One of the clients my company has deployed OTRS::ITSM to, wanted to have
control over all tickets, even the locked ones. Since
Ticket::Frontend::AgentTicketOwner###RequiredLock set to NO did NOT do the
trick, we decided to use a cron job to unlock all tickets once in awhile:
*/10 * * * * perl /opt/otrs/bin/UnlockTickets.pl --all > /dev/null 2>&1
Hope it somehow helps.
On Tue, Apr 14, 2009 at 3:59 PM, Marco Vannini <marco.vann...@gmail.com>wrote:
> It looks quite strange. unless it is not configured something strange
> seem that SD sets agents too. Are you able to tell us how they do a
> ticket ? they sends email or they use the web interface ? are they
> otrs agents or customer ?
>
> Are you able to tell us how SD opens tickets
>
> On Tue, Apr 14, 2009 at 10:02 PM, James Burk <james.b...@dornc.com> wrote:
> > Thank you Marco.
> >
> > In our installation we have a rule that the Service Desk assigns
> > tickets only at the Group level, not the Agent level. That way "Queue
> > Monitors" for the Groups can then assign to the Agents and begin the
> > work in progress. As OTRS by default assigns the ticket creator as the
> > owner unless explicitly assigned, how will the queue monitors be able to
> > view the ticket in order to assign? Yes, they will get a notification
> > that a ticket has been assigned to their group, but they won't be able
> > to view the queue. Am I still missing something?
> >
> > Best regards,
> >
> > Jim
> >
> >>>> Marco Vannini <marco.vann...@gmail.com> 4/14/2009 3:31 PM >>>
> > 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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--
Leonardo Certuche
301 284 6250
leonardo.certu...@itcon-ltda.com
www.itcon-ltda.com
Medellín, Colombia
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