New organization view: displayed tickets

[Stefan Schumacher]

Hi there,

some of our agents found the new organization view a nice feature to use, but struggle with one issue:

In the overview of recent tickets are only those shown, that were created by a member of the organization. It happens regularly that our agents are creating tickets for the customers (announced updates, for example) that are not assigned to a customer,but stay in their posession until resolution. This makes the overview incomplete.

Adding these agents to the orgs could be possible, but makes no sense. And I didnt find a setting to switch this view to "all tickets of this org" Is there a way to change iit? 

In my point of view, the way it works atm is not thoroughly thought through, showing all org tickets schould be default.

Regards,

Stefan

[Dan Breyen · Accepted solution]

Hi @Stefan Schumacher welcome to the community.  When your Agents are creating a ticket for Organization A, are they creating it and filling in the 'Raise this request on behalf of' field with someone for Organization A?  In my instance, as an Agent, I'm creating work items quite often that belong to a specific Organization, and usually making sure they belong to a member of the organization.  

If I create a ticket for a specific organization, and I am not a customer assigned to an Organization, and I'm seeing that ticket in the list of issues that belong to that organization.

Can you verify the Organization field is filled in on the ticket if they don't show up?   

Maybe I'm missing something, and I would agree with @Marc - Devoteam that more information (screen shots and a workflow) would be helpful if I'm not following your issue.

Hope that helps.

[Stefan Schumacher]

Hi @Dan Breyen ,

sometimes the solution is that simple. I didn't come to this idea myself. "on behalf of...." does the trick.

The roganization is always filled with the right customers organization, but the Reporter is not set ptoperly, as the agents are creating issues "for themselves". Thank you.

[Marc - Devoteam]

Hi @Stefan Schumacher 

Welcome to the community.

Can you provide a screenshot, I don't seem to re-call a new configuration view.

[Stefan Schumacher]

It's not about a configuration view, it's about this view.

[Stefan Schumacher]

Its not about a configuration view, Its about the standard organzation view: