I added the user to the group and now they can see the tickets. But this causes a problem - manager's don't get "Assigned" tickets. Making them the "Manager" of the group does not work.
Is there a work around to this - or is this operating as designed? Thanks! On Tue, Jul 29, 2008 at 11:48 AM, T. Dee <[EMAIL PROTECTED]> wrote: > He is already a member of the group. > > > On Tue, Jul 29, 2008 at 11:28 AM, Steven Pataray <[EMAIL PROTECTED]> wrote: >> ** >> As far as I know in 6.3 just setting him as a manager in the "Configure >> Group Definition" doesn't affect the console. The manager needs to be >> configured in the group from the "Group Population" form. You have to look >> at the Management Console's Table Property to understand how it works. As >> mine shows: >> (( $Console View$ = "Group") AND ( 'Assigned To Group+' != $NULL$ ) AND >> ($GROUPS$ LIKE (( "%" + 'Assigned To Group+') + "%" ))) >> >> If what you are saying is how ITSM 7 works that would be a great change. I >> guess with some added workflow you could use that field in the "Configure >> Group Definition" to filter it. >> >> Steve >> >> >> On 7/29/08, T. Dee <[EMAIL PROTECTED]> wrote: >>> >>> Yes the Console View is set to "Group" as well - sorry forgot to >>> include that in my email - and still the tickets do not show up. >>> >>> >>> On Tue, Jul 29, 2008 at 10:37 AM, Steven Pataray <[EMAIL PROTECTED]> >>> wrote: >>> > ** >>> > You didn't mention what the Console View is set at. If he is part of a >>> > group >>> > and he just wants to see what tickets are assigned to his group/s he has >>> > to >>> > set the Console View to "Group". If he just want to see tickets assigned >>> > to >>> > himself he sets the Console View to "Myself". All the Show does is >>> > filter >>> > the types of cases (HD, CHG, TSK or All). >>> > >>> > Steve >>> > >>> > On 7/29/08, T. Dee <[EMAIL PROTECTED]> wrote: >>> >> >>> >> I checked - the user is part of "App-Management" as well I have him >>> >> set as "Manager's Name" on "Configure Group Definition". When I open >>> >> the Remedy Management Console I click on the "SHOW" pull down and >>> >> choose "ALL OPEN REQUESTS", but only see what is assigned to him - not >>> >> the tickets to the group that he belongs to. >>> >> >>> >> Any ideas what I am missing? >>> >> >>> >> THANKS! >>> >> >>> >> On Tue, Jul 29, 2008 at 8:12 AM, T. Dee <[EMAIL PROTECTED]> wrote: >>> >> > They are part of the group - this is why I didn't understand why the >>> >> > ticket would not show up in the management console. As well it seems >>> >> > in 6.3 they don't have "Member" and "Associate Member" like they do >>> >> > in >>> >> > ITSM 7. Because Manager's may want to see all the tickets, but don't >>> >> > want to be part of the group. >>> >> > >>> >> > >>> >> > >>> >> > On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray <[EMAIL PROTECTED]> >>> >> > wrote: >>> >> >> ** >>> >> >> The manager would need to be part of the group to see that groups >>> >> >> tickets. >>> >> >> Just like support. >>> >> >> Steve >>> >> >> >>> >> >> On Mon, Jul 28, 2008 at 9:43 AM, T. Dee <[EMAIL PROTECTED]> wrote: >>> >> >>> >>> >> >>> Does anyone know why when a user in Help Desk 6.3 is set as a >>> >> >>> Manager >>> >> >>> they do not see the tickets assigned to their groups under the >>> >> >>> Management Console? >>> >> >>> >>> >> >>> Thanks! >>> >> >>> >>> >> >>> >>> >> >>> >>> >> >>> >>> >> >>> _______________________________________________________________________________ >>> >> >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>> >> >>> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers >>> >> >>> Are" >>> >> >> >>> >> >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers >>> >> >> Are" >>> >> >> html___ >>> >> > >>> >> >>> >> >>> >> >>> >> _______________________________________________________________________________ >>> >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>> >> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >>> > >>> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >>> > html___ >>> >>> >>> _______________________________________________________________________________ >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> html___ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
