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Unable to Edit Title and Department

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  • 1.  Unable to Edit Title and Department

    Posted 03-19-2019 07:48
    No replies, thread closed.
    We and our customers are unable to edit the Title and department section on users profiles.

    This is happening to all our customers. 

    Does anyone know what changes have been implemented or is there a BUG .?

    #PlatformAdministration

    ------------------------------
    Roisin floyd
    Wren Data Ltd.
    ------------------------------


  • 2.  RE: Unable to Edit Title and Department

    Posted 03-19-2019 08:16
    No replies, thread closed.
    According to support: It's a BUG and development are working a solution.



    ------------------------------
    Roisin floyd
    Wren Data Ltd.
    ------------------------------

    Original Message


  • 3.  RE: Unable to Edit Title and Department

    Posted 03-19-2019 11:24
    No replies, thread closed.
    We also have numerous orgs affected by this.  Have raised a case with support.

    ------------------------------
    Braiden Woodward
    Foehn Ltd.
    ------------------------------

    Original Message


  • 4.  RE: Unable to Edit Title and Department

    Posted 03-22-2019 06:31
    No replies, thread closed.
    Still broken and no update from customer care.

    ------------------------------
    Braiden Woodward
    Foehn Ltd.
    ------------------------------

    Original Message


  • 5.  RE: Unable to Edit Title and Department

    Posted 03-23-2019 03:13
    No replies, thread closed.
    We are facing the same problem. I dropped the idea of raising a ticket with support due to previous experience with them. This will just add to our frustration. Lets wait for development to fix this issue. 

    Didn't support ask you to provide all sorts of logs and traces before letting you know this is a bug?

    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies - Dubai
    ------------------------------

    Original Message


  • 6.  RE: Unable to Edit Title and Department

    Posted 03-25-2019 08:42
    No replies, thread closed.
    Same issue here with not being able to edit Title or Dept.......In addition, "Location" area under user's profile is now blank for all and "Relationships" is blank for many. I submitted a ticket 3/22/2019.

    ------------------------------
    [Kevin] [Kirkpatrick] [Ministry Brands] [Unified Communications Administrator]
    [kevin.kirkpatrick@ministrybrands.com]
    [Lenoir City] [TN]
    ------------------------------

    Original Message


  • 7.  RE: Unable to Edit Title and Department

    Posted 03-26-2019 01:56
    No replies, thread closed.
    Same issue here. Plus we are using the "agent" section to modify the agent name during co-browsing session and we can't edit it anymore (can't see it through the menu).

    ------------------------------
    Mathieu Poulain
    AXA General Insurance Japan Limited.
    ------------------------------

    Original Message


  • 8.  RE: Unable to Edit Title and Department

    Posted 03-27-2019 09:31
    No replies, thread closed.
    Still have many orgs affected and no ETA from customer care yet.

    ------------------------------
    Braiden Woodward
    Foehn Ltd.
    ------------------------------

    Original Message


  • 9.  RE: Unable to Edit Title and Department

    Posted 03-27-2019 13:41
    No replies, thread closed.
    Hi All,

    Customer Care is aware of the issue and the development teams are actively engaged on the issue. Some recent permissions changes caused the issue where users with  correct permissions are unable to change others Name, Department, and Title.  This is impacting multiple customers.

    The fix for this particular bug is tentatively scheduled for the next UI build. 

    There is a workaround available to allow a user access to a prior UI where the bug is not present.  If immediate attention is required, please open a Customer Care case and include the business impact.  The workaround if used incorrectly could create other issues so we want to make sure the workaround is only used temporarily.   

    We do apologize for the inconvenience and look to have this functionality restored in the next UI update.


    ------------------------------
    James Hennessey
    Genesys - Employees
    ------------------------------

    Original Message


  • 10.  RE: Unable to Edit Title and Department

    Posted 03-27-2019 13:44
    No replies, thread closed.
    Hi @Jim Hennessey When would the next UI build be released? ​

    ------------------------------
    Braiden Woodward
    Foehn Ltd.
    ------------------------------

    Original Message


  • 11.  RE: Unable to Edit Title and Department

    Posted 03-27-2019 13:51
    No replies, thread closed.
    The UI builds typically go out weekly over the weekend.  It is anticipated to go out this coming weekend once all development coding passes.

    ------------------------------
    James Hennessey
    Genesys - Employees
    ------------------------------

    Original Message


  • 12.  RE: Unable to Edit Title and Department

    Posted 04-01-2019 16:32
    No replies, thread closed.
    Still not fixed for me. Anyone else?

