Hi all

This is a 'nearly there but' in case anyone knows

When we had one queue I'd list Unassigned tickets like so
http://sk01.servisair.com/adminui/ticket_list.php?OWNER_ID=0
to get the new work for assigning to the team

Now, I've added a queue for another section, plus a Deleted Items 'queue'. I need a morning overview of unassigned tickets globally
http://sk01.servisair.com/adminui/ticket_list.php?QUEUE_ID=ALL&OWNER_ID=0
gives me all the unassigned across the queues, great so far. But what I really want is for it to say something like QUEUE_ID=(all but 3) if that's possible

Is there a good reason why Custom View and Advanced Search don't have an option to specify the queue?

Cheers for any shared experience as ever :)
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I haven't seen a way to do that with custom views or advanced search, but you could accomplish that with a report. If you used a report then you could even have it emailed to you first thing in the morning and it would be waiting for you when you get in.

The only other way I could think to get around this would be to set the Deleted Items queue to have a custom field with a specific default value. You could then search for tickets that don't have that value and they should get filtered out from the view.
Answered 02/06/2012 by: steelc
Senior Yellow Belt

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A report won't cut it; I list Mailed In about once an hour... :)
Your idea of a ticket rule to add a value to DI has some legs though! I'll give that a try. Actually, I can probably expand on that... a ticket rule on each queue, on save, to update a field QUEUE with the queue name, will fill this gap of there not being a queryable field for the Queue in the system..

goes off in a brown study
Answered 02/07/2012 by: Acedashdog
Purple Belt

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Mmmn, as a workaround, browser toolbar buttons with

http://sk01.servisair.com/adminui/ticket_list.php?CUSTOM_FILTER=Mailed+In&QUEUE_ID=1
http://sk01.servisair.com/adminui/ticket_list.php?CUSTOM_FILTER=Mailed+In&QUEUE_ID=4

do a pretty good job...
Answered 02/07/2012 by: Acedashdog
Purple Belt

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We use a bookmarklet which is just some javascript. The only custom part of this is the button near advanced search that initiates it. it could be popped up from your toolbar by embedding javascript into a bookmark.

see attachment.
Answered 02/15/2012 by: GillySpy
Seventh Degree Black Belt

  • here is that bookmarklet http://jsfiddle.net/gillyspy/jbXcY/ click cancel and you'll see it. click "tidy up" to take it out of bookmarklet form for editing. You'll probaby want to change the k1000 URL and the queue specific names e.g. "emea" is probably not relevant to you
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I know this is a somewhat old post, but I thought I would share. I have found out that when you create a custom ticket view you can change the URL to search for whatever you want. All you need to do is create a new view and hit test view and then you can edit the URL if you know the column names in the ticket table (you can find them by using mySQL workbench or a similar DB utility). 

 

So in your case Acedashdog, you would pull up the ticket view that you said shows all of the queues.

Then you would need to click the Custom View button and it will auto fill the custom view parameters.

Then just add a new line with AND, (anything here, but we will say Ticket ID), !=, 3.

Click Test View.

Now, in the URL find where it says something like WFIELD5%5D=HD_TICKET.ID&FINDFIELDS which will be closer to the end of the string since we tacked that extra search criteria on as the last one.

Change the HD_TICKET.ID (or whatever collumn you used above) to HD_TICKET.HD_QUEUE_ID.

Press Enter with the URL highlighted and do not hit test view.

You should now have the custom view only showing those tickets not in queue 3.

 

You can change that value in the URL to whatever you want in the HD_TICKET table. You can also edit any of the other items in the search if you scower the URL long enough.

This worked for me and I just wanted to share in case it could help anyone else!

Answered 09/18/2012 by: horstj
Fourth Degree Green Belt

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