KACE Product Support Question

How to View All Queues and All Tickets in K1000 Help Desk

04/26/2016 2125 views
Apologies if this is a double post.  I thought I submitted earlier, but don't see it now. [Edit: Ah, the original may still be hidden pending approval -- sorry about that.]

I'm on K1000 version 6.4.120756 (service pack 2).  Using Firefox and Chrome.

I would like to be able to view all tickets in all queues.  I would like to be able to edit, assign, or delete any ticket in any queue. This includes tickets created by or assigned to or owned by other users.  Currently I can see all queues, but only *my* tickets.

I am an administrator.  My account has been assigned the administrator role.  I am logged into the administrator console.

In queue configuration, I have checked the box next to "Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only)"

Can anyone confirm that it is possible for admins to view tickets besides their own?  The admin guide suggests that it is possible.  The check box mentioned above suggests it is possible.  The fact that I can view all tickets on the mobile app suggests it is possible.  If so, what am I overlooking?

Thank you.
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Answer Chosen by the Author


You should be able to see all tickets when in all queues. Especially if you are an admin on the system. 
Answered 04/26/2016 by: nshah
Red Belt

All Answers

Thanks for the reply.  Good to know that it is possible, but I don't have the All Tickets menu option, just My Tickets and My Tickets By State. 

Dang ... posted some screenshots here, but they seem to have disappeared with the edit.

[Edit: I think we might have a labeling problem.  They are all set up with an owner label.  I removed the label from one of the queues, and now I have the option to view "All tickets" which allows me to see tickets in both my queue and the queue that I removed the label from.]

Thanks again.

Answered 04/26/2016 by: tromo
Senior White Belt

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