Setting up queues - I want Agents to see: All My Tickets, All My OPEN Tickets, All My Closed Tickets

Question

I know every Agent has default tickets Assigned to Me and Waiting on Me.  Our agents need to see Closed Tickets to review triage steps, etc.  The problem is if we create them then they are "Global" to all agents.  Agent 1 doens't care what Agent 5 has closed.  They don't only want to see what they are working on.  Is there a  way we can have more local control/display of what queues are shown?

Mike Bowen · Accepted Answer

Hi @Lawrence Demers

So using the script for Assigned to me or Waiting on me, one simply added a status.

assignee = currentUser() AND status = closed ORDER BY Key DESC

assignee = currentUser() AND status = resolved ORDER BY Key DESC

Therefore the user looking at this queue will see all their Closed or Resolved tickets.

-Mike

Lawrence Demers · Accepted Answer

I'll give it a try - Thanks Mike.  We have been wearing many hats.  This is the first day in along time I have been back to the Community.