If you’re unable to locate an item in OneDesk, it might be for one of many reasons: you are looking at a filtered view, the item is an archived project, the item has been moved to a project to which you have no access, etc. If you’re attempting to locate an item in OneDesk, try the following:

Change the Project Level Selection
Use Unfiltered View & Sorting
Make Sure You’re in the Correct Application
Use the Global Search
Check if You Have Access
Check if the Item is Archived
Check if the Item Has Been Deleted


Change the Project Level Selection

It might be the case that you have selected the scope of a project that the item is not in. In order to make sure nothing is missed, you should try changing the project level selection to show “All Projects”.

Step 1: In the top left, click on the project selection menu.

Step 2: Click All Projects to see all of your projects in the application you are in.

Project Level Scope


Use Unfiltered View & Sorting

The Flat view in OneDesk provides an unfiltered view of your work. You can increase the likelihood of finding your items by using the Flat view.

The Flat view also gives you the ability to sort your items by any of their properties. For example, if you have just created a ticket and you cannot locate it, you can use the Flat view. Sort all tickets by date of creation and easily locate the newest ticket at the top or bottom.

To use the Flat view, follow these steps:

Step 1: In the left-hand navigation, click Flat to change your view to the Flat view.
Flat View

Step 2: Click the cog icon and turn on any properties you wish to sort with.
Cog Icon Created

Step 3: Click on the property you wish to sort by.
Click creation date data column


Make Sure You’re in the Correct Application

If you’re not seeing your item, it might be that you are looking at the wrong application. For example, if you’re trying to find a task, make sure you’re in the tasks application. Check the applications on the left-hand navigation to make sure you’re viewing the right one.

OneDesk allows you to search for the item in your account. This search can help you locate an item across all of OneDesk’s applications.

Step 1: In the top navigation, click the magnifying glass icon.
global search

Step 2: In the search bar, enter the item’s name or ID number.
search results


Check if You Have Access

For non-admins: Even if you were the original item creator, other OneDesk users or even some automations can move an item you created into a project to which you have no access. Other times, items are in projects you once had access to but don’t anymore. In these cases, you will not be able to find or locate items that are not in projects shared with you. Check with your administrator to make sure the item is not in a project that you do not have permission to access.

For Admins: As administrator, you have the right to see all projects, even the ones that are not shared with you, but you must turn this feature on (it could be off so as not to clutter your view with projects you are not interested in). To view all projects:

Step 1: Click on the projects application.
Projects

Step 2: Click Tools in the top navigation.

Step 3: Click on Show All Projects.
Show All Projects


Check if the Item is in an Archived project

Projects can become archived and any items contained within these projects is then also archived. To view the items in an archived project, you must first show archived projects by following these steps:

Step 1: Click on the projects application.
Projects

Step 2: Click Tools in the top navigation.

Step 3: Click on Show Archived Projects.
Show Archived Projects


Check if the Item Has Been Deleted

Sometimes items are deleted mistakenly. Once you’ve determined that you have access to that item, you will be able to can track down if it’s been deleted (and by whom) by using OneDesk’s activity application.

Step 1: After first making sure you are at the “all projects” scope, click the ‘More Applications’ icon on the bottom left side of the OneDesk application.
more applications

Step 2: Click the Activities icon.
activities

Step 3: Click the Filter icon to create a new filtered view.
Filter Options

Step 4: Click Add Filter.
Add Filter

Step 5: From the drop-down menu, select activity type + is + deleted work item.
select activity type select deleted work item

Step 6: From the list of deleted items, check to see if the item you’re looking for has been deleted.

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>