Hi,

The little notification circle in the admin will show, next to Support Requests, even when there's no "Open" tickets. I discovered this was because I had a ticket "On Hold" (it also shows number if ticket is 'Working'). 

Is it possible to stop the notification (number in the circle) showing unless there's actual open (unanswered) tickets awaiting a response? It's leading me to panic that I've got a new ticket, when in fact it's the one I'm already working on or have held.

Screenshot for clarity...

9 minutes ago, NeedCoffee said:

Hi,

The little notification circle in the admin will show, next to Support Requests, even when there's no "Open" tickets. I discovered this was because I had a ticket "On Hold" (it also shows number if ticket is 'Working'). 

Is it possible to stop the notification (number in the circle) showing unless there's actual open (unanswered) tickets awaiting a response? It's leading me to panic that I've got a new ticket, when in fact it's the one I'm already working on or have held.

Screenshot for clarity...

do you have any filter turn on ?

 

Edited November 20, 20186 yr by Pete T

Hi,

I created a department filter, inside there is a ticket with the status of 'Working'. I tried 'Hold' but still see the notification. 

 

2 hours ago, NeedCoffee said:

Hi,

I created a department filter, inside there is a ticket with the status of 'Working'. I tried 'Hold' but still see the notification. 

 

correct so filter will display your tickets that under that status heading.

I think we have our wires crossed. We're talking about the notification number - we thought it would show just 'open' tickets. But it's also showing a number there for 'on hold' and 'working' tickets. I was asking, in the original post, if this is correct? If so, is there anyway to change it so it will only notify (via the red circle) of actual new tickets? Is that any clearer? Cheers

The notification is not exactly for "open" tickets but how many tickets you have in your current view/filter. If your filter includes those other statuses, so will the count. Currently, we do not have a way to change that other than adjusting your filter. However, I have moved this topic now to the Feedback and Ideas forum to be evaluated by our team.

Thanks @Jim M - when you say 'current view/filter', how does the script determine the 'current' one? What I mean, is that I now have a few more. If I want it to basically work so it only shows that notification icon/number when I have actual new, open, tickets, can I create a filter to achieve that and somehow set it to the current one? If you get what I'm aiming at? A work around.

14 hours ago, NeedCoffee said:

Thanks @Jim M - when you say 'current view/filter', how does the script determine the 'current' one? What I mean, is that I now have a few more. If I want it to basically work so it only shows that notification icon/number when I have actual new, open, tickets, can I create a filter to achieve that and somehow set it to the current one? If you get what I'm aiming at? A work around.

It would be the current/active filter that you used last.

Thanks, but I'm not seeing which of my filters is the current/active one - is there an indicator? If so I guess I can just make sure I leave it on the default 'Open' tab, and that will mean the number in the circle will only be for that tab/status, right? Cheers

7 minutes ago, NeedCoffee said:

Thanks, but I'm not seeing which of my filters is the current/active one - is there an indicator? If so I guess I can just make sure I leave it on the default 'Open' tab, and that will mean the number in the circle will only be for that tab/status, right? Cheers

The "Active/Current" filter would just be the last used filter. For instance in the screenshot below I last used "Test" so that is currently active:

 

Thanks, so if I leave it on the "All Open" tab before I navigate away, will this achieve what I was originally setting out to do? i.e. just have it showing when something new was in?

1 hour ago, NeedCoffee said:

Thanks, so if I leave it on the "All Open" tab before I navigate away, will this achieve what I was originally setting out to do? i.e. just have it showing when something new was in?

Yeah, if you switch back when you’re done it will show that filters count when you login again.