K1000 Service Desk: How do you set the default view to be all open cases.
Currently when a user logs in they see their open cases only, I would like to know how to change this for certain users to see all cases (Open, closed or stalled). Thank you for your time...JB
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Posted by:
jfrank
9 years ago
I do not know if this is what you're looking for, but I have some semblance of what I think you're looking for, though it has to be set up on a per user basis.
Basically, I just created a Custom View where the Status is not closed - I named it All Active Tickets and it shows me all open tickets regardless of owner. For what you're looking for, there is an option called All Tickets after you select the Queue in the View By (so, View By: Select your Queue > then View By: Select This Queue > All Tickets.
By default, KACE seems to remember your last View By option.
Let me know if that answers your question.
Posted by:
MacDude
9 years ago
How about using one of these this links to direct the users (modify for your box name):
http://kbox/userui/ticket_list.php?QUEUE_ID=0
or
http://kbox/userui/ticket_list.php?QUEUE_ID=my
Posted by:
h2opolo25
9 years ago
I don't believe this is possible. The most customization of that sort that I've seen is to set the default queue per user.
open the account in question and towards the bottom change the drop down for default queue to All Queues.
This allows them to see all tickets in any queue.
*The user can switch to another queue view if they want to though - nshah 9 years ago