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Service desk & Excel export issues.

mahamad.ali

Hi Team,

Please find below issues in Service desk.

1. After closing tickets in service desk, it is still showing as "Assigned to me". Ideally it should go off from my bucket.
2. Once we download export excel sheet in service desk, we are unable to find reporter name, and format also not downloading properly. Please find screen shot's for reference.
3. As of now based on mail subject we are downloading SPS tickets, but we need subject along with description in export excel/CSV.

Thanks & Regards,

Mahamad Ali

Accepted answers

All comments

Marco Brundel

Hey Mahamad Ali,

For your 1st point, I recommend that you include the following in the filter behind your queue "Assigned to me":

AND resolution = Unresolved

This way you will no longer see the closed issues in your queue.

Another option is to include a post-function in the transition to Closed that clears the Assignee field (I personally would not do that).

Regards, Marco

Tip: do not post multiple questions on the community in 1 item. Create separate items for each question.

mahamad.ali

Hello Marco,

Usually on a daily basis i am closing resolved issue, but service request (Issue type) type as "Bug" those tickets if you close also still it is showing in my bucket.