View All show all open and on hold status

[netFusion]

I know I remember seeing this discussion a long time ago, but I sure can't find it in the forum or in SupportSuite now that I'm trying to use it...

Ok, I have a staff member that has access to one department. This person is responsible for opening tickets assigned to that department before the tech is allowed to work on them.

So, the mail queue creates the ticket and sets the status to On Hold. This is 3.11.00 Stable, by the way.

Staff member logs into staff area and clicks on "View All" under tickets. It only shows open tickets. The staff member does not see the On Hold tickets.

Where is it that I modify the status that are shown for the View All filter?

It's not under "View Options->Edit View" and the View All doesn't show all by default...

Thanks!

[richm]

Not sure this is it, but...

Admin > Tickets > Manage Status

Edit the "On Hold" Status and look at:

Display in Main Ticket Listing
If enabled, all Tickets under this Status will be displayed in the main Ticket Listing. It is recommended that this option be disabled for Resolved Ticket Statuses like "Closed", "Fixed", or "Info Required"

Sorry if I missed what you were after.

Rich