Hi, Just started using OTRS and so far finding it very useful, but we are finding some aspects quite confusing, but presume this is just because we do not appreciate why it works the way it does.
The main thing we are having problems understanding is the QueueView and AUTO items. Ideally we would like to exclude all AUTO items from the queueview by default unless they have exceeded the time set against them. Basically, we would like to be able to respond to an item, set the AUTO state and date time, unlock it (so that it is not owned, as anyone can deal with it or we may not be in the office that day) and then forget it until a reply is received or the AUTO is triggered. Is this possible or sensible even? Thank you Neil _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
