You create custom views to restrict the type or number of Service Desk tickets displayed on the Tickets page. This enables you to see only those tickets that you want to view.
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Log in to the K1000 Administrator Console, http://K1000_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. |
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Set the custom view as the default. See Set a view as the default view for tickets.
You can set a view as the default view for the Service Desk Tickets page. The default view is user-specific, and must be configured for each user independently.
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Log in to the K1000 Administrator Console, http://K1000_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. |
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Optional: Click the Custom View tab above the list on the right and choose the settings for the custom view. See Create custom views for tickets . |
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As a ticket is worked on, comments can be added to provide further information to the ticket.
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Log in to the K1000 Administrator Console, http://K1000_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. |
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Select the Owners-only check box to designate the comment be hidden from non-owners, such as submitters, and visible only to ticket owners. |
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Quest recommends these best practices for owner-only comments:
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Have a clear, well documented policy for changing the Owners only setting. |
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Log in to the K1000 Administrator Console, http://K1000_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. |
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Select the Owners only check box, then add the comment, Knowledge Base article reference, or attachment. |
NOTE: The Owners only check box can be enabled by default by selecting the Default ticket owner comments to Owners Only visibility check box on the queue detail page. See Configure ticket queues. |
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