Trying to setup a filter...

[Emma]

Hi all, wondering if anyone has some advice.

I am trying to setup a filter, but am having trouble because it seems that it ends up showing tickets of any status by default.

I have a Filter called 'All Support Tickets' which includes the variious support departments such as:

Department Equal Residential Support
Department Equal Business Support
Department Equal Platinum Support

However I have to set the filter to 'match any filter rule' otherwise it doesn't match (there may not be tickets to show in every department).

This means I cannot add a filter for Status Not Equal Resolved - because of course this picks up all resolved tickets from any other departments.

Have thought about this at some length but can't figure out a solution. any ideas?

The reason I need this is because I actually have 8 support departments (I do this because it's the only way I can make the SLAs work), I don't want to have to click on each one as it's not a very good way to manage due times, and I don't want to view all tickets as I will end up seeing sales, accounts tickets which are nothing to do with me.

[Emma]

I guess nobody else knows either

Well I got around this by creating two similar custom fields for my sales and support departments, which flags them as a sales or support ticket.

This means I could put this in my filter, as well as excluding the resolved and closed status tickets, and can then set it to filter by ALL the rules instead of any (there will always be some tickets in sales or support, just not necessarily the individual sub categories in support).

Bit messy, and is mildly confusing to someone creating a ticket, but as a workaround it... well it works.