Business Unit and Job Type Limits Not Being Honored

[rshultz]

I had an issue where someone was able to select job type that isn't associated with a business unit. Basically, I have a form that triggers based on a specific job type.  That job type is limited to a specific business unit.  For example:

• Business Unit: Residential - Door Installation
• Job Type: Residential - New Door Install

When I go into the Job Type, I only that that business unit selected.  But if I go to the Call screen, I can book a job under "Residential - Service & Repair" and select the Job Type of "Residential - New Door Install" even though that job type does not have "Residential - Service & Repair" allowed in the configuration.  

Working with support, they indicated that this is how it is supposed to work.  I do not believe that makes any sense.  The context help bubble indicates that it should work how I am describing it.  Looking for some insight.

[DanielleT · Accepted solution]

At the point you are at, I would bring this to my CSM. To get directly to them, if you do not already have their contact information, or are unsure who to reach out to, you would find it on the bottom right of your Titan Advisor. (The page you go to with the rocket ship on the top right by settings). The ideas got moved to the knowledge base, I included the link to that, as well.
Knowledge Base 

[rshultz]

Unfortunately, I don't have an actual CSM listed.  It just isn't available to me as I am part of a franchise and our CSM isn't listed.  I will attempt to reach out and escalate with support.  The other information, I appreciate it.

[DanielleT]

If you have a job type limited to specific business units, then from the call booking screen a CSR should only ever be able to select one of the business units assigned to that job type. With support sometimes I have found it helpful to send over a screenshot of what I am seeing, and also screenshots from that context bubble to show that it is not performing as explained in those bubbles. 

[rshultz]

I appreciate the confirmation.  This isn't working this way.  The tech support person (after sharing many screenshots) still indicated that this was the intended functionality.  They suggested I open an Idea, which I can't locate any more.  Saw that the Idea functionality was moved from the community.  Any way to raise this via this area to an actual ST employee or am I raising another support request?