This may have been asked already, but didn't find an answer.  Is there a way to view a user's ticket history when creating a new ticket for the same user so that we can determine if the user called about the issue previously.

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There are a couple of ways.

1. Do a search for the submitter name and it will show you all the tickets that person opened. Under the tickets tab, there is an Advanced search link you can use. 

2. Look up their machine name(assuming it isn't a shared system) and see all the tickets opened with that machine tied to it when you click on the machine name and scroll down to tickets. 

Answered 01/21/2014 by: nshah
Red Belt

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A 'Global Search' will find everything relating to that user, including listing all tickets in the results.

Alternatively, find the user either by global search or 'Settings' - 'Users' tab then click on the user. At the bottom it will list all tickets logged to that person. This is true in the latest version of the K1 at least. I can't recall for earlier versions.


Answered 01/21/2014 by: twit
Fourth Degree Green Belt

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