Is it possible to label user so we can see open tickets for a group of users.  For instance.  I have two members that do the same duties.  When one is out, the Mine and Unassigned does not work well.  I would like them to be able to see Unassigned and "MyGroup"

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Answer this question or Comment on this question for clarity



I was able to create the view I wanted using your suggestion and also REGEX.  I wanted views for each team where they could be more than two members.  The down side is they are user specific.  Here is my filter:

Owner User Name - does not contain - (leave empty)
Owner User Name - matches REGEX - username1|username2|username3|etc.
Status - != - Closed


Answered 01/25/2014 by: JordanNolan
Fourth Degree Black Belt

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You could use ldap labels from groups in AD.

the links posted in this link may help you


Answered 01/22/2014 by: SMal.tmcc
Red Belt

  • I am able to create a label for the users, however the Service Desk only seems to let me select a label by Submitter, not owner.

    I was able to generate a custom view for myself, hoever I am not able to select the Unassigned user, is null, is blank, nothing.

    I have 20 people using this so this would be very helpful.
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If you you want to see unassigned

Create a custom view for that. 

User the following

Owner Username Does not contain 

Leave the last field blank and it will show you all the tickets that don't have a owner.


As for your other issue. You can create ables for submitters but since the KBOX only allows 1 owner you would have to switch to that user or set yourself up to see all queues so you can see all tickets and build your custom views that way. 

Answered 01/22/2014 by: nshah
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