this is the manner that tickets are managed by otrs. It means that a
ticket is in "work in progress" by the agent that has taken it.
Listed in the browse windows mean that ticket are not owned by anyone
("waiting to be worked") so not still in "wip" state
On Tue, Apr 14, 2009 at 9:17 PM, James Burk <james.b...@dornc.com> wrote:
> Thank you Leonardo. You seem to be the only one in the community who
> will answer my questions.
>
> It seems, however, the Agent must be the Owner of the ticket for it to
> show up in the Queue. Does this seem reasonable?
> For example I have a group called security test group and an associated
> queue, security test queue. There are two agents in the group, myself
> and a colleague. When I create a ticket and by default the Owner is me,
> I can view the ticket. When I create a ticket and assign Ownership to
> my colleague, I cannot see the ticket in the Queue. I can search and
> find it, but it is not visible in the queue for me.
>
> Curious, eh?
>
> Regards,
>
> Jim
>
>>>> Leonardo Certuche <leonardo.certu...@itcon-ltda.com> 4/14/2009
> 12:33 PM >>>
> Hi there,
>
> Go to index.pl?Action=AdminUserGroup and associate each User(Agent) to
> Groups. Then go to index.pl?Action=AdminQueue and associate each queue
> to a
> Group. When an user has access over a group, he will also have access
> to the
> queue associated to that group.
>
> Greetings,
>
> On Tue, Apr 14, 2009 at 10:01 AM, James Burk <james.b...@dornc.com>
> wrote:
>
>> Hello all.
>>
>> I've implemented OTRS ITSM 1.2.3. I've come across a situation I
> can't
>> explain. It seems that only the Owner of a Ticket can see that
> Ticket in
>> the Queue View. I want all Agents in the Group assigned to a Queue
> to be
>> able to view those Tickets whether they are Owner or not. How do I
> do this?
>>
>> Thanks and best regards,
>>
>> Jim
>>
>>
>>
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>
>
>
> --
> Leonardo Certuche
> 301 284 6250
> leonardo.certu...@itcon-ltda.com
> www.itcon-ltda.com
> Medellín, Colombia
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