Is there a way to modify the system views of tickets in SysAid? I tried searching and asking the copilot helper but it only told me how to add a personal saved view. I’d like to have a system wide view of unassigned tickets for all administrators. Thanks for any help!
...Brad
Best answer by bmelendy
As an FYI, I was advised by Tech Support that the proper static filter for an unassigned view is:
responsibility is null or responsibility = 'none' or responsibility=''
The data in the SysAid Copilot KB referenced above was incorrect and broke the display. Just FYI for those who may stumble across the same misinformation I did.
+1Hi there,
You can customize a list by clicking on the name of the view in the upper left corner of the list, then clicking on Customize View.
For more information, please check our documentation linked here: Customize a List
Thank you, I found reference to static filter options and the KB suggested using “assigned_to IS NULL” to list only unassigned tickets. Unfortunately, as soon as I saved this, the entire screen went blank and will not load anything other than the top most toolbar. I can still view INCIDENTS but if I choose to view ALL, the display fails to load.
The URL did not seem to change so the suggestion of altering the web URL does not seem to help in this case. I have opened a ticket with support in hopes they can advise a way to restore the ALL view.
...Brad
As an FYI, I was advised by Tech Support that the proper static filter for an unassigned view is:
responsibility is null or responsibility = 'none' or responsibility=''
The data in the SysAid Copilot KB referenced above was incorrect and broke the display. Just FYI for those who may stumble across the same misinformation I did.
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