Ticket Views

Configuration > Tickets > Views

Related Guides:

• Ticket Views

Field	Type	Description
Default View	Single Select	The selection made here will dictate the default View that any Agents viewing the Tickets screen will use. This can be overridden on a per-Agent or per-Team basis.
Default List	Single Select	Should "My Lists" be chosen as the Default View, then the relevant List can be selected here.
Allow grouping of Lists	Checkbox	When checked, the ability to categorise Lists into groups is made available. An additional button for configuring these will appear.
Show custom lists above Teams in the 'By Team' view	Checkbox	​When enabled, lists will show about the team dropdowns when using the "Tickets by Team" view.
Configure Lists	Button	This will open up the menu for configuring Lists. Fields for which are explained in a section below.
Configure List Groups	Button	This will open up the menu for configuring List Groups. Fields for which are explained in a section below.
Configure Filter Profiles	Button	This will open up the menu for configuring Filter Profiles. Fields for which are explained in a section below.
Default Filter Profile	Single Select	The option chosen here will dictate the default Filter Profile which Agents will see when they first open the Tickets view. These will be available from the Filter Profiles configured via the above button.
Filter Profile for Open Ticket (Including SLA Hold) widgets	Single Select	This determines the filter profile used for 'Open Tickets' count in Customers, Sites, Users and Assets
Configure Column Profiles	Button	This will open up the menu for configuring Column Profiles. Fields for which are explained in a section below.
Default Column Profile	Single Select	The option chosen here will dictate the default Column Profile which Agents will see when they first open the Tickets view. These will be available from the Column Profiles configured via the above button.
Teams to show in the Tickets by Team Tree	Single Select	The Team or group of Teams selected here will be the only ones that are visible when viewing Tickets by Team.

Configure Lists#

Field	Type	Description
List Name	Free Text	This will be the name of the List, as it displays throughout the application.
Use	Single Select	The selection made here will determine which Area this List can be viewed in.
List Group	Single Select	Should the functionality for List Grouping be enabled, this will allow you to set the group that this particular List belongs to.
Sequence in lists	Integer	This number will determine where this List appears in lists of Lists. Should two or more Lists share the same Sequence value, they will be ordered alphabetically.
Agent / Team	Single Select	This allows you to set a value for the above filter.
Show counts in Treeview	Checkbox	When checked, this will add a small Counter aside the sections in this List detailing how many Tickets matching the current Filter Profile's criteria are present in that List.
Column Profile	Single Select	The selection made here will determine which Column Profile is used in this List.
List display type	Single Select	This provides a choice of which display to use when viewing this list (this is enforced). These options consist of Kanban, Table, Tile, etc..
Show in the "By Team" view	Checkbox	This will determine if this List appears in the "By Team" view, as an additional set of sections.
Team to show under	Single Select	Should the above be enabled, this selection will determine where the List appears under on the Team view.
Halo API	Single Select	This provides a list of linked Instances' APIs to choose between. The selection of one of these (other than "My Halo API") will move you to another instance in order to access their list of tickets. This is used to allow different organisations to interact with each other's tickets.
Filter Profile	Single Select	This allows the choice of a Filter Profile to apply to this List.
Additional Criteria	List	These criteria can be added in addition to the selected Filter Profile to further refine the List. You can configure this to match fields with varying criteria to certain values. For example; "Agent" > Includes > Joe Bloggs, Sandra Bullock.

Configure List Groups#

Field	Type	Description
List Group Name	Free Text	This will be the name of the List Group as it will appear elsewhere throughout the system.
Use	Single Select	This will decide where this List Group is used, and therefore where it will be available.
List Group Sequence	Integer	This sequence value will dictate where the List Group is placed in lists, with lower values placing the group higher up the list.
Collapsed By Default	Checkbox	When enabled, by default the list group will be collapsed when being viewed.

Configure Filter Profiles#

Field	Type	Description
Filter Profile Name	Free Text	This will be the name of the Filter Profile as it is seen elsewhere in the system.
Use	Single Select	The selection made here will decide the Area(s) in which the Filter Profile can be applied.
Show last action note	Checkbox	(v2.251+) When enabled the last action note on the ticket will show in the preview displayed when hovering over a ticket in a list. When disabled, last action notes will not be shown in the preview, meaning the note is only loaded when the ticket is opened rather than all notes for all tickets in the list being loaded when the filter profile is selected. This is used when tickets returned by this filter profile have particularly large last action notes. On versions prior to v2.251 all filter profiles will show the last action note in the preview.
Agent / Team	Single Select	Should the above field not be set to "All Agents (Global)", then an Agent or Team will need designating in order for them to see this Filter Profile. This cannot currently be done for multiple Teams or Agents, so if you would like a certain group to have this and they are not already contained to a Team, I suggest a non-functional Team is created for this purpose.
Criteria	List	Any criteria added to this list will be applied as filters on any Tickets being viewed via this Filter Profile. All of the selected filters will be applied, and they are based on Ticket fields meeting certain requirements.

Configure Column Profiles#

Field	Type	Description
Column Profile Name	Free Text	This will be the name of the Column Profile as it is seen elsewhere in the system.
Use	Single Select	The selection made here will determine the Area(s) in which this Column Profile can be used.
List Visibility	Single Select	This will determine the restrictions placed on the use of this Column Profile. You can restrict this by Agent, Team or not at all.
Columns	List	This list will contain any Fields that will be present on this Column Profile. These can be re-ordered, as well as being able to be sorted or grouped by default. You also have the ability to rename the column incase the field name is not appropriate.
Tile Layout	Rich Text	The HTML here determines the layout and fields when using Tile view in the Ticket List. By default, tile view is only used on mobile devices.
Kanban Card Layout	Rich Text	The HTML below determines the layout and fields when using the Kanban view in the Ticket List.
Use a dashboard instead of columns in table view	Checkbox	When enabled, a dashboard will be displayed instead of columns when table view is selected. Use the 'Configure Dashboard' button to create the dashboard you would like to be displayed.
Include Children	Checkbox	When enabled, should any of the tickets in the list have child tickets, a dropdown button will show to allow you to expand the list to show the child tickets. This will also apply when using this column profile in the end-user portal.
Collapse groups by default	Checkbox	When enabled, should the column profile be configured to group results by a particular column, the group will be collapsed by default. Otherwise the group will be expanded by default and can be collapsed if needed.