Hi Gen, Have you tried the status view?
Search for statusview in your sysconfig and turn it on. Then try this file as a replacement. (only for version 2.2.6) > I have a few queues that are used by several people. The setup is that > we have both shared support queues and personal sales queues, which I > assume is a common situation. > > What we want is to open the queue in lite mode and immediately see who > is responsible for each ticket, but right now the owner is displayed to > the right of the ticket. It would also be fine to just assign ownership > to the responsible person, but changing the owner also moves the mail to > that person's personal queue. I need to either display the responsible > person in the queue view, or change it so that an ownership change does > not move the ticket to a new queue. > > Any help would be greatly appreciated. I have looked all over the config > and I'm missing this. > > ---------------------------------------------------------------- > This message was sent using IMP, the Internet Messaging Program. > > > _______________________________________________ > 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 or consulting for your OTRS system? > => http://www.otrs.com/ -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
# -- # AgentTicketStatusView.dtl - html for ticket status view (all tickets) # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/ # -- # $Id: AgentTicketStatusView.dtl,v 1.8 2007/03/28 21:25:06 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- <!-- start form --> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td class="mainhead"> $Env{"Box0"}$Text{"Ticket Status View"}$Env{"Box1"} </td> </tr> <tr> <td class="menu"> <a href="$Env{"Baselink"}Action=$Env{"Action"}&Type=Open">$Text{"Open Tickets"}</a> / <a href="$Env{"Baselink"}Action=$Env{"Action"}&Type=Closed">$Text{"Closed Tickets"}</a> - $Text{"Results"}: <b>$QData{"Result"}</b> - $Text{"Total hits"}: <b>$Data{"TotalHits"}</b> - $Text{"Page"}: $Data{"SiteNavBar"} </td> </tr> </table> <table border="0" width="100%" cellspacing="0" cellpadding="4"> <tr> <td class="mainbody"> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr valign="top" align="left"> <th width="10%">$Config{"Ticket::Hook"}<br> <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Ticket&Order=Up" onmouseover="window.status='$JSText{"sort upward"}'; return true;" onmouseout="window.status='';">$Text{"U"}</a> / <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Ticket&Order=Down" onmouseover="window.status='$JSText{"sort downward"}'; return true;" onmouseout="window.status='';">$Text{"D"}</a> </th> <th width="15%">$Text{"Age"}<br> <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Age&Order=Up" onmouseover="window.status='$JSText{"sort upward"}'; return true;" onmouseout="window.status='';">$Text{"U"}</a> / <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Age&Order=Down" onmouseover="window.status='$JSText{"sort downward"}'; return true;" onmouseout="window.status='';">$Text{"D"}</a> </th> <th width="25%">$Text{"From"}/$Text{"Subject"}</th> <th width="5%">$Text{"State"}<br> <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=State&Order=Up" onmouseover="window.status='$JSText{"sort upward"}'; return true;" onmouseout="window.status='';">$Text{"U"}</a> / <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=State&Order=Down" onmouseover="window.status='$JSText{"sort downward"}'; return true;" onmouseout="window.status='';">$Text{"D"}</a> </th> <th width="5%">$Text{"Locked"}<br> <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Lock&Order=Up" onmouseover="window.status='$JSText{"sort upward"}'; return true;" onmouseout="window.status='';">$Text{"U"}</a> / <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Lock&Order=Down" onmouseover="window.status='$JSText{"sort downward"}'; return true;" onmouseout="window.status='';">$Text{"D"}</a> </th> <th