Hide assigned tickets in open ticket view

rudsi

In 2008, a user alrady asked that
https://forum.osticket.com/d/148-can-tickets-be-hidden-from-all-but-assigned-staff

I want to hide assigend tickets to all other agents in the ticket view.

For example: AgentA and AgentB are all member of 'support' department.
Ticket#1 is claimed by AgentA. It is still open an all support agents see this ticket in the open view. Is it possible to hide this ticket to all agents except to AgentA?

'hide' in this term only means, that it is not visible / displayed. No need to technical prevent access in any way.

ntozier

Agents can click on "My Tickets" to see the ones only assigned to them.

rudsi

Yes, but I want to hide all tickets assigend to other agents.

AgentB, AgentC, AgentD, ... should not see tickets already assigend to AgentA.

ntozier

Then you would have to modify the open queue settings to be like "my tickets".

rudsi

Ok, I have tried to setup the open queue, but I think it is not possible.

If I am AgentA I want to see
- all open tickets are unassigned
or
- all open tickets are assigned to me

As far as I understand the Mange Custom Queue options, all Queue Search Criteria are 'and' conditions. Right? If I am right, is there any other solution/workaround?

ntozier

Yeah but you said thats not what you want. Tell them to use "My Tickets" when they only want to see their own.

rudsi

I'm lazy. We are all lazy, aren't we? So I want to make it as easy as possible for the agents.

So it is easier to say, open ticket system and look if something to do.

If I say, open ticket system, first check open queue then check 'my tickets', this is one step more. One step, I know. But I have worked over 10 years as instructor and one mandra is: If you can do something in one step. Make one step, not two or more. I know, with time, agent forget to check 'my tickets'.

RBGE

I set up a custom queue for this after upgrading from 1.10, just to replicate the old behaviour. Just a child of Open that has an additional criteria set doees the job:

You can then set this as the default queue so all agents see it first.

rudsi

Custom Queues are great.

But I want to see all unanswered tickets with status
OPEN and (UNASSIGNED or ASSIGNED_TO_ME)

I do not know how to configure it to see UNASSIGNED or ASSIGNED_TO_ME.

RBGE

rudsi I'm not sure this is possible... I did manage to get the same result by using a custom queue where "'Assigned Staff' does not include [everyone else]", but this may be a bit of a faff. Indeed all conditions do seem to be separated by AND

rudsi

RBGE
can you explain what you have done with

"'Assigned Staff' does not include [everyone else]"

For 'Assigned Staff' in combination with 'does not include' I can only select one or multiple agents. I do not have a [everyone else]

billy

I personally think it would be better to seperate your Unassigned and My tickets.
Although yes, it's one click less, in my opinion it's more confusing.

Saying that, the option for "and / Or" in the criteria would be very welcome.

RBGE

rudsi I'm afraid that's exactly what I was referring to. [everyone else] was just my abbreviation for selecting all other agents - there's no built-in option to do this ?

ScoFlo

If I understand your question right, We accomplish this with the following personal Queue. (had to create it for every user)

This Queue shows all open tickets that are either unassigned or assigned to someone other than yourself.

Ticket Status/State = Open
Assignee = Does Not Include - List every agent but yourself