Help Desk Ticket Owner - "Unassigned " is my only choice
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Posted by:
airwolf
14 years ago
You'll have to have your techs login to the KBOX before the label will be applied to thier accounts. Also, verify that you've modified queue permissions to give Owner permissions to the All Ticket Owners label.
Posted by:
mh208
14 years ago
The queue permissions were missing, that seemed to be it! Thanks a lot!
Posted by:
tstaub
14 years ago
some more details
symptom:
the owners drop down has only one option "Unassigned"
solution:
symptom:
the owners drop down has only one option "Unassigned"
solution:
- create a new Label and call it "HD - Default HD Owners" (Inventory > Labels > "Choose action" > "add new item")
- also create another Label called "HD - Default HD Submitters"
- submitters are end users you define who can use a particular HD queue, it's more obvious or best used when you have more than one queue so you can define which users can use a particular HD queue
- owners are members of your IT team who you define on a per HD queue and they are owners of a ticket
- click on Help Desk > Users
- for a quick test, you will want to have 2 test IT team users (ticket owners) and 2 test end users (ticket submitters)
- from the list of users, put a check mark next to the user and then pick the "choose action" drop down and apply the HD label to them; pick 2 users for end users/submitters; and pick 2 users for owners
- once the users are set up, you go into the Help Desk configuration; Help Desk > Configuration
- select the default HD queue, "The KBOX Help Desk", from the configuration tab
- click the [Edit Mode] at the bottom of the page to edit
- where is says "restrict submitters by label" pick your submitters label, "HD - Default HD Submitters"
- where it says "ticket owners by label" pick you owners label, "HD - Default HD Owners"
- save
- and you are done
- now when you create a ticket those users will now show up
Posted by:
Cheetah
13 years ago
Hi tstaub,...
its great useful ideas are shared here and this stuff was really great .,,
thanks,..
its great useful ideas are shared here and this stuff was really great .,,
thanks,..
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