Modify or replace View by: "Active Tickets"
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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Posted by:
GillySpy
12 years ago
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.
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.
Posted by:
Transam
12 years ago
Thanks Gerald.
What I am doing now is that Status <> "Closed". At our level of sophistication currently this should work.
What I am doing now is that Status <> "Closed". At our level of sophistication currently this should work.
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