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Title
"View By: All Tickets" missing on the Service Desk ticket list dropdown -
Description
Ticket workers/users can only view their own tickets when looking at All Queues view. The option for View By: All Tickets is not available.
- From Queue, click on the drop-down menu to select All Queues.
- From View By, click on the drop-down menu.Expectation: Should be able to see "All Tickets" from the drop-down menu.
Actual result: "All Tickets" is missing from the drop-down menu. -
Cause
The specific user is not an Owner on All Queues, or the Administrator check is not enabled on All Queues for the Admin UI.
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Resolution
Every existing helpdesk queue must have the user(s) listed under the "Owner Label" or have the "Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only)" check enabled in order to see All Tickets - All Queues.
Go to Service Desk | Configuration | Modify configurations and preferences | Restrictions tab:
On the Preferences Tab, the "Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only)" check is available. NOTE: If you would like to have All Queues displayed on the User UI, then it's required to include the User as Owner in All Queues. The option below only applies to Admin UI and is enabled by default:
Once the user is listed under the "Owner Label" or All Queues have the Administrator check (and on the Administrator Portal), now Queue: All Queues and All Tickets should be displayed.
