Best Practices Question

K1000 Service Desk Views

03/03/2015 1560 views

We currently have a team of help desk analysts and I was wondering if it was possible to configure a view or something along these lines where a help desk analyst can view tickets that are only assigned to them. By default it seems that any analyst can see all tickets for the queue. Any ideas or suggests would be welcome.

Thank you,
3 Comments   [ + ] Show comments


  • On K1000 6.3 These views are already created. View By: Is a drop down list and some of the options are "My Tickets" "My Tickets by State" and "My Tickets by Status" as well as All Tickets variants of that.
  • Agreed chazmosis....and you can have the default view only show their tickets. But they will have the ability to see all the tickets in that queue since they are assigned as ticket owners in that specific queue.
  • Thanks! I'll be updating our appliance to 6.3 soon.

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