Ticket list for Agents that are also users

cjohnsonuk

Our agents can also post tickets as their user to get internal support. How can I set up a ticket queue that shows all their tickets, ie both the ones they are assigned to as well as the ones they have logged against their user account? If I add a personal queue I can choose "me" as an option to match for the assignee. If I add another field, user/Full name there is no option to match "me" . That would be nice so that they don't have to log in as their user account to see tickets they've logged. Or is there a better way?

KevinTheJedi

cjohnsonuk

You can do things like the below:

However, remember that the Queue Criteria is all "AND" statements. So if you put Assigned To Me + User / Email Address Is xxx then tickets must match both criteria.

Cheers.

cjohnsonuk

I can't create a generic queue for all users though where the User/Email address is compared against the email address of the agent that is logged in as it won't let me choose me from that list and much as I could create a separate manual queue for each agent that's unlikely to happen.
Likewise I can't create a personal q for each user that shows tickets created by a user for the same address because not only can it not match user email and agent email but also even if you untick the "Assigned to me" criteria in the create personal queue as soon as you save it it reapplies that criteria so tickets I've logged as my user but are now assigned to another department/tech cannot be seen without the agent logging out and logging in as their user

I might be missing something but if the email address is the same then some version of "My tickets" should be able to show all tickets either where I am the assigned agent or where I am the user that submitted the ticket.

At the moment I can't work out an easy way for agents to display a generic search/queue where the they can see only the tickets they've logged as their user

ntozier

cjohnsonuk I can't create a generic queue for all users though where the User/Email address is compared against the email address of the agent that is logged in as it won't let me choose me from that list and much as I could create a separate manual queue for each agent that's unlikely to happen.

correct. Users do not have access to where queues are displayed.
They certainly do not have access to knowing what Agent is logged in.

The best way for an Agent to see tickets that are opened as their user... would be to log out of their agent account, and log in as their User account.