Request: The client has reached out to us with an issue with viewing the folders.
Verification/checklist:
- We must check if the mentioned folders were mapped to the employee.
Case 1: if the mentioned folders were not mapped to the employee.
- If the folder was not mapped to the employee, the folders will not be visible. We can check if the mentioned folders were mapped to the employee by going to the Employee tab>Employee search>Employee profile>Edit employee>Folder privilege for the employee.
.png)
.png)
.png)
.png)
- If the folder was not mapped to the employee we can go ahead and take a confirmation from the client and gather the exact folder names to be mapped to the employee and make the changes by selecting the folders from the “Folder privilege for the employee” from the employee profile page.
Template (To be used for gathering more information before making the changes):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with viewing the folders.
We would like to inform you that the folders would appear only if they have been mapped to the employee.
Please provide us with the following information so that we can make the necessary changes after reviewing the account:
- Name of the Folders to be mapped.
If you have any questions regarding this email please feel free to reach out to us.
Regards,
XXXX
Template (To be used after making the changes):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with viewing the folders.
We have gone ahead and made the necessary changes and we are now able to see that the folders are reflecting for the mentioned employees.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Case 2: When the employee was provided access to specific folders but they are able to view all the folders while disposing the ticket:
- In this case, the employee is able to view all the folders while disposing of the ticket even though the Folder privilege was not provided to the employee.
- We can go ahead and enable a partner resource “IS_SHOWING_ONLY_PRIVILEGE_FOLDER” in order to restrict access to the folders so that the mapped folders are visible to the employees.
.png)
.
Resolution Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the visibility of all folders while disposing the ticket.
We have gone ahead and made the necessary changes and you will now be able to see the mapped folders.
If the changes do not reflect on your account, we request that you clear the browser cache and check if the issue persists.
Steps to clear the browser cache:
- On your computer, open Chrome.
- At the top right, click More:
- Click More tools> Clear browsing data.
- At the top, choose a time range. To delete everything, select All time.
- Next to "Cookies and other site data" and "Cached images and files," check the boxes.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards
,
XXXX
Action:
- Complete the Verification.
- Follow the mentioned procedure based on the request.
- If the issue persists after following the validation process and mentioned procedure the issue must be raised on JIRA || Team P
Acknowledgement Template (When the issue is forwarded to the technical team):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with viewing the folders.
We have forwarded your issue to the concerned team. We will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
Related Links :
