keeping tabs on tickets for a group of departments

I have an idea or two about how to attack this problem but I won't say what they are so I don't lead you in any particular direction. We have a person that likes to see all tickets for his department (actually a group of departments). What is the best way/process to have him be able to look at these tickets, most of which were not requested by him?

Tags departments accounts tickets reporting
Asked by Greg Van De Mark on Thu 9/11/14 5:06 PM
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Answer (1)

Drake Sigler Thu 9/11/14 5:07 PM

Hi Greg,

Are we talking tickets or requests?

If your user is looking to see all tickets of all types, you can create a report for him that filters on all of his accounts. You can then publish this report to a desktop or make it visible to just him in the Ticketing app.

If he's looking to see just requests from the service catalog, there is a page in the client portal that will allow him to see ticket requests. If he has the " View all requests belonging to assigned accts/depts" permission on his security role, he will be able to enable a checkbox on the "Ticket Requests" page in the Service Catalog that will allow him to view all requests for his department.

I hope this helps!

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