Tickets created with KnowledgeBase do not appear in unassigned list if teams are not enabled

[majikman111]

Describe the bug When teams are disabled or not configured, tickets created via KnowledgeBase entries do not appear in the dashboard unassigned list. This causes such tickets to not be readily visible to staff users and are easily overlooked or missed entirely.

This is likely because of the filter located here: https://github.com/django-helpdesk/django-helpdesk/blob/main/helpdesk/views/staff.py#L151

To Reproduce Steps to reproduce the behavior:

1. Start a Django-Helpdesk app with KB enabled but no teams configured.
2. Create a new ticket from a KnowledgeBase item without assigning an owner.
3. Browse to the staff dashboard.
4. Scroll down to the unassigned tickets list.
5. See that the ticket is not listed as an unassigned ticket.

Expected behavior The ticket should be listed in the unassigned tickets list.

[timthelion]

This is intentional. They appear under the KB items. They ARE assigned to the KB items. That is the whole point of having the functionality to create a ticket associated with a KB item.

[majikman111]

That is incredibly confusing, especially because the ticket is still marked unassigned and the only way to find it is by searching through the all tickets view. What is the intended way of taking tickets submitted via the customer facing KB?

[timthelion]

With teams where each team can be assigned a set of KB items to deal with: https://django-helpdesk.readthedocs.io/en/0.3/teams.html

Probably if no teams are assigned to the kb items than they should be visible globally.

[timthelion]

You set the team that the KB item is assigned to in the admin page used to edit the KB item.

[timthelion]

If you are in a team that the KB item is assigned to, you will see the tickets associated with that KB item on the dashboard:

[majikman111]

Ah, that makes sense. Our instance doesn't have any teams configured. I'll update the root issue to clarify that edge case.

[uhurusurfa]

@majikman111 I see your point. Whilst the ticket is "assigned", a KB assignment is really only meaninglful when using the teams plugin and you assign 1 or more humans to KB. If you have the inclination, make the filter sensitive to whether teams are active or not.

[buoncri]

In this case, for a single "helpdesk team", to see in the dashboard all tickets added with a KBItem i am using this in settings.py

class AllUsers():
    name = "C.B.U. Helpdesk Team"

    def is_member(self):
        return True    

HELPDESK_KBITEM_TEAM_GETTER = lambda _: AllUsers # "operatori_team()"