When trying to filter the “Admin Group” column from the “All” tickets view with a multiple-selection, nothing happens when the “multiple selection” link is clicked - no checkboxes appear to be able to select multiple options. If I change to the Incidents, Requests, or Changes view, multiple-selection works fine. Where should I look to correct this issue? Thanks
Multiple-Selection not working when filtering by column header in "All Tickets" queue
Userlevel 1
+3
Hi there,
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Here is the response we thought might assist you:
SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:
**AI magic at your service!**
Thank you for reaching out with the issue regarding the multiple selection option in the Admin Group column within the 'All Tickets' queue in SysAid. Let's go through a series of troubleshooting steps to help resolve this issue.
**Step 1: Verify Field Configuration**
- Navigate to **Settings > Customize > Lists** in your SysAid admin portal. Check the configuration for the Admin Group field to ensure that it is set to allow multiple selections. There might be settings specific to this field that are preventing the tick boxes from appearing.
**Step 2: Check for Customizations**
- If the Admin Group field has been customized or if there are any scripts running that might affect its behavior, this could be causing the issue. Review any customizations to see if they might be interfering with the multiple selection functionality.
**Step 3: Clear Browser Cache**
- Sometimes, browser cache can cause display issues. Try clearing your browser's cache and then reload the SysAid page to see if the issue persists.
**Step 4: Try a Different Browser**
- To rule out browser-specific issues, try accessing SysAid using a different browser. This can help identify if the problem is isolated to a particular browser.
**Step 5: Revert to Default View**
- Sometimes, changes in the view settings can cause display issues. You can revert to the default view by modifying the URL in your browser's address bar. Append `&listViewName=DEFAULT` at the end of the URL and press Enter to reload the page.
**Step 6: Reset Parameters**
- If the default view does not resolve the issue, you can try resetting the parameters by adding `&resetParams=YES` at the end of the URL and pressing Enter.
**Step 7: Contact SysAid Support**
- If the issue remains unresolved after trying the above steps, it may require further investigation by SysAid Support. Please update your existing Service Record with the steps you've taken and any findings. If you haven't opened a Service Record yet, you can do so by clicking the 'Create a Service Record' link located on the chat page.
We understand the importance of this functionality for your operations and are here to assist you in resolving it as quickly as possible. Please follow the steps provided and reach out for further support if needed.
Best regards,
SysAid Technologies
Thank you for reaching out with the issue regarding the multiple selection option in the Admin Group column within the 'All Tickets' queue in SysAid. Let's go through a series of troubleshooting steps to help resolve this issue.
**Step 1: Verify Field Configuration**
- Navigate to **Settings > Customize > Lists** in your SysAid admin portal. Check the configuration for the Admin Group field to ensure that it is set to allow multiple selections. There might be settings specific to this field that are preventing the tick boxes from appearing.
**Step 2: Check for Customizations**
- If the Admin Group field has been customized or if there are any scripts running that might affect its behavior, this could be causing the issue. Review any customizations to see if they might be interfering with the multiple selection functionality.
**Step 3: Clear Browser Cache**
- Sometimes, browser cache can cause display issues. Try clearing your browser's cache and then reload the SysAid page to see if the issue persists.
**Step 4: Try a Different Browser**
- To rule out browser-specific issues, try accessing SysAid using a different browser. This can help identify if the problem is isolated to a particular browser.
**Step 5: Revert to Default View**
- Sometimes, changes in the view settings can cause display issues. You can revert to the default view by modifying the URL in your browser's address bar. Append `&listViewName=DEFAULT` at the end of the URL and press Enter to reload the page.
**Step 6: Reset Parameters**
- If the default view does not resolve the issue, you can try resetting the parameters by adding `&resetParams=YES` at the end of the URL and pressing Enter.
**Step 7: Contact SysAid Support**
- If the issue remains unresolved after trying the above steps, it may require further investigation by SysAid Support. Please update your existing Service Record with the steps you've taken and any findings. If you haven't opened a Service Record yet, you can do so by clicking the 'Create a Service Record' link located on the chat page.
We understand the importance of this functionality for your operations and are here to assist you in resolving it as quickly as possible. Please follow the steps provided and reach out for further support if needed.
Best regards,
SysAid Technologies
I figured out the issue - there were two Filter Menus for “Admin Group” defined in the “All” view. I removed one of them (which had “none” as the Field Name) and then SysAid could render the checkboxes for multiple option selection.
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