Hi, We are two people coordinating the work of 14 first and second line support employees. We would like to be able to dive into a specific queue like "Printers" and see what is going on in there.
If we use the AgentTicketQueue view we get all the open tickets, but we need to see the locked tickets too, to be able to see what our people are currently working on and if anything needs to be reprioritized. I know we can click the "All tickets" button when we have selected a queue, and that does work. The problem is that queues with no unlocked tickets will not be displayed at all in the AgentTicketQueue view. This is quite a common occurence here because all tickets gets assigned (locked) quickly, but can take time to solve and close. There's also the AgentTicketStatusView but that includes tickets from all queues in a jumble and is not very useful in our situation with 500+ tickets in progress. Is there a setting or hack to enable this mode of operation? Ideally it would be a separate menu item, because most agents will want the current OTRS functionality to pick unlocked tickets from. -- Lars
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