Quote:
Originally Posted by USAloe
I am sure I am missing it, but in previous versions of the Helpdesk there was the ability to assign tickets to other members...
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I'm going to assume this is just because you're not familiar with the Cerb4 terminology. "Flagging" a worker in version 4 is done by setting the "Next Worker" status. You should see this field in a number of spots: bulk update, (peek) Properties tab, and inside a ticket on the Properties tab or when you reply, by the name "Who should handle the next reply?".
Quote:
Originally Posted by USAloe
...as well as the ability to customize user accounts to do things like:
- Change default mail view so that 100 tickets are showing
- Change default mail sorting so that it shows oldest tickets at the top of the list
I can find how to make those updates, but do not see a way to save those settings so I do not have to update each time I login?
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There is no special "save permanently" button. But to save the sort by column preference make sure you click 'customize' and save changes AFTERWARDS. (All the other 'customize' options in that extended window will be stored automatically when you save too.)
The big problem is that this is still a buggy feature and does not universally work across all worklists in the Helpdesk. Which list are you trying to save out of curiosity: the Mail Overview, Workflow, Search, ... , Home Workspaces? I believe Overview and Workflow are not designed to be saved between sessions but other places for sure, including non-ticket lists in Workspaces. Here's the latest bug on this with links to a few others. Hopefully when this is resolved they all will be resolved, but if not, we will take care of it on a case-by-case basis.
Customized sorting is not persistent between logins (still not fixed for me)
http://www.wgmdev.com/jira/browse/CHD-1129
Quote:
Originally Posted by USAloe
I located a thread talking about the updates to the Overview may be coming soon.
Anyone with any advice how to "assign" tickets to other workers on my team would be much appreciated.
In past versions this allowed the ticket to show up in their queue above the general email queue and we could assign tickets and make comments on them before replying to the customers.
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You must be referring to this request?
[Overview] Bring back the option of not showing 'Assigned' tickets in the 'Open' section of the sidebar
http://www.wgmdev.com/jira/browse/CHD-1143
Currently the "Assigned" tickets will be separated into their own section at the bottom of the Overview sidebar. The problem people have as described in that JIRA suggestion is that they are duplicated in the "Open" section. (A recent change in 4.1)