Have Department Head view tickets from users in the department?
Hello, I think this is an easy question but seeing as how I don't know the anwer to it, I'll ask.
We just got Kace and are finializing the helpdesk now. Where I work there are various departments, and my boss wants the ability to have them view tickets from each of their members. In AD they're all in groups according to department, so i was thinking there should be a way to organize it like that?
Ideally I'd like them (the department heads) to log into the helpdesk portal and see all tickets from all users in their area.
However, I'll be happy with just a report that can be created once a month or something like that. However, I'd need it set up by AD group, not user-manual name entry, since we hire and fire people.
Thanks in advance!
Community Chosen Answer
I created a report to show tickets sorted by department. We have a custom field called department on the tickets. This one is for closed tickets, since our department heads wanted to know what issues had been popping up in their department. You can change it for open tickets, if that's what your heads want. I run it in CSV format and delete the other departments when the report is requested.
Concat(IF(Time_to_sec(HD_TICKET.TIME_CLOSED) >= Time_to_sec(HD_TICKET.TIME_OPENED), To_days(HD_TICKET.TIME_CLOSED) - To_days(HD_TICKET.TIME_OPENED), To_days(HD_TICKET.TIME_CLOSED) - To_days(HD_TICKET.TIME_OPENED) - 1), 'd ', Date_format(Addtime("2000-01-01 00:00:00", Sec_to_time(Time_to_sec(HD_TICKET.TIME_CLOSED) - Time_to_sec(HD_TICKET.TIME_OPENED))), '%kh %im')) AS TIME_OPEN,
HD_PRIORITY.NAME AS PRIORITY,
HD_CATEGORY.NAME AS CATEGORY,
HD_STATUS.NAME AS STATUS,
HD_IMPACT.NAME AS IMPACT,
MACHINE.NAME AS MACHINE_NAME,
WHERE HD_TICKET.OWNER_ID = USER.ID), ' Unassigned') AS OWNER_NAME,
WHERE HD_TICKET.SUBMITTER_ID = USER.ID) AS SUBMITTER_NAME,
HD_TICKET.CUSTOM_FIELD_VALUE5 AS DEPARTMENT
LEFT JOIN HD_CATEGORY
ON HD_CATEGORY_ID = HD_CATEGORY.ID
LEFT JOIN HD_STATUS
ON HD_STATUS_ID = HD_STATUS.ID
LEFT JOIN HD_PRIORITY
ON HD_PRIORITY_ID = HD_PRIORITY.ID
LEFT JOIN HD_IMPACT
ON HD_IMPACT_ID = HD_IMPACT.ID
LEFT JOIN MACHINE
ON HD_TICKET.MACHINE_ID = MACHINE.ID
WHERE HD_STATUS.STATE = 'closed'
AND HD_TICKET.TIME_CLOSED > DATE_SUB(NOW(), INTERVAL 31 DAY)
ORDER BY DEPARTMENT, HD_PRIORITY.ORDINAL, HD_CATEGORY.ORDINAL, HD_STATUS.ORDINAL, HD_IMPACT.ORDINAL