas/new

------------------------------
Damaris Scott
Senior Product Manager, Workforce Management

Original Message:
Sent: 09-25-2025 05:06
From: Mike Morris
Subject: Notes within a Time-off Request

Hi all, 

A user raised an issue with our internal team that was then raised to Genesys with an issue we seen that has occured since the synchronisation of time-off requests was automated. Since this was automated which is fantastic, any notes that are applied within those requests are not being copied accross with the request. Sometimes a note is put in by the agent as a reminder for what that day is for and sometimes admin will update the note to say who approved the request. However the note section is now pointless as it does not copy it across when approved manually or by the system. The genesys customer care team, indicated this is working as designed and wonder if anyone else has seen this issue. 

The system before automatic synchronisation always transfered the note, but now its not and appartely that is how it was designed. Bit stumped on this one so any thoughts or feedback would be welcome..

#TimeOff,AbsenceManagement

------------------------------
Mike Morris
Product Manager - BCD
------------------------------