Hello. We have some small issue, and we don’t know how to fix it.
In RT 3.8.4, we have 10 Queues, for different support teams. Each support
team is able to see only his tickets and his queue.
Now the example: In the RT we have 300 unowned tickets together, within all
And now, when some agent from some team logs into RT, he does see only for
example 2 new tickets in the “30 newest unowned tickets” even if he should
The problem is, that in the 30 newest unowned tickets there are 30 tickets
from all queues. Me as an admin, I can see all tickets, and the users should
see only their last 30 unowned tickets on the home page.
But it works now like this. The agent see only 2 on the main page, and when
he clicks on the link on “30 newest unowned tickets”, on the page he see
next 4 tickets, but on the bottom there are 10 pages, so when he clicks on
next page, he see another 2, and so …
How to set the RT so, that each support team will see their last 30 unowned
tickets on the main page which will not be affected by another unowned
tickets from other teams. So if there is together 300 unonwned tickets for
all teams, then each team will be able to see last 30 tickets on main page.
See the pictures below. On the main page we see 2 tickets, but hittint the
30 tickets we got search result, where it found 752 tickets, but those are
tickets from other teams, and those 7 other tickets even they are not owned
and not very old are not displayed on main page.
Here is the picture from my view, as an ADMIN. So I see all tickets (also
all last 30 tickets) and all queues.
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