Hi - I’d like to set up a monitor to list unassigned tickets in my SVD’s queue. Can’t figure it out. Anyone? Thanks.
On your Event Monitor in the Assignments tab, in the Assigned Service Department field type in the name of the SVD. Then in the adjacent Assigned User populate these fields with all of the members of the SVD and then change the format from Include to Exclude.
The below image may help.
I do not know which version it was introduced in but here are a couple of bits you might be able to also use.
- You can use the users primary service department if you are cascading the event monitor to multiple users.
- There is a tick box (shown below) that will weed out any tickets assign to users. I use this in my own ‘triage’ process.
+9Just leave the Assigned User blank and check the box for Service Dept Assigned Only, then you will only see events where there is no Assigned User.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.