Show tickets for all technicians

[lpopejoy]

Would it be beneficial to anyone else to have an option to "show all open tickets on the main ticket view? That way you can view/edit tickets that have been entered by other technicians... Also, we change the status to "waiting for pickup" and "pending followup", but these tickets are still showing up in the Ticket window (as would be expected...). It may be a cool thing to be able to specify what status entries you want to show up, and save that as a preference or something like that...

[AN-Tech]

Re: Show tickets for all technicians

Would definitely be useful to us.

[dytechs]

Re: Show tickets for all technicians

Us too. The ability of techs to help each other out by transferring tickets to one another would be helpful.

[jim@dsolutionsgroup.com]

Re: Show tickets for all technicians

You can update tickets and reassign to another tech via Interlink already. Within the Interlink Advanced Reports module there is a "Priority Tickets Report" that lists open tickets grouped by priority. This report shows ticket number, client, age of ticket and who it is currently assigned to. You can click on the ticket number to edit the ticket and easily update who it is assigned to.

Jim

[sudogreg]

Re: Show tickets for all technicians

can we somehow get this integrated into the dashboard. here is what we would like to do.
Have a large display in our tech area with a dashboard interface up (your current dashboard like interface) that has info like the priority tickets report page, maybe with a configurable length of time that changes colors. it must also update in real time, or refresh every minute or so. what would it take to get this feature??

this would allow our techs to see ALL tickets in the system, as well as admins, so we can all monitor all activity.

[sudogreg]

Re: Show tickets for all technicians

actually, the more i look around, it seems like that is what the dashboard is for... except ours shows 000 with no results. - ticket status shows pending...

[jim@dsolutionsgroup.com]

Re: Show tickets for all technicians

The dashboard needs separate CommitCRM Employee License for each "Queue". You then setup a user within CommitCRM and assign tickets to that user. For example, we have a "New Tickets" and "On Hold" queues. We then setup the client intake by location so that when a new ticket is submitted it is assigned to the "New Tickets" user which shows on our dashboard new tickets and will play an alarm if immediate level ticket is submitted. If we need to mark a ticket as on hold we assign it to the "On Hold" user within CommitCRM and then those tickets show on the dashboard in the "On Hold" Queue.

Currently the dashboard does not show all tickets NOT closed under all technicians due to load those queries would create… you could look to see if under admin reports, the Priority Tickets Report would give you what you are looking for.

Also, when the SLA Manager piece is completed it will allow for alerting on tickets under all technicians.

Jim