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. |
2. |
In the Queue Preferences section, select a queue in the Ticket List Layout for All Queues drop-down list. |
3. |
4. |
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. |
6. |
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. |
If you have multiple queues, you can move tickets between them as needed.
The following example shows how a custom field is treated when tickets are moved between queues:
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2. |
The CUSTOM_1 value, Pilot Error, is retained in the ticket being moved.
3. |
If you change the CUSTOM_1 value of the ticket being moved to Tampa, the Pilot Error value is no longer available for the ticket that has been moved. |
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. |
3. |
4. |
Performing a bulk edit against a set of tickets does not affect ticket rules. Any ticket rules associated with the tickets you bulk edit continue to run, as configured. For more information about ticket rules, see Using Ticket Rules.
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. |
In the Queue drop-down list, which appears above the table, select a queue containing the tickets that you want to edit. |
3. |
4. |
5. |
In the Bulk Ticket Update dialog box that appears, in the Field Name column, select a field whose value you want to update. Then, in the Field Value column, set the value that you want to assign to the selected field. |
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To add a field to this bulk edit, click Add field to update, and specify the field's name and value. |
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To suppress email notifications to the applicable users about this change, select Supress Notifications. |
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When editing the CC List field, any email addresses you add are appended to the existing CC list. To replace the items in the CC list with the values you provide here, ensure the Append to existing CC list check box is cleared. |
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Bulk edits of the Comment field does not replace the existing comments, it only adds a new comment to the existing ones. |
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When done, click Save. |
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