Automated Individual Ticket Reports

I just had a situation like this.  Team leads in our Ops group wanted to be able to see tickets submitted by their staff so they could they could match up system issue phone statuses with tickets.  Historically they would just email me and ask if so and so submitted a ticket on a particular day.  I ended up making them Client Admins so now they can see tickets submitted by their staff but only with the Request Types I allow.  They have read only access but I could give them permission to make minor ticket edits.

Client Admins versus regular Client accounts?  I'll have to dig into that one...I don't want to lose the normal  client associated the individual tickets, but it sounds like that should work.  Thanx!

Don't worry, you won't lose the traditional client role for the particular user. You're just giving them additional privileges to view others' tickets, and they can still submit their own tickets.

I've established a Client Admin Role and assigned it to a test client.  However, that test client is not seeing any tickets in the Login-->History-->Search for the appropriate Request Type.  It seems I must associate this test Client with Locations, Depts, Groups, and/or Admin Roles, but have not yet been able to allow the test client to see any tickets.  What are the basic requirements to get a Client/Client Admin to see all tickets in the system?

Are you using Locations? If not, create a general location that reflects the whole of your company and assign that user to that location. If you are using multiple locations, you can assign a client to multiple locations by editing the client and adding additional locations. This should allow your client admin to see tickets from all locations that he or she is assigned to.

No joy....using multiple locations and listed test client as the client admin for several sites.  Also listed the test client as CAB authority for all sites.   I'm missing something, it should work.

When you created the Client Admin Role, did you set the request types supported?

Yes, we only have the one)

Also, in the Locations, did you assign a client admin for that location? And are your tickets assigned locations?

Yes and yes...