Admin not seeing assigned tickets

[marcusg70]

Hi,

I have setup groups Admin (with option: can see all tickets) and several non-admin departments.
My understanding is that Admin, since the option was marked in the group profile, could see all tickets, no matter what department, who assigned to.
However, when a ticket gets assigned to a staff member, that ticket disappears from admin's ticket list and looks like that the only person who is able to see that ticket is the owner.
What is the trick to change that? Of course Admin should see all tickets in the system.

Thanks.
Marcus

[kropes]

i think you are confusing the admin of the system as a whole, and the admin of a user group.

user group admins are like. you have a client (company) that gets service from you. they have 10 employees. each of their employees can submit tickets individually. you establish an admin group and the admin for that group (their boss) can see all tickets for all of the 10 employees.

this is differnet from the admin of your system being able to see all the tickets for any department.
that is managed under "staff > manage groups"

[marcusg70]

Hmmm, not clear.
I have an Admin, assigned to group Administrator ("Is Admin"=Yes). My understanding is that this is the superuser who would be able to oversee all tickets in the system. He is assigned to all departments.
I did setup staff members that of course belong to a different group, a staff group. This is my setup. Where do I setup an Admin for a specific group?

[kropes]

OOHHhh...

Yea... no.
thats not it.
you are referring to
Dashboard » Staff » Manage Groups >Staff Group Details
"Is Admin = Yes"
that flag is for ADMIN to the entire system.
you just gave that user group admin login privlidged to your support suite ADMIN account.
www.yourdomain.com/support/admin
their staff user name will now permit them to log in there.
normally staff logs in at
www.yourdomain.com/support/staff

that setting has nothing to do with viewing tickets.

its the setting underneith it.
"Assigned Departments"

you need to select all of the departments in that list so they can view all departments.

[marcusg70]

I know that there are no tickets to see in www.yourdomain.com/support/admin
Of course, to see tickets, I access
www.yourdomain.com/support/staff
but when I access with User admin who also would be the system admin, I should see all possible tickets because that user is assigned to all departments ("Assigned Departments"). Its just that this user is also setup as sys admin but as mentioned, this user is assigned to all departments but cannot see tickets that are assigned to any other user.
What I am saying is that this user should see all available tickets in
www.yourdomain.com/support/staff
but he isn't.

[UpgradeMemory]

I'm having this same issue- I have several staff members who have been assigned to the Administrator Staff Group, and I have tried manually selecting every department in "Assigned Departments" and in neither case have they been able to see open tickets that have been assigned to specific staff members.

Any ideas what I'm doing wrong, or has anyone else been able to get this to work? My admins really need to be able to see all tickets. Thanks.

[Phobert]

In the Manage Tickets window, above the tickets is View. Have you selected All Tickets here?

[UpgradeMemory]

Thanks! That solved the problem. You've earned your Genius Badge for the day