Service Desk Question

When tickets are created and unassigned they are labeled "Unassigned". Is there a way to change the wording or "Unassigned" to "Requested"? I could not seem to find a place to change this so I was guessing it is not changeable.

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Answers (3)

Posted by: ustacp 12 years ago
Second Degree Blue Belt
That is actually the owner of the ticket. When a ticket is first created, it goes to an Unassigned user unless you specify a user to assign it to in the Help Desk Customization section. In that case you can have the category that the user picks be assigned to a specific user. I am not aware of a way to change that in the KBox itself. You could probably create a ticket rule that changes the ticket owner Unassigned to Requested if you do not have it automatically being assigned to another user already. You could also create a new owner and have every ticket go to that user. The only thing about that would be that the tickets would get assigned to the Requested user and you would have to view the Requested owner’s tickets in order to see them. When it is listed as Unassigned, it shows up in everyone’s ticket list. If there is another way to do so, please correct me!
Posted by: young020 12 years ago
Black Belt
That sounds like a way of getting it done. I thank you for your input.
Posted by: ustacp 12 years ago
Second Degree Blue Belt
You are welcome!
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