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This may be a odd and imposible request but I was wondering if there was a way to have tickets still be open but not on the available to work tab.  My thinking is that we have about 30ish broken screen tickets that say open till we get parts for them.  We wait to buy bulk parts so that we can get them cheaper.  That being said, they usually complete the ticket so that it doesnt clog up the open ticket files.  I like to keep them open since they are not fixed and will give a complete number of devices that are waiting for parts.  I have thought of putting them into locations but then it would put all of them in the “waiting for parts” location while also keep thing the “open tickets” open.  

 

Please let me know if you have any suggestions or if any of that doesnt make sense and I can try and better clarify what I am looking for. 

To me it sounds like a custom ticketing view would be best to have this. For filters I would just exclude those tickets. I can think of a few ways but I would probably tag them with something specific and just exclude that tag so it’s a live list.

@BHenker Thank you for submitting your question to our community! 😄

There are a few ways to do this. @bclark made a great suggestion for that custom view! I would suggest a custom ticket status so you can filter by “waiting on vendor” or even “out for repair.” Here is a guide to get those set up: 

Let us know if you need anymore assistance 😄

Sorry, I need to clarify.  I would like to see the tickets still on my end but to not have the other admin agents see the tickets open.   Mainly this is because of preference by each person and that I maily work on the fixing of the chromebooks and devices.  My coworkers like it to be out of the way if it is something like that but I like to have them open and “on hold” or something like you stated @bclark and @Kathryn Carter.  Something like the “avalable to work”, “assigned to me”, “assigned to others”, “unassigned” tabs on the open ticket tab where it is soloy on that tab and not added to the open ticket tabs.  If this isnt possoble, no worries. 

Hopefully that makes more sense. 

@BHenker Thank you for clarifying your request. I truly understand your request and do not believe it would be possible. 

This idea has a different use case but would also solve your issue. Please consider commenting and upvoting this idea: 

 

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