My telling bone said I wrote a message that was not conceivable. I'm sorry. I hope a second try is better.
I suggest to move the ticket between the queues to indicate the status change between Delevopment, Unit testing and Acceptance testing instead of changing the ticket status. Agents can see what queue this ticket is in at the moment. The status stays at "Open" until the ticket is resolved. The ticket is placed in queue "Development", it is moved by the responsible developer to the queue "Unit testing" and the internal tester can start working on it then. Once unit testing is completed successfully, the ticket is moved to the "Acceptance Tesing" queue and the dispatcher can contact the customer (or a key user) to do the acceptance testing. In case the testing failes, the ticket is moved back to the "Development" queue. I hope my suggestion is clearer now. If you want to experiment with ACLs - here is the link to the docs http://doc.otrs.org/2.4/en/html/c2128.html Additionally this search<http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&Subaction=Search&Submit=yes&QuickSearch=1&CategoryIDs=0&What=acl>will list FAQ articles on ACL. Regards, Anton. 2009/8/19 John John <[email protected]> > Hi Anton > Thanks for your reply but my question is the agent can view the status as > "Development", "unit testing" etc. > Could you please throw more pointers > Thanks in advance > John > On Tue, Aug 18, 2009 at 11:29 AM, Anton Gubar'kov < > [email protected]> wrote: > >> AFAIK, status list is global. When you define a status, all queues and all >> agents are able to use it. You can try to use ACL to restrict the status >> usage per queue or agent. I never tried. >> >> I usually make workflows using sub-queues and move the ticket between >> them. In your case say you have a queue called Changes where the statuses >> should be Development, Unit Testing etc. I would create the queues >> Development, Unit testing and set the "Subqueue of" parameter to Changes. >> You can use normal agent access control for managing available actions (i.e. >> ticket moves) between the queues then. >> >> Regards, >> Anton. >> >> 2009/8/17 John John <[email protected]> >> >>> Hi All >>> I have a 5 queues and one of the queue should have custom status like >>> "Development", "Unit Testing", "Tested" etc. >>> When agent views the ticket in the above queue, he should view the status >>> of ticket like "Development", "Unit Testing", "Tested" etc. >>> Can any one of you guide me how to create the custom status for a queue >>> in the otrs system? >>> Any help greatly appreciated, >>> Thanks >>> John >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: itsm - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/itsm >>> To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: itsm - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/itsm >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > --------------------------------------------------------------------- > OTRS mailing list: itsm - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/itsm > To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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