Hi Shawn and Nils,
Thanks for the reply! Yes I can see that the tickets are being closed
successfully. See below:
Filter: 'resolved' Set param 'X-OTRS-State' to 'closed successful'
(Message-ID: <[EMAIL PROTECTED]>)
For the ViewStatus sysconfig, I have it on, but I'm looking for something
with this format:
agent1
ticket1
ticket2
agent2
ticket3
agent3
ticket4
Does OTRS handle this kind of view or something similar?
Thanks in advance!
On Thu, May 22, 2008 at 4:09 AM, Shawn Beasley <[EMAIL PROTECTED]>
wrote:
> Hi,
>
> adrian guevara wrote:
> > Hi,
> >
> > Sorry, I'm an otrs newb. Does anyone have any idea on how to solve the
> > two problems I have? Please see below:
> >
> > 1. I created a filter on otrs to move a ticket's state to 'closed
> > successful' when the postmaster filter receives an email with the word
> > "resolved" on the body. I can see from the system logs that this is
> > being done, but I can still see the ticket on the queue view. Is there
> > something that I am missing out?
> >
>
> When tickets are closed, you can only search for them.
>
> > 2. Is there a way to have a master view of the queues and the agents
> > that they are locked to? I was looking at a feature like this so that
> > other agents know what are you working on; management as well can see
> > what everyone else is working on.
>
> Turn on Status View in the Sysconfig
>
>
> http://doc.otrs.org/2.2/en/html/x12516.html#Ticket:Frontend::Agent::Ticket::ViewStatus
>
> Hope this helps!
>
> ((enjoy))
>
> --
> Shawn Beasley
>
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