    ------------------------------
    Ly Tran
    Cardinal Health 5, LLC
    ------------------------------

    Original Message


  • 13.  RE: Unable to Edit Title and Department

    Posted 04-01-2019 16:53
    No replies, thread closed.
    What are you still able to edit?

    Department editing has not been fixed yet, but name and title have.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 14.  RE: Unable to Edit Title and Department

    Posted 04-01-2019 17:00
    No replies, thread closed.
    Neither.

    ------------------------------
    Ly Tran
    Cardinal Health 5, LLC
    ------------------------------

    Original Message


  • 15.  RE: Unable to Edit Title and Department

    Posted 04-01-2019 17:01
    No replies, thread closed.
    I clicked on Edit View Mode usually to make these edits on their profile. I can't change this anymore

    ------------------------------
    Ly Tran
    Cardinal Health 5, LLC
    ------------------------------

    Original Message


  • 16.  RE: Unable to Edit Title and Department

    Posted 04-01-2019 17:08
    No replies, thread closed.
    Hi Ly,

    The UI build did go out as planned.   I checked the functionality in our test organization this morning and it was working correctly.  (I was previously able to replicate the issue of not being able to add a direct report so the fix did go out.).   Please make sure you have logged out and back into PureCloud to be certain that everything has reloaded cleanly and test again.

    If you are still encountering the issue please open up a Care case with your specific details so it can be evaluated.


    ------------------------------
    James Hennessey
    Genesys - Technical Account Manager
    ------------------------------

    Original Message


  • 17.  RE: Unable to Edit Title and Department

    Posted 04-01-2019 20:47
    No replies, thread closed.
    For us it seems partly fixed. However one thing we still can't do:
    As admin, go to a different user page and try to edit their name, department and title. It is still not possible. It is ok if it is our own user. It was working before.
    We updated the support with this info.

    ------------------------------
    Mathieu Poulain
    AXA General Insurance Japan Limited.
    ------------------------------

    Original Message


  • 18.  RE: Unable to Edit Title and Department

    Posted 04-02-2019 03:11
    No replies, thread closed.
    Hi... Ours was not fixed @ the time I left the office yesterday but can report that in the EMEA region on arriving this morning the functionality had returned overnight. Hope this helps<g class="gr_ gr_166 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation multiReplace" id="166" data-gr-id="166">....</g>

    ------------------------------
    Matt Calton
    Grove & Dean Ltd
    ------------------------------

    Original Message


  • 19.  RE: Unable to Edit Title and Department

    Posted 04-02-2019 11:43
    Edited by Ly Tran 04-02-2019 11:44
    No replies, thread closed.
    it works now!


  • 20.  RE: Unable to Edit Title and Department

    Posted 04-02-2019 13:37
    No replies, thread closed.
    Glad to hear and thanks for the follow up!

    ------------------------------
    James Hennessey
    Genesys - Technical Account Manager
    ------------------------------

    Original Message


  • 21.  RE: Unable to Edit Title and Department

    Posted 04-17-2019 12:13
    No replies, thread closed.
    I am still having this issue, cannot update title or department

    ------------------------------
    Ninette Elashry
    Tykans Group Inc
    ------------------------------

    Original Message


  • 22.  RE: Unable to Edit Title and Department

    Posted 04-02-2019 01:50
    No replies, thread closed.
    We have had this same issue for the best part of two weeks. As of 30 minutes ago, it seems to be fixed. We are now able to update an agent's surname, yet we couldn't do so this morning. 

    It might be worth another try now?

    Good luck!

    ------------------------------
    Tony Marcic
    Fair Work Ombudsman
    ------------------------------

    Original Message


  • 23.  RE: Unable to Edit Title and Department

    Posted 04-02-2019 09:28
    No replies, thread closed.
    Hi All, 

    Just wanted to let you know that the development teams were able to get the hot-fix for this pushed out last night. As of now, Name, Title, and Department should be able to be edited by users that have the directory:user:edit permission. If users are unable to edit these, please verify that said users have this permission included in any roles that may be applied to them. 

    If you have a case with Care open, those will be addressed accordingly. 

    Thanks!

    ------------------------------
    Adam Firestine
    Genesys - Employees
    ------------------------------

    Original Message


  • 24.  RE: Unable to Edit Title and Department

    Posted 04-02-2019 20:37
    No replies, thread closed.
    It's now working fine for us as well. Thanks.

    ------------------------------
    Mathieu Poulain
    AXA General Insurance Japan Limited.
    ------------------------------

    Original Message


  • 25.  RE: Unable to Edit Title and Department

    Posted 04-03-2019 09:21
    No replies, thread closed.
    Just a note, in case it matters to anyone:

    Users without the directory:user:edit permission will not be able to edit their own Name and Title.

