Help Desk Ticket Owner - "Unassigned " is my only choice

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

0 Comments   [ + ] Show comments

Answers (4)

Posted by: airwolf 12 years ago
Red Belt
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.
Posted by: mh208 12 years ago
Senior Yellow Belt
The queue permissions were missing, that seemed to be it! Thanks a lot!
Posted by: tstaub 12 years ago
Second Degree Blue Belt
some more details

the owners drop down has only one option "Unassigned"

  • 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
Posted by: Cheetah 12 years ago
Yellow Belt
Hi tstaub,...
its great useful ideas are shared here and this stuff was really great .,,

Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