admin agent doesn't see all tickets

cherrie

Just installed 1.17, created new ticket (department support) not assigned to anyone but not showing up on the open list. This is my Agent profile:

Department Support, admin, primary department - support, all access
Teams - member added in Level 1 and 2 support
What am I doing wrong? I used to be able to view all tickets but no longer in this upgrade.

cherrie

More info...it looks like if I assign the new ticket to a team, the new ticket does show up on my list. So I guess the issue is when the new ticket is assigned to a department (support) but no team. Again, my agent profile has:

Department Support, admin, primary department - support, all access

Is there a way for me to view all tickets if department assigned but no team assigned?

KevinTheJedi

cherrie

It depends on what Queue you’re looking at. Also, make sure that you don’t have "Limit ticket access to ONLY assigned tickets" enabled for your Agent Account. Go to Admin Panel > Agents > Agents, click your name, make sure "Limit ticket access to ONLY assigned tickets" is un-checked, and Save Changes. If that doesn’t work then check what Queue you are looking at and what the criteria of that Queue is.

Cheers.

cherrie

KevinTheJedi
For agent account, I don't have Limit ticket access enabled. I just have Administrator checked off.

Not sure what you mean by Queue. However on my Agent ticket views:

Open tab, I see no open tickets.
Closed tab, I see all the closed tickets
Search > Ticket Status/Status Name (open), I see all open tickets

Is it possible to view all the open tickets (similar to the search above) in the open tab? or is that not how v1.17 works?

KevinTheJedi

cherrie

It’s likely the Queue you are on has specific criteria that’s not displaying all the Tickets. You can review the below guides to read more on Queues and how to modify the criteria:

Cheers.

cherrie

KevinTheJedi
Went to my Queue section and found the culprit. On this queue created by System and is Active:
Open / Open:
Inherited Criteria
TicketStatus / State includes Open
AND Due Date has a value
AND assigned

When I try to click on the "Inherited Criteria", no link and greyed out. Is this a default queue that must not be changed in v.1.17?
If default queue and cannot be changed, should I then go ahead and create new queue?

KevinTheJedi

cherrie

If it’s greyed out then that most likely means it’s inherited criteria from a parent Queue. You can administratively modify the global Queues' criteria under Admin Panel > Settings > Tickets > Queues.

Cheers.

cherrie

Got it. I'm finally getting the hang of it.
Changed the parent and I'm seeing more of the tickets. Not perfect but I think I'm getting there.
Thanks for your help. Please close discussion.