How do you have tickets that are assigned to a group show up in the desktop of the individual members of the group?

Hi,.

For example, if we have a group with two users in it called Assets, and both users in the group are designated as primary. Neither of the users can see any tickets that are assigned to the Assets group. Where in their desktop can they see the tickets assigned to them as part of the group?

Thanks!

 

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Asked by Malia Gallardo on Mon 9/12/22 4:23 PM Last edited Mon 9/12/22 5:15 PM
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Answer (1)

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Mark Sayers Tue 9/13/22 8:56 AM

Hello Malia,

If you haven't already, you would need to write (or help them write) a report that filters on tickets that are assigned to their group or where either of them are directly primarily responsible for the tickets.

Then they can edit their desktop and place that report on it as a desktop module.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

1 of 1 users found this helpful.
Thank you. I haven't searched the knowledge base yet - but if you have a link to a doc with instructions to create a report that would be great. - Malia Gallardo Tue 9/13/22 12:40 PM
Unfortunately I do not have an example.

You can create a custom ticket report and filter for:
1 Prim Resp is a member of [select the group(s) in question]
and
2 Prim Group Resp is - [select group(s)]

you may or may not need additional filtering to ensure you get the results you need, I'm not sure, but you'd need advanced filtering to say: (1 OR 2) AND the numbers of any other filters you add all with AND between each filter number. - Mark Sayers Tue 9/13/22 5:04 PM