How do I view open AND on hold tickets in one view?

rbro · **How do I view open AND on hold tickets in one view? -** 14-06-2007, 04:42 AM

I need to be able to see all open AND on hold tickets for all departments in one list view. I was able to do this easily in ver. 2. How do I do this in ver. 3?

supportskins · 14-06-2007, 10:27 AM

You can create a Label in the software Staff CP and view all onhold and open tickets at a single click.

**Jamie Edwards** · 14-06-2007, 10:34 AM

Hi rbro,

You can create a ticket filter to do this, setting filter criteria for a status of Open and On Hold.

Ticket filters can be created under Tickets > Ticket Filters.

rbro · 14-06-2007, 05:16 PM

Thanks. I think I found another way to do this by setting an option in the admin cp.

Siora · 14-06-2007, 05:35 PM

Quote:

Originally Posted by rbro

Thanks. I think I found another way to do this by setting an option in the admin cp.

Can you please expand? What option?

rbro · 14-06-2007, 05:40 PM

Yes. In Admin CP:

Tickets->Manage Status

Click on "On Hold"

Set "Display in Main Ticket Listing" to "YES"

supportskins · 14-06-2007, 06:37 PM

That will display tickets of 1 status and not both at the same time.

Siora · 14-06-2007, 06:51 PM

Yes...I don't think that is the solution to your question.

rbro · 14-06-2007, 07:06 PM

Quote:

Originally Posted by supportskins

That will display tickets of 1 status and not both at the same time.

It's displaying both for me. After I changes that option to "YES" and went back to list view, I could see open and on hold tickets for all my departments.

supportskins · 14-06-2007, 07:10 PM

When you click on Open or onHold, the generated list will display tickets with status Open and onHold respectively for that specific department

rbro · 14-06-2007, 07:13 PM

I think we're talking past each other. I needed to be able to see all tickets with a status of open and on hold in all departments when clicking on "view all" in the ticket list. By following the steps I outlined above, I can now do this.

rbro · 14-06-2007, 07:14 PM

Quote:

Originally Posted by supportskins

When you click on Open or onHold, the generated list will display tickets with status Open and onHold respectively for that specific department

When you click on Open or On Hold where?

Siora · 14-06-2007, 07:15 PM

We thought that you only wanted to see "open" and "on hold" tickets in the view. This is all a misunderstanding.

Glad you got your issue solved.

supportskins · 14-06-2007, 07:15 PM

In the Staff CP. Nevermind, I am glad you figured out the issue

rbro · 14-06-2007, 08:47 PM

Quote:

Originally Posted by Siora

We thought that you only wanted to see "open" and "on hold" tickets in the view. This is all a misunderstanding.

Glad you got your issue solved.

LOL.....Yes, that's exactly what I wanted and exactly what I got!

Thanks!

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rbro Offline Member Posts: 55 Join Date: Jan 2004	How do I view open AND on hold tickets in one view? - 14-06-2007, 04:42 AM I need to be able to see all open AND on hold tickets for all departments in one list view. I was able to do this easily in ver. 2. How do I do this in ver. 3?

supportskins Offline Senior Member Posts: 3,821 Join Date: Aug 2006 Location: Mumbai, India	14-06-2007, 10:27 AM You can create a Label in the software Staff CP and view all onhold and open tickets at a single click. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

rbro Offline Member Posts: 55 Join Date: Jan 2004	14-06-2007, 05:16 PM Thanks. I think I found another way to do this by setting an option in the admin cp.

rbro Offline Member Posts: 55 Join Date: Jan 2004	14-06-2007, 05:40 PM Yes. In Admin CP: Tickets->Manage Status Click on "On Hold" Set "Display in Main Ticket Listing" to "YES"

supportskins Offline Senior Member Posts: 3,821 Join Date: Aug 2006 Location: Mumbai, India	14-06-2007, 06:37 PM That will display tickets of 1 status and not both at the same time. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	14-06-2007, 06:51 PM Yes...I don't think that is the solution to your question. Siora Solutions Inc. www.sioraIT.com

supportskins Offline Senior Member Posts: 3,821 Join Date: Aug 2006 Location: Mumbai, India	14-06-2007, 07:10 PM When you click on Open or onHold, the generated list will display tickets with status Open and onHold respectively for that specific department Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

rbro Offline Member Posts: 55 Join Date: Jan 2004	14-06-2007, 07:13 PM I think we're talking past each other. I needed to be able to see all tickets with a status of open and on hold in all departments when clicking on "view all" in the ticket list. By following the steps I outlined above, I can now do this.

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	14-06-2007, 07:15 PM We thought that you only wanted to see "open" and "on hold" tickets in the view. This is all a misunderstanding. Glad you got your issue solved. Siora Solutions Inc. www.sioraIT.com

supportskins Offline Senior Member Posts: 3,821 Join Date: Aug 2006 Location: Mumbai, India	14-06-2007, 07:15 PM In the Staff CP. Nevermind, I am glad you figured out the issue Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/