Filters: Is it Possible?

[joe.jacobson]

I would like to create a Filter that has the following criteria:
Status Not Equal Closed
Owner Not Equal Anyone

I can't seem to find a way to do this short of creating 50 more entries for each staff user:
Owner Not Equal Joe
Owner Not Equal Emp 2
Owner Not Equal Emp 3
Et Cetera

Anyone know how to do this? Or should i make a feature request?

[supportskins]

Owner Not Equal Anyone

You mean you want to generate a list of unassigned tickets?

[joe.jacobson]

Yes, but I don't want a view. I would like a filter that does this.

[supportskins]

Have you tried creating a custom filter under:
Staff CP > Tickets > Filters > New Filter

[joe.jacobson]

Yes.. that is what I was talking about. The page is as follows:

Filter Title: No Owner
Filter Type: Public
Filter Criteria:
Status Not Equal Closed
Owner Not Equal StaffMember1
Owner Not Equal StaffMember2
Owner Not Equal StaffMember3
Owner Not Equal StaffMember4
Owner Not Equal StaffMember5
.
.
.
[o] Match All filter rules.

But rather than putting all the people in a static list, i want to say: Owner Equals Unassigned.

[rtulisi]

Sorry to bump an old thread but has anyone been able to create a filter or list like this, i.e. a filter/list of 'unassigned' tickets?

I've been searching but this post was the closest match.

Besides, I've noticed that there should be more 'options' available when you create a filter, not on the fields side, but fields content. For instance, I also need to create a filter that will show me tickets that do not have a due date. Another kind of filter that I couldn't produce because when you select 'due time', all you can select is a date! You can't even leave the field blank cause if you do it will match everything (with or without a due date). Same happens with Due time range. There's no way to select 'no date'.

Any ideas?

Thanks in advance.

Regards from,
Romina

[bardfor]

Bumping this back to new to see if anyone has developed a solution or work around to filter for all "unassigned" tickets.

BDC

[John Haugeland]

This is now tracked as feature request #683.

Kayako Bug Tracker - Viewing Issue #683 - Filters need "unassigned" values

[bessette]

Has anyone tried to create a staff member, likely called "Unassigned", a post-parser rule to assign all new tickets to that user, then a filter with that user?

I'm going to try that now, but I was just wondering if anyone else has used this hack?

Thanks,
Eric

[Casey Rousseau]

The one difficulty with this workaround is that you'll lose the functionality in views of automagically showing you unassigned tickets. You'll need to have them set to everyone, and you'll need to let all your users see everyone's tickets. You're then going to mask that using filters. I guess it's up to you whether that's appropriate.

[AndersV]

Hi,

I have been trying something similar; I want to create a public filter that the Staff can use to view tickets that are do not have billing notes. The filter itself is simple, but instead of selecting a specific staff member I want the filter to use the logged in user.

I.e:

Criteria 1: Has Billing Notes equal to false
Criteria 2: Owner equal to <logged in staff member>

Is this possible?

Cheers,
-Anders

[Casey Rousseau]

Originally Posted by AndersV

Hi,

I have been trying something similar; I want to create a public filter that the Staff can use to view tickets that are do not have billing notes. The filter itself is simple, but instead of selecting a specific staff member I want the filter to use the logged in user.

I.e:

Criteria 1: Has Billing Notes equal to false
Criteria 2: Owner equal to <logged in staff member>

Is this possible?

Cheers,
-Anders

I'd use permissions and/or views to filter out the tickets that don't belong to the logged in staff member.