If you have multiple queues, you can choose which queue to be displayed by default on the Tickets page.
The default queue can be specified:
• |
At the system level. This setting is used if no user settings are specified. See Set the default queue at the system level. |
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At the user level. This setting overrides the system level settings. Individual users and administrators who have permission to change user settings can specify the default queue at the user level. See Set the default queue at the user level. |
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
On the Service Desk Configuration panel, click under Settings section click the Customize Service Desk terminology option. |
2. |
On the Service Desk Settings page, under Settings, click Customize Service Desk terminology link and Go to Queue Preference tab |
under Settings section, click the Set default queue option to directly go to the Queue Preference tab
Use no default when displaying queues. When this is selected, the first queue that was added to the system is displayed by default when users select Service Desk > Tickets. This setting is disregarded if a setting is specified at the user level. | |
Display the All Queues view by default. When this is selected, the All Queues view is displayed when users select Service Desk > Tickets. This setting is disregarded if a setting is specified at the user level. | |
Display the selected queue by default. When this is selected, the specified queue is displayed when users select Service Desk > Tickets. This setting is disregarded if a setting is specified at the user level. If a queue does not appear on this list, verify that you have permission to view it. |
3. |
If no user-level default queue is specified, the system-level default queue is used.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
2. |
Use no default when displaying queues. When this is selected, the first queue that was added to the system is displayed by default when the selected user selects Service Desk > Tickets. | |
Display the All Queues view by default. When this is selected, the All Queues view is displayed when the selected user selects Service Desk > Tickets. | |
Display the selected queue by default. When this is selected, the specified queue is displayed when the selected user selects Service Desk > Tickets. If a queue does not appear on this list, verify that you have permission to view it. |
3. |
You can specify the ticket fields you want to display in the All Queues view.
If you have multiple queues, the All Queues view is a useful way to view all of the tickets in your system on a single list.
For example, each queue might have different names for ticket fields. One queue might use the ticket field Priority and another queue might use the ticket field Business Impact. You can choose which field to display in the All Queues view.
Fields are displayed according to these settings:
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The field names used in the queue selected as the Default Queue for All Queues View Field Labels |
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The fields specified in the Customize List Layout for All Queues View setting |
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
On the Service Desk Configuration panel, in the Layout section, click Customize "All Queues" tickets list link. |
2. |
In the Queue Preferences section, select a queue in the Ticket List Layout for All Queues drop-down list. |
NOTE: The width indicates the amount of available page width that is assigned to the field column. For example, if you have 10 columns, and each column is assigned a width of 10, the total of all numbers in the Width column would be 100. Therefore, each field column would have a width of 10 percent of the available page width. If the total of all numbers in the Width column is more or less than 100, the numbers are normalized to percentages to determine the width. For example, if you have three columns, and you assign a width of 10 to each column, the total of all numbers in the Width column would be 30. However, when normalized to percentages, the width of each column would be approximately 33.3 percent. |
TIP: The field column widths specified in the All Queues View overrides the properties of individual queues. |
4. |
a. |
b. |
CAUTION: When the system displays Active Tickets or All Tickets in the All Queues view, the Choose Action menu and View By drop-down list use default settings. Customizations that appear in individual queues are not available in the All Queues view. |
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