This should be a easy 10 pointer.. I am using SD 5.0 SP1. The Refresh is not available in the SD client for the user... its showing it has greyed out.. Is there any field in the Roles that I have to enable it ? Also, i have defined a workgroup view in which the calls assigned to engineers is displayed under their names.. so when a engineer one changes the assignment to another one in the same group, it does not show it immediately under his queue, instead a refresh needs to be done... do I have to build a UI rule for this as well ?
Yes, thats the only option available left for me. But I was wondering why Service today was never given an option to have it manually refreshed, considering lot of Helpdesk Personnel, would ideally be using this most of the time.