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Admins view all helpdesk tickets - Helpdesk settings

Posted: Wednesday, September 11, 2019 11:40:03 PM(UTC)
thare

thare

Member Original PosterPosts: 5
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I want my admins to be able to see all help desk tickets, not just tickets assigned to them. The same way you see all of the tickets in the built in admin login.

I have given my admin group access to all rights that are available in the group settings but they are still only able to see tickets assigned to them.
aaronatkinson
#1aaronatkinson Member Posts: 7  
posted: 9/12/2019 2:02:50 PM(UTC)
Originally Posted by: thare Go to Quoted Post
I want my admins to be able to see all help desk tickets, not just tickets assigned to them. The same way you see all of the tickets in the built in admin login.

I have given my admin group access to all rights that are available in the group settings but they are still only able to see tickets assigned to them.


Can they not just create a new tab & add the correct filters to view all assigned / un-assigned tickets?

thare
#2thare Member Original PosterPosts: 5  
posted: 9/12/2019 8:16:42 PM(UTC)
Originally Posted by: aaronatkinson Go to Quoted Post
Originally Posted by: thare Go to Quoted Post
I want my admins to be able to see all help desk tickets, not just tickets assigned to them. The same way you see all of the tickets in the built in admin login.

I have given my admin group access to all rights that are available in the group settings but they are still only able to see tickets assigned to them.


Can they not just create a new tab & add the correct filters to view all assigned / un-assigned tickets?



Hmm I was not aware I could create a new tab. How do I do that?
thare
#3thare Member Original PosterPosts: 5  
posted: 9/12/2019 8:18:57 PM(UTC)
Originally Posted by: aaronatkinson Go to Quoted Post
Originally Posted by: thare Go to Quoted Post
I want my admins to be able to see all help desk tickets, not just tickets assigned to them. The same way you see all of the tickets in the built in admin login.

I have given my admin group access to all rights that are available in the group settings but they are still only able to see tickets assigned to them.


Can they not just create a new tab & add the correct filters to view all assigned / un-assigned tickets?



I see the button to create a new tab in the Dashboard but I do not see the same options on the helpdesk.
thare
#4thare Member Original PosterPosts: 5  
posted: 9/12/2019 9:37:53 PM(UTC)
Originally Posted by: aaronatkinson Go to Quoted Post
Originally Posted by: thare Go to Quoted Post
I want my admins to be able to see all help desk tickets, not just tickets assigned to them. The same way you see all of the tickets in the built in admin login.

I have given my admin group access to all rights that are available in the group settings but they are still only able to see tickets assigned to them.


Can they not just create a new tab & add the correct filters to view all assigned / un-assigned tickets?



I have the option to add a tab when I log in as the built in administrator account. but not when using my help desk techs user accounts. I verified their settings should give them full access.
Esben.D
#5Esben.D Member Administration Posts: 1,982  
posted: 9/18/2019 3:44:50 PM(UTC)
Check if the role those people have has this permission included
role permission
thare
#6thare Member Original PosterPosts: 5  
posted: 9/18/2019 8:50:29 PM(UTC)
Originally Posted by: Esben.D Go to Quoted Post
Check if the role those people have has this permission included
role permission


I understand now that this is a license issue. I need to purchase more agent licenses for the help desk

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