Currently when a user logs in they see their open cases only, I would like to know how to change this for certain users to see all cases (Open, closed or stalled). Thank you for your time...JB  
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  • You should be able to go to their user account under settings > user

    open the account in question and towards the bottom change the drop down for default queue to All Queues.

    This allows them to see all tickets in any queue.

    *The user can switch to another queue view if they want to though
  • Choose Action -> Set Default View -> Set Current View As Default
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I do not know if this is what you're looking for, but I have some semblance of what I think you're looking for, though it has to be set up on a per user basis.

Basically, I just created a Custom View where the Status is not closed - I named it All Active Tickets and it shows me all open tickets regardless of owner. For what you're looking for, there is an option called All Tickets after you select the Queue in the View By (so, View By: Select your Queue > then View By: Select This Queue > All Tickets.

By default, KACE seems to remember your last View By option.

Let me know if that answers your question.
Answered 11/05/2014 by: jfrank
Blue Belt

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How about using one of these this links to direct the users (modify for your box name):




Answered 11/12/2014 by: MacDude
Fourth Degree Brown Belt

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I don't believe this is possible. The most customization of that sort that I've seen is to set the default queue per user. 
Answered 11/05/2014 by: h2opolo25
Red Belt

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