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Title
What does the Active Tickets view show in Service Desk? -
Description
When you use the Active Tickets option on the View By drop-down in Service Desk, you may not see all of the tickets you expect.
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Cause
The Active Tickets view will filter differently based on the scenarios outlined below.
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Resolution
In Single Queue View
- Owner view: This should be where owners go to pick up tickets that they should be working on, so this default view is also called 'Mine and Unassigned'. Thus, any tickets that are assigned to me, or not assigned to anyone will show up. Once a ticket is assigned an owner, then it disappears from this list.
- User view: As a non-owner in this queue, you will see a restricted set of functionality, and will only see your active tickets. Your tickets are ones that you submitted, and active means a non-closed status.
In All Queues View
- Owner on All Queues: you will see 'Mine and Unassigned'. This is explained in greater detail above in the Single Queue View section.
- User on All Queues: you will only see your submitted tickets.
- User on One or More Queues and Owner on Others: you will see the submitted tickets for non-owned queues and the 'Mine and Unassigned' view for owned queues.