​@MWilliams 3707212 tbcs Thanks for posting your question to community!

You can add a pre configured “Open tickets by Agent” report to your dashboard in your profile dashboard settings! Just select your name on the top right, then select Options and navigate to the Dashboard tab. Once here, you can scroll to the “open tickets by agent” under the Available Components section to add the report to your dashboard. I hope this helps!

Jon Maynard - Tier 2 Technical Support Specialist

Hi Jon - Thank you for the response. I do not have that as an option though. Does it have to be configured as an option anywhere? I tried creating one as a custom view, but it doesn’t total up as a summary.

​@MWilliams 3707212 tbcs It does require iiQ Admin role for those totality reports to be visible on your dashboard. Unfortunately custom views does not support tallying functionality.

​@LWoods_iiQ So is there no way to view that report in just a facilities context? I’d prefer not to make our facilities admins complete IIQ Admins, it doesn’t seem like very good security practice. Facilities managers can’t see a count of just their employees tickets?

​@CSeverson 360d3c3 tbcs Great question, are these facilities managers also in the agent role? 

​@CSeverson 360d3c3 tbcs A view can be created that is filtered by a specific agent to see a total number in the top tab, but unfortunately custom views do not support tallying functionality at this time.

For example, I created a custom ticket view that filters on Ticket State > Open in the View Settings. I then added a temporary filter of agent Amanda Bennett where it gave me a total of all her open tickets which I added a red square around in the screenshot.

This already exists as an enhancement in Idea Exchange. Please upvote and comment for your need!
 

Thank you!

​@Kathryn Carter  - Yes, the facilities manager is also an agent and has an agent role. Since he manages all the agents, he wanted to see the totals by agent on the dashboard instead of having to go into each agent or filter. 

​@MWilliams 3707212 tbcs Thanks for elaborating on your use case here. Unfortunately because he is still in the agent role, he will not be able to add that to his dashboard. This would be a great enhancement for our idea exchange: https://community.incidentiq.com/ideas