I can’t seem to get any other choices in the help desk ticket “Owner” drop down accept “unassigned”. I’ve created the “All Ticket Owners” label, assigned it to the appropriate techs in the Help Desk role, but still only have “unassigned” as my only option. I’ve also followed the steps in the Help Desk documentation in creating “DefaultTicketOwners” user, and can’t get that as a owner option after completing all the steps either. How do I get any names / information in that drop down to assign owners to these tickets? Thanks in advance, --MH
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You'll have to have your techs login to the KBOX before the label will be applied to thier accounts. Also, verify that you've modified queue permissions to give Owner permissions to the All Ticket Owners label.
Answered 04/06/2010 by: airwolf
Tenth Degree Black Belt

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The queue permissions were missing, that seemed to be it! Thanks a lot!
Answered 04/06/2010 by: mh208
Senior Yellow Belt

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some more details

symptom:
the owners drop down has only one option "Unassigned"

solution:
  • create a new Label and call it "HD - Default HD Owners" (Inventory > Labels > "Choose action" > "add new item")
  • also create another Label called "HD - Default HD Submitters"
    • submitters are end users you define who can use a particular HD queue, it's more obvious or best used when you have more than one queue so you can define which users can use a particular HD queue
    • owners are members of your IT team who you define on a per HD queue and they are owners of a ticket
  • click on Help Desk > Users
  • for a quick test, you will want to have 2 test IT team users (ticket owners) and 2 test end users (ticket submitters)
  • from the list of users, put a check mark next to the user and then pick the "choose action" drop down and apply the HD label to them; pick 2 users for end users/submitters; and pick 2 users for owners
  • once the users are set up, you go into the Help Desk configuration; Help Desk > Configuration
  • select the default HD queue, "The KBOX Help Desk", from the configuration tab
  • click the [Edit Mode] at the bottom of the page to edit
  • where is says "restrict submitters by label" pick your submitters label, "HD - Default HD Submitters"
  • where it says "ticket owners by label" pick you owners label, "HD - Default HD Owners"
  • save
  • and you are done
  • now when you create a ticket those users will now show up
Answered 04/08/2010 by: tstaub
Second Degree Blue Belt

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Hi tstaub,...
its great useful ideas are shared here and this stuff was really great .,,

thanks,..
Answered 01/26/2011 by: Cheetah
Yellow Belt

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