What is the best way to filter open tickets by User label? Apparently, no native support for this in KACE.
Hello,
We are hiring a 3rd party Tier 1 support service. They will have multiple employees assigned to our account. Each of these users will have a unique set of credentials. All of them will belong to a Tier 1 Owner's group.
This 3rd party will be responsible for working all Tier 1 open tickets. While some of these may be assigned to individual users from this 3rd party there will be times when they simply need to look at all available tickets for the Tier 1 Owner's group.
Currently, you may select a view of tickets based on Submitter Labels but not Owner Labels. It doesn't even seem possible that you can create a custom filter view based on Owner label.
Is there another way to achieve the desired result described above?
Thanks,
Mike
Answers (1)
Top Answer
The best way to achieve this would be to create a custom view and save it within your SMA.
So if you are asking, what tickets are assigned to to techs in the label u_2nd_line_techs, you are correct, you cannot select the label as part of a filter or custom, view.
You would need to create a custom view whereby if the ticket owner is Tech_C, Tech_F or Tech_G ( the members of u_2nd_line_techs) and then save it as a custom view "2nd Line Techs".
You can then select that view from the drop down view by menu.
Comments:
-
Hello,
Thank you very much for your response.
I will give this a try.
Thanks,
Mike - mcottle 2 months ago-
Just be aware a custom view is specific to your login and can’t be exported or transferred, so you will need to repeat the view creation in every account that needs it. - Hobbsy 2 months ago
-
Thank you again. This does work. It is unfortunate that it must be done manually for everyone of our techs though. This introduces the possibility of one tech setting it up differently and missing tickets. Still, Quest didn't have a better answer. So, I do appreciate your's! - mcottle 1 month ago
