Search Retired Services

[Logan Graham]

Hi All,

Hoping you can help, something we have noticed since moving a few things around with our help desk here, we can no longer search for requested that belong to a retired service. 

I know a little while ago it was sorted that people could see their own requests from retired services but it would be helpful if members that are in the supporting teams of the retired service can still search for tickets using the top search bar. 

We normally search for tickets that have been opened by a user in the past and click on "all my services" which brings up all tickets for that user.

Unless there is another better way of doing this I am open for options.

Thanks in advance.

Logan

[James Ainsworth]

Hi Logan,

Have you tried searching using the ''All My Teams'' option?  These requests should still be allocated to the teams.  I know this works for requests that don't have an associated service, so it might be possible when they are associated to a retired service.  Let me know if not, and we can have another look at this.

[Logan Graham]

hi @James Ainsworth with that it doesn't seem to work if the person is not a member of that team(which makes sense). Do you suggest I add them to the other teams? 

Only issue with this is I have tickets that assign based on round robin so I cannot add all team members to that. 

Thanks,

Logan G

[James Ainsworth]

Hi Logan,

There is an option in Admin where you can define which members of a team are available or not available for assignment.  I believe that this applies to both manual and round-robin assignments.

[Logan Graham]

@James Ainsworth oh i take it this is a new feature from the discussion we have been having on my other topic 

 

 

Thanks,

Logan G

[Logan Graham]

Wait never mind, its not the same due to the still need to be assigned the tickets just not automatically.

I have added them to these groups and this works.

Thanks,

Logan G