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Views

Go to Settings → Tickets → Views to set up your tickets views. Views work like a predefined ticket filter that makes working with them much easier for agents.

Create a New View/Edit View

Fill out the view's Title and Description. Then set up its settings by following the instructions in the sections below: If you want to use the ticket view only as a folder for organizing sub-views, and you don’t want any tickets to be displayed in this view, check the “Folder only” option. The settings below will then disappear. You’ll only be able to choose a folder color for better clarity.

Filtering

Set up which tickets should be displayed in the view.

  1. Set up your filtering rules. You can add or remove lines using the buttons at the end of each line.

  2. All of these conditions must be met:  ticket will only be filtered if all  of these are met at the same time.

  3. Or one of the following: ticket will be filtered if at least one of these is met, along with all the conditions set in a. above (if any).
  4. In the first column, select the subject of the condition, e.g. user .
  5. In the middle column, select the comparison operator, e.g. equals .
  6. In the last column, enter the value that will be compared, e.g logged . The example above will filter tickets that belong to the user that is currently logged in.

Tip

Time-based filters offer some preset selections in the last column but you are not limited to those. You can enter your own time – e.g. "2 months ago", "next Monday", "+1 week", "2021-01-26". See Entering Dates and Times for the full natural-language syntax and number-format rules.

Warning

Warning

Setting up complex views can increase loading times and cause performance issues.

Warning

Tickets in multiple views

Because views work like filters, it is common that a ticket will be visible in several views at the same time.

Further Examples – Categories and Statuses

A handy way to filter tickets is to set up a category and to use statuses. You can then filter these in your view. This example filters tickets in the category "Sales UK" with "Order received" status. For example you can set up filters for tickets category. Select Category from dropdown menu, chose option in and select Name of the category. See Tickets in the Agent section for instructions on how to select a category and status in a ticket.

Sorting

Set up how the filtered tickets should be sorted.

  1. Select the column name.
  2. Select Ascending or Descending . You can add or delete lines using the buttons at the end of each line.

Numbering

In the Daktela system, tickets are numbered sequentially across different HelpDesk names. This means that ticket numbers are unique within the entire instance and are not specific to individual HT names.

Example:

If you have three different HelpDesk names (test1 , test2 , test3 ), tickets will not be numbered separately for each HelpDesk name, but the ticket numbers will continue consecutively as tickets are created across all HeldDesk names.

  • Ticket #1: test1
  • Ticket #2: test1
  • Ticket #3: test3
  • Ticket #4: test1
  • Ticket #5: test2

Colour Settings

Set up what colour the view ticket counter should be depending on the number of tickets in the view. The default colour is grey. In the example below, the counter will be grey and will change to:

  • red when there are 20-50 tickets in the view.
  • green when there are 50 or more tickets.

Default Settings

When you create a new ticket with the selected view open in the GUI , you can set up certain fields to be automatically pre-filled. Examples of use:

  • assign a new ticket to a specific user (see image below)
  • assign a category to a new ticket
  • assign a status to a new ticket You can add or delete lines using the buttons at the end of each line.

View List

Assign views to individual rights by dragging them from the Choose view pane on the right hand side and dropping them into the right. You can set the view order in the same way. To set up a subview, drag and drop it onto its parent view.

views.png

  1. Select the right you want to edit.
  2. If checked, subviews will be expanded by default.
  3. Edit view.
  4. Duplicate view.
  5. Remove view from scheme.
  6. Add current scheme to more rights
  7. Create new view.
  8. Delete view. You must first remove it from all rights.

Columns

By default, a view's ticket grid uses the columns configured in Rights. You can also give a view its own columns.

Click the Columns icon next to a view in the View List to open its column editor.

  • Active columns – columns currently shown in this view's grid, in the order they appear. Drag to reorder, or remove a column.
  • Available columns – all columns you can add, grouped into System fields and Custom fields and searchable by name.
  • Drag a column from Available columns into Active columns to add it.
  • For each active column you can set a text color, choose whether the color applies to the whole cell or just the text, and hide it on selected screen sizes.

Changes preview immediately in the ticket grid as you edit them; closing the editor without saving reverts to the last saved columns.

As soon as a view has at least one column of its own, it stops using the Rights-level columns entirely, for every user who accesses that view. Remove all of a view's columns to go back to the Rights-level columns.

Views with their own columns show a small icon next to their name in the ticket sidebar tree, so you can tell them apart from views still using the shared Rights-level columns.

How Are Views and Categories Linked?

A view is a saved ticket filter; rights to a view and rights to its tickets' categories combine to determine what each user sees. See How Views, Categories and Rights Work Together.