    However, they can still edit their own Department. That is by design, per Development. There is no way to remove that ability without removing all rights to edit their own profile (which is assigned by default to everyone through the employee role).

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 26.  RE: Unable to Edit Title and Department

    Posted 04-03-2019 14:05
    No replies, thread closed.
    We still have the related issue where most users under "Direct Messages" are blank and show offline (but they are not offline).  Anyone else ?

    ------------------------------
    Ramsey
    ------------------------------

    Original Message


  • 27.  RE: Unable to Edit Title and Department

    Posted 04-03-2019 14:56
    No replies, thread closed.
    Hi Ramsey,

    Yes, that bug is still in production environments. There is a separate case open with the development teams to address that. If you have a case open with Care, please reference SERVOPS-6556 for that. The development teams are still in testing with it, but are seeing success with it in our lower environments. 

    Some customers (myself included), have seen success with refreshing the application (web app or desktop app) and/or logging out and back in to help mitigate this for the time being. 

    Thanks!

    ------------------------------
    Adam Firestine
    Genesys - Employees
    ------------------------------

    Original Message


  • 28.  RE: Unable to Edit Title and Department

    Posted 04-30-2019 05:22
    No replies, thread closed.
    Hi ... has anyone seen any recurring of the inability to add or to edit the Title and Department since the update to ver 1.0.0.8112 ?

    ------------------------------
    Matt Calton
    Grove & Dean Ltd
    ------------------------------

    Original Message


  • 29.  RE: Unable to Edit Title and Department

    Posted 04-30-2019 08:23
    No replies, thread closed.
    Not I.

    Also, 1.0.0.8112 is just Edge software. It would have no impact on the ability to edit a profile.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 30.  RE: Unable to Edit Title and Department

    Posted 04-30-2019 09:05
    No replies, thread closed.
    Hi Matthew, 

    Yes, some organizations are seeing this behavior. If you have a case open, please reference SERVOPS-6859, so we can follow up with the development teams on that. The behavior being described, is that when an individual types in either of those fields, the characters are removing themselves. Again, this is not related to any edge build version, but with the UI build that was released recently.

    Thanks!

    ------------------------------
    Adam Firestine
    Genesys - Employees
    ------------------------------

    Original Message


  • 31.  RE: Unable to Edit Title and Department

    Posted 04-30-2019 09:10
    No replies, thread closed.
    Thanks for the info - I have added the details you have provided and raised a ticket great feedback -

    ------------------------------
    Matt Calton
    Grove & Dean Ltd
    ------------------------------

    Original Message


  • 32.  RE: Unable to Edit Title and Department

    Posted 05-01-2019 10:23
    No replies, thread closed.
    We are currently having this issue as well as the issue where direct messages are all showing as blank offline users. I have found a way to create new users and edit the department and title to the user as you create them, but unfortunately this is only good for new users.

    In order to do this when you are making a new user you enter the full name and the email, but next you should also click on optional fields. You can enter in title manager department there. Once this is done you will not be able to make any other changes, but at least this is a start.

    ------------------------------
    Paul Torres
    Associated Credit Union of Texas
    ------------------------------

    Original Message


  • 33.  RE: Unable to Edit Title and Department

    Posted 05-01-2019 10:26
    No replies, thread closed.

    Good man!

     

    Ramsey Miller | IT Infrastructure Manager
    ACU of Texas     |  League City Corporate
    Phone/Fax  281.476.3517     | RMiller@acutx.org

     




    Original Message


  • 34.  RE: Unable to Edit Title and Department

    Posted 05-01-2019 10:39
    No replies, thread closed.
    @Paul Torres did you already do as Adam recommends above regarding adding the SERVOPS reference to a support case?

      ​Also, have you tried using the Bulk User Import to update existing users with Manager/Title/Department info? My org does not have the problem, so I can't test to see if that works.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 35.  RE: Unable to Edit Title and Department

    Posted 05-01-2019 11:02
    No replies, thread closed.
    Hi Paul, 

    We do have a separate bug open for the issue you're describing where direct messages are appearing blank and the development teams are working diligently to address that. 

    Concerning the issue where we are unable to edit the "Title" and "Department" fields, we do have another workaround available to accomplish that with current users. If you have an immediate use for that, please open a case with Care if you have not done so already. 

    Thanks!

    ------------------------------
    Adam Firestine
    Genesys - Employees
    ------------------------------

    Original Message


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