Return
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Title
Service Desk Active Tickets View Doesn't Appear to Work -
Description
Selecting "Active Ticlkets" is in the 'View By:' dropdown menu of the K1000 Service Desk returns unexpected results. This view doesn't show active tickets for all Service Desk ticket owners. It actually only shows all tickets owned by you, those that are not assigned and are not closed. -
Cause
This is working as designed and is not broken. It is designed to show all tickets owned by you, those that are not assigned and are not closed. -
Resolution
The solution is to create a custom view for desired results.
To create a view to show all tickets that are not closed, create a custom view with the following settings.
1. Click Custom View.
2. Select 'Status', 'is not', and 'Closed'.
3. Select Test to verify desired results. If the results are satisfactory enter a view name in View Name field, then click Save.
4. Select the appropriate queue, then under View By Click Custom View then select your custom view.
