Good day to All!

I would like to ask for assistance regarding with the option below in the old version:

Show assigned tickets on open queue (option in the profile)

What I wanted to achieve is like for example I'm an Agent and I wanted to create a ticket for myself and I want it to show in My Tickets page so that I can track it. This feature is available in (v1.10.1) where you can view all open Tickets.

Whether you create for yourself, Assigned to you (particular agent) or Assigned to A team. My Tickets: These are ticket that are assigned directly to the Agent or a team the Agent is assigned. (as per the documentation)

Whereas in version 1.12x, I'm struggling to follow the knowledge base / the documentation that osTicket provided where you can customized the Tickets either Admin/Agent Queue.

Please help me sort out regarding this issue. Thank you in advance. 🙂

@koyodenzo

Just create a new sub-queue of Open with the criteria of Assignee > Inlcudes > Me / One of my teams or just add the criteria of Assignee > Inlcudes > Me / One of my teams to your Open queue.

Cheers.

@KevinTheJedi

Thank you for your prompt reply. However, it didn't make any changes. Below are the details as per your instruction:

I've done what you've suggested but it seems I cannot see any records.

Are there any settings to be made in the Roles, or whatever from the backend?

Please help.

@koyodenzo

Are the tickets Open or Closed? If they are Closed they will not appear in the Open queue.

Cheers.

Hi @KevinTheJedi, All tickets are open. Every time I made changes or testing, I always create a new ticket.

Actually I am working also with the v.1.10.1 it is working fine there. I created a ticket for myself as an Agent then when I checked it in My Tickets View Page, all tickets are there.

Can you advise if the (Show assigned tickets on open queue is still available in v1.12.x?

Thank you in advance. 🙂

Hi @KevinTheJedi,

I think I have another query about the Unassigned Tickets? As I can't see also in the customized queue.

Please response. I believed that some users will ask the same questions that I have regarding this QUEUE Features.

Thanks once again. Cheers 🙂

@koyodenzo

Ah, then I bet you don't have access to those tickets. In order to see those tickets you must have Department Access or Referral Access to the ticket. Simple fix is to add yourself to all Departments via Admin Panel > Agents > Agents, click your name, click the Access tab, and configure your Department Access.

Cheers.

Hi @KevinTheJedi

Thank you for your reply.

Regarding adding myself to all Departments, I think this is not a good solution for the structure of our ticketing system as we are separating the Agents in their Particular department. I apologized if I keep on mentioning the old v1.10.1 as in that version one I tick the Show assigned tickets on open queue it solved our problem.

The thing is that I am creating myself a New Ticket via Agent Page. I can see some of my tickets that not assigned to my Department via logging in as User.

Is there any other workaround on this?

Thank you very much.

@koyodenzo

The basis of the system is in order to see tickets you must have Department access, Referral access, or be Assigned to the ticket. If you are assigned to the ticket you will see them in the My Tickets Queue. If you want to see the same tickets in your Open queue then copy the My Tickets criteria to the Open queue.

Cheers.

17 days later
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