Skip to main content
jlicciardello
jlicciardello
Contributor ⭐️⭐️⭐️⭐️
August 13, 2020
New Idea

Let Super Admins Have Ultimate Control over Timeline Entries

Related products:CS Timeline & Activity Tracking
  • August 13, 2020
  • 16 replies
  • 333 views

Currently a super admin has no control over timeline entries, only the creator of the timeline entry has the ability to edit. This presents a big problem if the timeline entry is erroneous or forward looking (expecting of future edits) and the CSM originator of the entry leaves the company or is otherwise unable/unwilling to edit the entry. The timeline entries can be super helpful for reporting purposes, but to maintain accuracy of reports there needs to be the ability to edit these entries (by a super admin, or at least re-assigned to current CSM). 

    16 replies

    Show previous replies
    taylorklekamp
    Contributor ⭐️⭐️⭐️
    August 25, 2022

    We are running into skewed metrics due to a former employee having unresolved timeline entries (we use a checkbox to indicate when an escalation event is resolved). This functionality would be very helpful for us. Thanks!

    Bhawya
    Helper ⭐️⭐️⭐️
    August 25, 2022

    @taylorklekamp We understand the importance of this feature but has not been picked up until now due to other items. We are discussing this item, once I have clarity on the timeline will update this thread.

      alizee
      alizee
      VIP ⭐️⭐️⭐️⭐️⭐️
      August 26, 2022

      +1 on this.

      The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
      rachelhibbardtmo
      rachelhibbardtmo
      Contributor ⭐️⭐️⭐️⭐️
      October 2, 2023

      Yes please! We just ran into this being a HUGE issue when trying to create milestones via the rules engine. You are NOT able to set custom multi-select picklists on timeline activities via the rules engine, and a timeline created by the Rules Engine is technically created by “System Administrator” and cannot be updated to populate this fields.

       

      I’d take any of the following options:

      1. A Super Admin can edit any timeline entry
      2. A Super Admin can edit timeline entries created by “System Administrator”
      3. Any user can edit timeline entries created by “System Administrator”
      4. Any user can edit any timeline entry
      dayn.johnson
      dayn.johnson
      VIP ⭐️⭐️⭐️⭐️⭐️
      October 2, 2023

       

      You’ve got my vote!

      This feels like a permission that:

      • Super admins and admins should have edit rights on all timeline entry (including those created by ‘system admin’)
      • Select power users (assigned a ‘timeline edit permission’ ) should get edit rights on all timeline entries (including those created by ‘system admin’)
      • Timeline entries created by a user should have that ‘created by’ tag updated to whichever user is reassigned a former user’s accounts and CTAs (similar to how Gsuite handles user transitions for files, recurring meetings, etc.)

      Timeline entries should absolutely be able to be edited by other users without having to be re-assigned to a new owner.

      Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member
        ltsponhour
        ltsponhour
        Contributor ⭐️⭐️⭐️⭐️
        January 19, 2024

        Ability to edit timeline entries would also be helpful with the issue identified in this idea: 

        which is bedeviling our CSMs. If I as an admin could edit all timeline entries, it would eliminate a lot of back and forth on email and Teams. 

        Terms & ConditionsAccessibility statement