Assignment group filter to see new incidents in Queue

[julian_day17]

Greetings all,

I am looking for advice to create a filter to see new tickets assigned to an assignment group.

Example: Assignment group changes from Software to Application support.

Users in the application support queue can see which tickets are new in the queue and which are being worked on.

We can't use incident state as this must stay active and assigned to may/may not be populated with user names.

We also do not want to add another incident state.

Thanks in advance

Julian.

[Pradeep Sharma]

Hi Julian,

You mean creating a static filter for one of the assignment group. Please confirm.

If yes then you can create a module and then apply the filter as below.

[shamma]

Hi Julian,

You can apply filters and drag and drop to left side bar as shown below:

After applying filters of your choice you can drag the complete filter and place it to left as shown below.

Then   whenever you want to see the incident assigned to your team you can just simply click on that. As shown.

Let me know in case of any questions.

Feel free to put the comment correct.

Regards,

shamma

[julian_day17]

It needs to work for   all assignment groups in the system. Was thinking along the lines of query   the current assignment group and the   previous assignment group and try to find a way to show only the ones that had changed.

[shamma]

Hi Julian,

You can choose assignment is anything then it will work for all assignment groups.

If you want to see the changed assignment groups then you can create your custom reports.

Let me know in case pf any questions.

feel free to like my comments if that helps you.

Regards,

Shamma