How do we allow agents to view an organisation's open tickets while in issue view? (JSM)

[Pamela]

If organisation X raises a new ticket and I click into it, I want to see all of their open tickets so I can determine if this is a duplicate ticket or related to any of their other tickets.  How can I do that?

[Mark Higgins]

Hi @Pamela 

Welcome to the Commmunity!

In JSM there is now a Similar Incidents Panel, that will show you similar incidents, but this is regardless of Organisation.

If upon request, the ticket is shared with the organisation,

then it will appear on the ticket,

and you can create a filter to look for all unresolved tickets for Organisation X

YOu can save that and place it in your Queues, so when you are in a ticket, you could click on the Queue to see other open tickets for Organisation X.

Hope I given you some ideas to try.

Regards

Mark

[Pamela]

Hi Mark,

Thank you for your reply.  We are already using Similar incidents but I'll try adding some filters.

Kind regards,

Pamela