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10/18/2018 150 views

We have many queues and some technicians are assigned to more than one queue.  Is it possible to view the Mine and Unassigned of all the queues they are technicians on from the "All Queues" section?  Thanks in advance.


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You can select "All Queues" in the Queue drop down and "Mine and unassigned" in the view by drop down? However that will potentially show them other queues if the queues are not locked down. Unfortunately there is no Queue variable to select in the custom search, so you are not able to build a custom view only selecting say 3 out of 5 queues.
Answered 10/19/2018 by: Hobbsy
Red Belt

  • Thanks for the reply to my question. Unfortunately you can't view "Mine and Unassigned" on the "All Queues" drop down. You can only view if selecting one particular queue.
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If you create a custom view for a particular status/user those unassigned tickets are on, and that status/user is the same across all the queues, then that will work - they can only see the queues they have access to in All Queues anyway.

The only mildly annoying thing is you can't do bulk actions like set status or assign technician from the All Queues view, you have to open the tickets individually, or go to the specific queue, where you can do bulk actions.


Answered 10/23/2018 by: Honkytonk
Senior White Belt