Service Ticket View Based on the Channels.

[kamran_farooqui]

Hello,

We have a scenario where we want to give ticket view access based on the Channel/Source.

I could not able to find the appropriate options to do so.

In Ticket Sub Work Center we have many view options like my ticket, team ticket but I want to restrict the user to see only ticket created through manual source/channel, or a user can see only manual and inbound mail tickets only.

Kindly advise.

Regards.

[former_member590177]

You can do this by creating a query then saving it.

Click the Search (magnifying glass) in the Ticket WCV, then set your criteria for Source as below

Then click the button to Save it

Then you can run it

I believe if you do the above in Adaptation mode, it will be available to all users

[kamran_farooqui]

Hi Matthew,

Thanks for your response, but this will not resolve my issue.

I can have many queries but assigning role wise is an issue. I want each query to be defaulted role wise in this scenario if I create a custom query and make it default it'll be defaulted for all the roles.

Regards.

[former_member590177]

Hi Ahmed. That's something we wanted to do as well, but unfortunately we never found a way to do it. So instead we have a document we send to new users, one of the tasks in there for them to do is to select a specific query as a default. If you can't work out how to do it either, if you create an Idea to send to SAP, I will vote for it.