When we first open the Service Desk the View by: is set to "Active Tickets". Although I don't fully understand what the filter is for this view, I know it is not appropriate for monitoring ALL Open (Not Closed) tickets. I would prefer my folks default to watching ALL 'Not Closed' tickets as opposed to a subset. If they want a subset they can choose another View manually. How can I either change what the Active Tickets view is filtering by or make another View the default for everyone when they first open the Service Desk?
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Active is the same as the old "mine and unassigned" option. So all tickets you own plus those without an owner that are not closed.

It should be a superset of what you want. You cannot make a view the default, but you can login to http://kbox/adminui and then get the view the way you want and then bookmark that url. E.g. all open (not status=closed) tickets would be this url:
http://kbox/adminui/ticket_list.php?aq_search=Search&FINDFIELDS[WFIELD1]=HD_STATUS.NAME&FINDFIELDS[EXP_SELECT1]=NO_CONTAIN&FINDFIELDS[INPUT1]=closed&FINDFIELDS[UNION_SELECT2]=AND&FINDFIELDS[WFIELD2]=HD_TICKET.OWNER_NAME&FINDFIELDS[EXP_SELECT2]=NO_CONTAIN&FINDFIELDS[INPUT2]=_&FINDFIELDS[UNION_SELECT3]=0&FINDFIELDS[UNION_SELECT4]=0&ORDER[]=SORT_OWNER_NAME



Note that your host name will be different. Also you might have multiple statuses that have a state of closed so you'll need to add those in.
Answered 09/09/2011 by: GillySpy
Seventh Degree Black Belt

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Thanks Gerald.
What I am doing now is that Status <> "Closed". At our level of sophistication currently this should work.
Answered 09/09/2011 by: Transam
Orange Belt

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