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Tickets not showing up in "group" unless a query is used.

I am configuring our ticketing system in Web help desk right now. I'm having an issue where open tickets are not showing up in "Group Tickets". I can query for all tickets with an open status and they show up, but they don't do it by default. I don't have them set to auto assign and have tried not tying them a tech group. So far nothing is giving me the result I want. My goal is to have a ticket pool where all submitted tickets go and can be viewed by all the techs in that ticketing group. Is this possible, or can I only accomplish this by building queries? Some pictures might help illustrate my point.

These are what I see by default, they are just some test tickets.

Group Tickets.jpg

When I run a saved query for all tickets with a status of open:

Group Tickets - open.jpg

The top ticket isn't assigned to a tech, but is part of a group. Shouldn't any tech assigned to the group that ticket belongs to be able to see it? (fyi, all of my techs belong to every group since we are a small department).

I would like the 2nd view to be the way it works sans query if possible.

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Accepted answers

kellytice

Hmm.. So Nick Lana is in all Tech Groups.

Are your Techs assigned to Location Groups?

side note: if all your Techs work the same tickets, you could likely get rid of all the other Tech Groups and just have one Tech Group. (but having multiple Tech Groups shouldn't be causing this issue)

All comments

kellytice

Hmm.. So Nick Lana is in all Tech Groups.

Are your Techs assigned to Location Groups?

nickslo

That was the issue. I had a test location group that only had some locations in it and was missing others.

I set multiple groups up for change management, IE: servers or network changes all get assigned to a specific group so they can be sorted that way. I suppose it might be just as easy to create IT only request types for those two though. I will look into changing that, thank you for the advice.

kellytice

ah, excellent! thought it might be related to the location groups, but that's one of those things that not everybody plays with so wasn't sure.

and yeah, i could totally see using tech groups if you want to use them as something to query/run reports against. cool.