One member of service desk team not showing in queue

[Stephen Finegan]

Hello, I have a queue set up with 11 service desk members on the team. We recently brought in someone, MM. My issue is that while we are able to successfully assign him tickets and he work on them without issues, his tickets do not show up in the "all open EDS tickets" queue. I have confirmed his licenses are mirroring everybody else on the team, and confirmed he is in the correct group and team as everybody else as well. We can see his tickets if we go to "all open tickets" across the entire company, but not the specfic catch-all for the team he is on currently.

[Benjamin · Accepted solution]

Hi @Stephen Finegan 

Welcome. Based on what you mention, MM permission are set correctly on the system since MM is able to work on the tickets. I would edit the queue and see if there's something missing int the filters. All queues are driven by filters. There has to be something there that is missing his user.

-Ben

[Stephen Finegan]

That was exactly it! Thank you! I'm very new to this and was thrown into an already mostly established configuration, so I didn't know this was how they worked. This will be excellent information going forward!