Hello, Brian, The tickets you've taken (locked in OTRS) are displayed in the Locked action item (technically Action=AgentTicketMailbox). There are different approaches to the design of the queues. I prefer to map Agents' competences to queues. It's then obvious to add all queues matching agent's competences to that agent's My Queues.
Regards, Anton. 2008/11/26 Brian <[EMAIL PROTECTED]> > I've been searching the mailing list and google for the past few days. > Someone has asked this question but never received an answer. So I'm trying > to find out if the function of "My Queue" can actually serve a purpose and > all tickets owned (aka created) by a user can appear in their "My Queue" > this way it is easy which tickets you have taken as an agent from the raw > queue. > > Also I was wondering if there is an option to not lock a ticket after it > has been created/moved/edited etc, that it must be manually locked. > > Thanks, Any help is appreciated!!! > > _______________________________________________ > 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 >
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