Hi, I am not sure, if that's what You need: We had the problem, that all agent sould be able, to answer all follow up tickets. So I created a sub-queue of the standard queue and threw all locked tickets in there. Our agents always answer their tickets with "waiting for successfull close+". If a customer asks again, the status is set to free (otrs does that) and we move the ticket back into the original queue. our generic agent runs every 5 minute and looks like that:
# -- # answered -> all locked tickets are set free in subqueue # -- 'answered' => { # get all tickets with these properties Queue => 'standard_queue', Locks => ['lock'], # new ticket properties (no option is required, # use just the options which should be changed!) New => { # new queue Queue => 'standard_queue::answered', Lock => 'unlock', }, }, # -- # active_again # # -- 'active_again' => { # get all tickets with these properties Queue => 'standard_queue::answered', States => ['open','new'], # new ticket properties New => { # new queue Queue => 'standard_queue', }, }, # -- HTH, RUDOLF Am Mittwoch, den 13.04.2005, 11:56 +0200 schrieb bahmed_11: > hi for all otrs team ! > i have a problem of viewing locked ticked in the queueview ( except for the > owner but for the other users of the same view). when i tried to make > $Self->{ViewableLocks} = ["'unlock'", "'lock'", "'tmp-lock'"]; it can be > seen it the queueviuew but it disapear from the locked ticket (always (0)) > and also nothing appears on new message (at the top). > so please some one can help me? > thanks in advance. > ------------------------------------------ > > Faites un voeu et puis Voila ! www.voila.fr > > > > _______________________________________________ > 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/ _______________________________________________ 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/