paynem@ijet.com wrote:
I am trying to understand the QueueView so I can understand how many open tickets there are, and who is working on them (owner). Why does the queueview only show "available" tickets versus "open" (not yet closed) tickets, and what criteria is used to determine if a ticket is available?
What is the best way to get an overview of several queues, to see: - How many tickets are open, - Who is working on them, and - Their subject/priority
I have created a search on the utilities page to get this data, but it is cumbersome (status= new, open, pending reminder, pending autoclose+/- for my queues).
Create your search criteria and the select "Yes, save it with name" at the bottom. That let's you save your search as a template. The next time you want that info, just select the template from the drop down at the top and hit search.
We are using version 1.2.3. I think an earlier version we used at least had an "open tickets" link on the utilties page. I wish I could make this my default page when I come into the tool (open tickets), or define a custom search as the default start page.
Thanks for any help you can provide. MMP
Open tickets is still available but has been commented out in the .dtl file (don't remember which one). You have to get into the source and uncomment it to make is show open tickets.