Which ones do the variant "My Team's Tickets" show?

[former_member264386]

Hello experts

So far from experience, My Team's Tickets variant only shows tickets assigned to a single node in the whole organizational structure, based on the org structure assignment of the user who wants to check the mentioned variant. But what the client needs is the below.

If agent A and agent B is assigned to Team 1, then My Team's Tickets will only show tickets assigned to Team 1. Viewer is any agent in Team 1.

If agent C and agent D is assigned to Team 2, then My Team's tickets will only show tickets assigned to Team 2. Viewer is any agent in Team 2.

If manager A is assigned to Team 0, where Team 1 and Team 2 are sub-units of Team 0, then manager A will see tickets assigned to Team 1 and Team 2 in the My Team's Tickets variant.

Is this not the behavior in C4C? If not, do functional consultants have any way to reconfigure the org structure to show the above-mentioned?

Thanks

[gabriel_brage · Accepted solution]

Disclaimer

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Hello Denmar,

Please disregard the answer from Guenter,the behavior mentioned in his answer is the way that other applications work on C4C, but the behavior for ticket is different.

Behavior for Tickets:
For non-managers, the team is defined as: -- Employees in the organization to which the logged on user is directly assigned

For managers (considering the reporting line), the team is defined as: -- Employees in any organization which the logged on user is
assigned as manager, and employees in any organization subordinate to the organization logged on user is assigned as a manager, and
-- Employees in the organization to which the logged on user is directly assigned, and employees in any organization subordinate to
the logged on user’s organization.

Hope this clarifies your request.

Best Regards

Gabriel Brage

[guenter_wilmer]

In general the My Team queries are defined like this:

For non-managers, the team is defined as:

• Employees in the organization to which the logged on user is directly assigned, and employees in any organization subordinate to the logged on user’s organization.

For managers, the team is defined as:

• Employees in any organization which the logged on user is assigned as manager, and employees in any organization subordinate to the organization logged on user is assigned as a manager, and;
• Employees in the organization to which the logged on user is directly assigned, and employees in any organization subordinate to the logged on user’s organization.

• If the logged on user is not assigned to any position in any organization, then the team is just the employee.

Regards,

Günter