width="10%">$Text{"Queue"}<br> <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Queue&Order=Up" onmouseover="window.status='$JSText{"sort upward"}'; return true;" onmouseout="window.status='';">$Text{"U"}</a> / <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Queue&Order=Down" onmouseover="window.status='$JSText{"sort downward"}'; return true;" onmouseout="window.status='';">$Text{"D"}</a> </th> <th width="15%">$Text{"Owner"}<br> <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Owner&Order=Up" onmouseover="window.status='$JSText{"sort upward"}'; return true;" onmouseout="window.status='';">$Text{"U"}</a> / <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Owner&Order=Down" onmouseover="window.status='$JSText{"sort downward"}'; return true;" onmouseout="window.status='';">$Text{"D"}</a> </th> <th width="15%">$Text{"Responsible"}<br> <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Responsible&Order=Up" onmouseover="window.status='$JSText{"sort upward"}'; return true;" onmouseout="window.status='';">$Text{"U"}</a> / <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=Responsible&Order=Down" onmouseover="window.status='$JSText{"sort downward"}'; return true;" onmouseout="window.status='';">$Text{"D"}</a> </th> <th width="15%">$Text{"CustomerID"}<br> <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=CustomerID&Order=Up" onmouseover="window.status='$JSText{"sort upward"}'; return true;" onmouseout="window.status='';">$Text{"U"}</a> / <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Search&$Data{"SearchLink"}Profile=$Data{"Profile"}&Type=$QData{"Type"}&TakeLastSearch=1&SortBy=CustomerID&Order=Down" onmouseover="window.status='$JSText{"sort downward"}'; return true;" onmouseout="window.status='';">$Text{"D"}</a> </th> </tr> <!-- dtl:block:Record --> <tr valign="top"> <td class="PriorityID-$Data{"PriorityID"}"> <a href="$Env{"Baselink"}Action=AgentTicketZoom&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}&QueueID=$Data{"QueueID"}" onmouseover="window.status='$JSText{"Zoom"}'; return true;" onmouseout="window.status='';">$Data{"TicketNumber"}</a> </td> <td class="PriorityID-$Data{"PriorityID"}"> $Data{"StartFont"}$QData{"Age"}$Data{"StopFont"} </td> <td class="PriorityID-$Data{"PriorityID"}"> $Data{"StartFont"} <div title="$QData{"From"}">$QData{"From","30"}</div> <div title="$QData{"Subject"}">$QData{"Subject","30"}</div> $Data{"StopFont"} </td> <td class="PriorityID-$Data{"PriorityID"}"> $Data{"StartFont"}<div title="$Quote{"$Text{"$Data{"State"}"}"}">$Quote{"$Text{"$Data{"State"}"}","30"}</div>$Data{"StopFont"} </td> <td class="PriorityID-$Data{"PriorityID"}"> $Data{"StartFont"}<div title="$Quote{"$Text{"$Data{"Lock"}"}"}">$Quote{"$Text{"$Data{"Lock"}"}","30"}</div>$Data{"StopFont"} </td> <td class="PriorityID-$Data{"PriorityID"}"> $Data{"StartFont"}<div title="$QData{"Queue"}">$QData{"Queue","30"}</div>$Data{"StopFont"} </td> <td class="PriorityID-$Data{"PriorityID"}"> $Data{"StartFont"}<div title="$QData{"Owner"}">$QData{"Owner","30"}</div> <div title="($QData{"UserFirstname"} $QData{"UserLastname"})">($QData{"UserFirstname","15"} $QData{"UserLastname","15"})</div>$Data{"StopFont"} </td> <td class="PriorityID-$Data{"PriorityID"}"> $Data{"StartFont"}<div title="$QData{"Responsible"}">$QData{"Responsible","30"}</div> <div title="($QData{"UserFirstname"} $QData{"UserLastname"})">($QData{"UserFirstname","15"} $QData{"UserLastname","15"})</div>$Data{"StopFont"} </td> <td class="PriorityID-$Data{"PriorityID"}"> <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID=$QData{"TicketID"}" onmouseover="window.status='$JSText{"Customer history"}'; return true;" onmouseout="window.status='';"> <div title="$Data{"CustomerID"}">$Quote{"$Data{"CustomerID"}","15"}</div> </a> <div title="$QData{"CustomerName"}">$QData{"CustomerName","15"}</div> </td> </tr> <!-- dtl:block:Record --> </table> </td> </tr> </table> <!-- end form -->
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