Apologies if this has been asked and answered already but in the Open Tickets view, what's the difference between "All Open Tickets" and "Available to Work?"
Are there ever any instances where an open ticket is not available to work?
Is it possible to remove one of these tabs if they’re redundant in how we have things configured?
Solved
All Open Tickets vs Available to work
+3Best answer by AJennings
I could imagine a workflow where you have users who can view tickets but can’t work them based on location, type of ticket, or assigned team. For instance, our ITF in one school could see all tickets in the district but only work tickets in their building.
You could also set it up so that tickets assigned to the network team can’t be snagged by someone else, but you want them to easily be able to see the progress of the ticket.
I could imagine a workflow where you have users who can view tickets but can’t work them based on location, type of ticket, or assigned team. For instance, our ITF in one school could see all tickets in the district but only work tickets in their building.
You could also set it up so that tickets assigned to the network team can’t be snagged by someone else, but you want them to easily be able to see the progress of the ticket.
+17
+2I’m wondering if there is an answer to one of the original questions on this chain, which is:
“Is it possible to remove one of these tabs if they’re redundant in how we have things configured?”
And if it is not possible, is there an open idea already relating to this? I would like to upvote it if there is!
+18
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