Overview with both Pending Reached and New/Open and Group

Technical assistance
1
  • Used Zammad version: 6.3.1
  • Used Zammad installation type: source
  • Operating system: Debian 12.7
  • Browser + version: Chrome Version 130.0.6723.70 (Official Build) (64-bit)

Expected behavior:

  • I think this is just user error but my agents want an overview for “Actionable Tickets” i.e. Open, New and Pending Reached all in one so they can basically leave it on the one Overview for each group, i.e. Sales, Support etc.

By the logic I’m confident it’s possible to do, but I have tried various methods to get it to show these conditions but I can only get it to return either all tickets in the group, just pending reached or just open/new.

Has anyone successfully created this overview in the past? Can you kindly share the conditions?

Actual behavior:

  • Set conditions: (Pending reached OR Open/New) AND Group is Sales
    Should return only tickets in said conditions but returns all tickets including closed tickets.

Steps to reproduce the behavior:

2

Yes. You where close, but somewhat went wrong with the expert conditions:

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1 Like
3

Thank you! Solved!
If anyone finds this helpful, I’ve also added an example that restricts the overview to a single group (i.e. your email) and your user (i.e. tickets in the main group but have now been assigned to you).

Now, all actionable tickets—open, new, and pending (once the pending time has been reached)—that are assigned to you will appear in one consolidated overview.

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