Possible Question:
- I am unable to see the "Agents in Groups" option when trying to create a custom view. How can we fix this?
- I have saved a custom view but when I access the link I am receiving the below message. How can I access my view?
- I have created a custom view but it's not displayed when I try to map it to a dashboard widget. How can I fix this?
Resolution Path:
1. I am unable to see the "Agents in Groups" option when trying to create a custom view. How can we fix this?
If the agent who is trying to create the custom view is not a part of any group then they would not be able to see the "Agent in Groups" option. To fix this, they can add themselves to the groups in their agent profile under the Admin>Agents section.
Once that is done, the agent will be able to see the option as below:
2. I have saved a custom view but when I access the link I am receiving the below message. How can I access my view?
There are two possible reasons why this error message will come up. They are:
a) If the agent who is trying to access the view does not have sufficient permission to view it. For example: The visibility set for the view is "Agents in groups" and 2 groups are mapped to the view (Support, Sales). If the agent is not part of any of these groups, they will receive the error message.
b) If the custom view is deleted, then they will see the error message. To check which agent deleted the view, navigate to the POD-specific Sumologic application and enter the below search query:
"acc id" AND "ticket_filters" AND “destroy”
In the above image "u=" attribute will give you the agent ID who deleted the custom view. We would be able to check if the view has been deleted in the last 21 days.
Once the custom view is deleted, it cannot be restored from the backend.
3. I have created a custom view but it's not displayed when I try to map it to a dashboard widget. How can I fix this?
There could be two reasons why a custom view is not displayed in the team dashboard widget. They are as follows:
a) If the custom view has "Just me" as the visibility, we would not be able to map it to the widget. The visibility should either be "All agents" or "Agents in groups" for it to be mapped to the widget.
b) If the filter conditions in the custom view have "Me" under the Agents drop-down field, then the view name will not be visible in the dashboard.
To fix this, you have to remove the "Me" value , add the actual agent name and save the changes.