Tools

Unable to see tickets in Group Tickets View of Admin/Tech User Interface in WHD

This article describes the troubleshooting steps to resolve the issue when an Admin or Tech is unable to see tickets in Group Tickets View.

First published date

8/14/2019 1:29 AM

Last published date

11/28/2019 5:58 AM

Overview

The Group Tickets view is filtered in the following order:
  1. Status Type > Include in My/Group Tickets Filter
  2. Tech Group
  3. Tech Group Level
  4. Location Group
  5. Department Group
  6. Companies

Product section

Web Help Desk

Cause

  1. A Location Group or Department Group exists to a user for it to filter the tickets they can see in Web Help Desk
  2. The technician is not a member of the correct Tech Group
  3. The Request Type of the missing tickets are not assigned to a Tech Group
  4. The Location or Department information in the ticket is not assigned to any Location Groups or Department Groups in Web Help Desk

Resolution


Resolution 1:
  • If the issue is regarding Locations: Remove Location Group in Setup > Companies & Locations > Location Groups
  • If the issue is regarding Departments: Remove Department Group in Setup > Companies & Locations > Department Groups

Resolution 2:
  • NOTE: Look for all the tickets in question and take note of their Location and Department.
  • If the issue is regarding Locations: Assign the Location of the ticket in question to the Location Group where the Tech/Admin is the Assigned Tech.
  • If the issue is regarding Departments: Assign the Department of the ticket in question to the Department Group where the Tech/Admin is the Assigned Tech.

Resolution 3
  • Go to Setup > Techs > Tech Groups and confirm if the technician is a member of the Tech Group where the ticket request type belongs to.

Resolution 4
  • Go to Setup > Techs > Tech Groups and make sure that the request type of the ticket is assigned to the tech group for the technician

Resolution 4
  • Take note of the Location or Department assigned to the ticket. 
  • Go to the Location Groups or Department Groups and make sure that the Location or Department is assigned to Group where the technician is assigned to.
  • If the Location or Department is not a part of their actual Location or Departments in Web Help Desk, check to see if the Location or Department attributes came from the LDAP attributes. There are instances where the LDAP connection syncs the AD accounts and gets the Location or Department attribute from the AD. Confirm if the administrator wants this feature or not. To disable the LDAP configuration to import Locations or Departments in Web Help Desk, go to Setup > Clients > AD/LDAP > click the LDAP connection. Edit the settings and go to Attribute Mappings tab. Uncheck the Add New Locations or Add New Department boxes and save.