Hi I have the following four types of tickets which I need to be able to view within the same screen. 1. Open and locked by 1st line support (see locked tickets) Email generated, action taken but not yet closed ticket 2 New and locked by 1st Line support (see locked tickets) Email generated ticket, locked by help 3 New and unlocked (visible in queue view as this shows all unlocked tickets) Untouched ticket 4 Open and unlocked (visible in queue view as this shows all unlocked tickets) Ticket generated by 1st Line support emailing out Ticket types 1 + 2 can be seen together Ticket types 3 + 4 can be seen together But I need to be able to see them all Does anyone know if this is possible Thanks Dave
Bucke D.J. wrote : [...]
Ticket types 1 + 2 can be seen together Ticket types 3 + 4 can be seen together But I need to be able to see them all
Does anyone know if this is possible
Hello Dave, IMO the cause of your problem is, that locked tickets usally aren't shown in the queues. I know of 3 options to work around this : 1. Always display locked tickets in queues, configurable via SysConfig. => Bad idea, totally different workflow. 2. Use the StatusView feature, which shows in all tickets in a new StatusView queue regardless of lock status. Search for StatusView in SysConfig to activate this. 3. Use a search template and enable search templates in the toolbar. => Difficult, since lock status isn't yet a search criterion (listes as enhancement bug AFAIK). To work around this I always assign all unlocked tickets to a special account, so all tickets assigned to an agent must be locked. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
participants (2)
-
Alexander Halle -
Bucke D.J.