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Good day,

In the classic view, I had a filter set to show any tickets that weren’t assigned to a specific admin, but may have been assigned to a group. In Spaces, this does not seem to be possible, as choosing unassigned shows only tickets that haven’t been assigned to a user or group, but choosing a group shows all tickets assigned to users in that group. Is there a way around this?

For example we have two main admin groups: Helpdesk and Dev Team. I want to see all tickets that have been assigned to the Helpdesk group, but haven’t been assigned to a specific user in that group.

Thanks!

Hi there,

SysAid Copilot is here with our AI Magic!

Here is the response we thought might assist you:

## Spaces: View Unassigned Tickets Assigned to a Group

To create a view in SysAid Spaces that shows tickets assigned to a specific group (e.g., Helpdesk) but not assigned to any specific admin, follow these steps:

### Steps to Create the View

1. **Log in to SysAid Spaces**:
- Use your SysAid Administrator credentials to access the Spaces interface.

2. **Navigate to the Service Desk**:
- Go to **Service Desk > Incidents** or the relevant ticket list.

3. **Customize the View**:
- Click on the **Customize View** option (usually represented by a cogwheel or similar icon).

4. **Create a New View**:
- Select **'Create a new view'** or modify an existing view.

5. **Set the Filter Criteria**:
- In the filter settings, use the following criteria:
- **Admin Group**: Set this to the desired group (e.g., Helpdesk).
- **Responsibility**: Set this to `None` or leave it blank to filter tickets that are not assigned to any specific admin.

Example filter expression:
```
assigned_group = 'Helpdesk' AND (responsibility IS NULL OR responsibility = '')
```

6. **Save the View**:
- Give the view a descriptive name, such as "Unassigned Helpdesk Tickets."
- Click **Save** to apply the filter.

7. **Test the View**:
- Refresh the page and verify that the view displays tickets assigned to the Helpdesk group but not to any specific admin.

### Additional Notes

- If you encounter any issues with the filter not working as expected, ensure that the group names and field names match exactly as they are configured in your SysAid system.
- This method allows you to replicate the functionality you had in the Classic view within the Spaces interface.

If you need further assistance or encounter any issues, feel free to ask!

Fails at step three or four, there is no Customize View option like that anymore.

​@Allan Twigge Thank you for reporting this. We amended the the answer provided by Copilot and also enabled a feature on our side that should allow you to use the operator AND instead of OR when setting up a filter. Can you test and let us know the outcome? 

​@MADALIN There is no place in the Spaces ticket view to setup customized views like this that I can find. The cogwheel icon only allows you to rearrange and add or remove columns, and clicking the upside down flask next to the Assigned To column only gives the option select a user and/or group. There is no spot to enter a custom filter like that that I can find.

​@Allan Twigge 

That part of the answer was incorrect, as it referred to the location of the page in the Classic UI. This has been updated to avoid such confusion in the future.

The feature I enabled on my side changes the logic of the "Unassigned" filter in Spaces. The initial issue was that creating a filter to show any tickets not assigned to a specific admin,but possibly assigned to a group, did not return correct values.

Can you check if this can still be replicated in your environment?

​@MADALIN Yes, that seems to be working now! If I select Unassigned for the Admin and Helpdesk for the group it shows all unassigned tickets for that group. Thank you for all the help!

​@Allan Twigge Glad to be of assistance. In case of any other issues, please don’t hesitate to reach out to our Customer Care team 

I wish you a lovely rest of the week 

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