Tools

The ticket does not appear on the Group Tickets page; however, it can still be found using the search feature in Web Help Desk (WHD)

User has verified that the “Include in My/Group Tickets” filter is enabled for this ticket. The issue persists in both Chrome and Edge. Additionally, all technicians who should have visibility in the Group Tickets view are unable to see this ticket.

First published date

5/1/2026 4:31 PM

Last published date

6/30/2026 12:52 PM

Overview

In Web Help Desk (WHD), a ticket may be findable via the search function but fail to appear in the Group Tickets view for one or more technicians, even when the Include in My/Group Tickets Filter flag is enabled on the ticket. This behavior is not browser-specific and is not resolved by clearing cache or switching browsers. The Group Tickets view applies additional filtering beyond that flag: tickets are also filtered by Tech Group, Tech Group Level, Location Group, and Department Group. A technician must be a member of each group assigned to the ticket for it to appear in their Group Tickets view. If any one of those four values does not match, the ticket is excluded from the view — regardless of the Include in My/Group Tickets Filter setting.

Product section

Web Help Desk

Cause

Tickets in the Group Ticket tab are filtered by Tech Group, Tech Group Level, Location Group, and Department Group. To see tickets that have all those factors assigned, you must be a member of each of those groups and group levels.

Resolution

In WHD, the Include in My/Group Tickets Filter flag alone isn’t enough for a ticket to appear under Group Tickets. WHD also filters by several group-type fields on the ticket, and the tech has to match all of them.  

For each ticket that is missing from Group Tickets, check:

  1. Open the ticket (as an admin or a tech who can see it via search).
  2. Note the ticket's:
    • Tech Group
    • Tech Group Level
    • Location Group
    • Department Group
  3. Now check the affected technician:
    • Go to Setup → Tech → Techs, open the tech’s account.
    • Confirm they are a member of that same Tech Group and Tech Group Level.
  4. Check their Location Group and Department Group membership:
    • Setup → Location → Location Groups
    • Setup → Location → Department Groups / Departments
    • Make sure the tech is in the exact same Location Group and Department Group as the ticket.

If any one of those four does not match, that ticket will not appear for that tech in Group Tickets, even though “Include in My/Group Tickets Filter” is checked. This applies to admins as well.