Seeing each others tickets - Kayako

NealRWalters · **Seeing each others tickets -** 02-08-2006, 06:32 PM

I have two users (myself and one other). We both have admin privileges.
Is there a way we can see each others tickets, or alternatively all tickets (if we add other users in the future).

For example, I'm working as a consultant, but want to logon and see what tickets my support staff have handled for the day.

Thanks,
Neal Walters
http://CMSTrainingVideos.com

phalseid · 04:23 PM

Quote:

Originally Posted by NealRWalters

I have two users (myself and one other). We both have admin privileges.
Is there a way we can see each others tickets, or alternatively all tickets (if we add other users in the future).
http://CMSTrainingVideos.com

admin control panel, staff, manage staff.

make sure that your users have access to eachother's departments.

you need to do this in conjunction with departments.

see my department notes at the bottom of
http://www.div0.com/supportsuite/ind...My_setup_notes

admin control panel, Departments

dnicol · 03-08-2006, 06:24 PM

You can also create a filter or change the views.

NealRWalters · 10-08-2006, 11:29 PM

Should I set "Use Group Departments" to yes or no?

In the Assigned Departments, I have all departments selected for me.

When in Staff Panel, I see two open problems in tree structure on left, yet I only see one problem on my screen.

I want to see the other problem, to see if my employee is handling it okay, or if he needs some help.

When I look at my employee, he has "use Groups" set to "Yes", then all the assigned departments are light gray color.

When I look at me, I have "use groups" set to "Yes", then all the assigned departments have a blue background (looks very different than for the employee).

I can logon with his user, and he can see one of my tickets, but I cannot see his ticket. I'm really confused.

AlternateImage · **We are having the same problem -** 11-08-2006, 11:00 PM

The only tickets we can all see are the unassigned ones.

MacInTheBox · 07-09-2006, 06:26 PM

We are having the same problem. We want all staff to be able to see all tickets, assigned or not. We've verified the staff privileges ("Can View All Tickets (Unassigned, Assigned to Self & Assigned to Others)" option set to YES) and other options, but assigned tickets are still only viewable by its owner...

I would think this is a pretty signficant bug. Does anyone know how to solve this problem?

MacInTheBox · **Figured it out -** 07-09-2006, 10:21 PM

Found what the problem was. You have to select "All Tickets" from the "Views" dropdown menu in the Manage Tickets screen.

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dnicol Offline Member Posts: 94 Join Date: Apr 2006	03-08-2006, 06:24 PM You can also create a filter or change the views.

AlternateImage Offline New Member Posts: 20 Join Date: Jun 2005	We are having the same problem - 11-08-2006, 11:00 PM The only tickets we can all see are the unassigned ones.

MacInTheBox Offline New Member Posts: 4 Join Date: Sep 2006	Figured it out - 07-09-2006, 10:21 PM Found what the problem was. You have to select "All Tickets" from the "Views" dropdown menu in the Manage Tickets screen.