Allow filtering by queue (was removed in 6.3)
We used to be able to exclude (or include) queues within the advanced search within the service desk. "Queue" has been removed from the filter drop down list in the last update. This would be helpful to have back as I only manage certain queues. Thank you!
Joshua Brechbuehl
shared this idea
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Nancy Cunningham
commented
In order for this to work properly, you would probably also need to add an 'All My Queues' option in the Queue drop-down on the Tickets View. Doing this would allow the search to cover multiple queues. Right now, if an Owner does not have access to 'All Queues', they must search each queue separately. This is a major issue for our tech support front line.
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Mike
commented
This is causing major problems with our technicians work within the service desk, so much that we would not have upgraded to 6.3 if we realized it was a problem.