Aris,
Thank you I will test this out!
For the first part what I'm looking for is that whenever someone creates
a ticket or "takes" an email ticket thus becoming the owner of that said
ticket it will appear in their "My Queue" this way it is easier for each
agent to see what issues/tickets they are working on and are responsible
for.
Thanks!
Aris wrote:
Brian,
Can you explain a little more about the first part of your question.
For the second part of your question: The Queue property is "unlock
timeout " in Queue Settings. If a ticket was locked by an agent, you
can specify a time interval when the ticket is unlocked automatically
by the system. see otrs documentation -->
http://doc.otrs.org/2.3/en/html/x937.html
For example, you can set ticket time to unlock to 1 so tickets are
unlocked after 1 minute. (default is 0 - no unlock)
Hope this helps,
Aris
--------------------------------------------------------------------------------
From: [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>
[mailto:[EMAIL PROTECTED] On Behalf Of Brian
Sent: Wednesday, November 26, 2008 1:33 PM
To: otrs@otrs.org <mailto:otrs@otrs.org>
Subject: [otrs] Question about "My Queue"
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!!!
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