Re: [otrs] Queue view issue---BUG?

[David Eco]

Hi all,
When I added "lock" to Sysconfig->Ticket -> 
Core::Ticket->Ticket::ViewableLocks: The queue shows all locked and unlocked 
tickets.
But my "LockedTickets" becomes 0. However, when I click it, it shows my locked 
tickets.
I guess this is a bug. Can any body confirm? Thanks.
 
David



From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: RE: [otrs] Queue view issueDate: 
Thu, 27 Nov 2008 15:10:54 -0500

Hi, I have tired below setting,In Sysconfig->Ticket -> 
Core::Ticket->Ticket::ViewableLocks: I added one more condition 'lock', then 
all the locked and unlocked tickets are shown in the queue. However, from the 
agent1 account which locked one ticket, the "LockedTickets" on the top shows 
nothing. It should be 1 there.Also, when I list the tickets,  it doesn't show 
the owner of the ticket in the right frame,unless I zoom it.Does anyone know 
how to sovle these issue? Thank you.



From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: RE: [otrs] Queue view issueDate: 
Thu, 27 Nov 2008 12:12:31 -0500

Thanks, Daniel.I tried to click "All tickets", it doesn't work. For example, 
there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, 
but from admin account, "All tickets" shows one ticket only. 



Tickets shown: 1 - Page: 1 - Tickets available: 1 - All tickets: 1 

Queues: My Queues (1) - Junk (2) - Tier1-support (1) - Tier2-support (1)   
David 

From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: Thu, 27 Nov 2008 17:37:33 
+0100Subject: Re: [otrs] Queue view issue





There’s an ‘All’ button next to the amount of tickets in the queue. Pressing it 
displays the locked tickets too.
 
With the subject I don’t know, but there should be a config for the max. 
subject length.
 
Greez
Daniel
 


Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David 
EcoGesendet: Donnerstag, 27. November 2008 17:33An: otrs mailingBetreff: [otrs] 
Queue view issue
 
Hi, I've been a little bit confuse in Queue view. When a ticket is took by one 
agent, other agent,  even admin/supervisor can't view it in the Queue. How to 
allow every one, at least the supervisorto view all unclosed tickets in the 
queue? (Supervisor has full access to every queue already) Also, the ticket 
subject in follow-up autoreply doesn't show whole subject like, 
[Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to 
the changing in Sysconfig but I don't remember where is. Can anyone kindly 
advise? Thank you.  David



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Re: [otrs] Queue view issue

[Obee, Daniel]

Hi David.

The active queue is displayed in bold. If your example is correct, then you 
were not viewing the Tier2-support queue but 'My Queues'.

The behavior I described is correct and works: 'All tickets' displays all open, 
new and pending tickets of the queue - locked or not. Sad but true it won't 
display the locking status and/or owner unless you're zooming in. Could be 
worth a feature request though.

Greez
Daniel

Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David Eco
Gesendet: Donnerstag, 27. November 2008 18:13
An: otrs mailing
Betreff: Re: [otrs] Queue view issue

Thanks, Daniel.
I tried to click "All tickets", it doesn't work. For example, there are 2 
tickets in Queue,tire1-support and one of them is lock by agent1, but from 
admin account, "All tickets" shows one ticket only.

Tickets shown: 1 - Page: 
1<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=0&ViewAll=0&Start=1>
 - Tickets available: 1 - All tickets: 
1<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=0&ViewAll=1>

Queues: My Queues 
(1)<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=0> - 
Junk 
(2)<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=3> - 
Tier1-support 
(1)<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=2> - 
Tier2-support 
(1)<http://ts.ecocarrier.com/otrs/index.pl?Action=AgentTicketQueue&QueueID=5>




David


________
From: [EMAIL PROTECTED]
To: otrs@otrs.org
Date: Thu, 27 Nov 2008 17:37:33 +0100
Subject: Re: [otrs] Queue view issue
There's an 'All' button next to the amount of tickets in the queue. Pressing it 
displays the locked tickets too.

With the subject I don't know, but there should be a config for the max. 
subject length.

Greez
Daniel

Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David Eco
Gesendet: Donnerstag, 27. November 2008 17:33
An: otrs mailing
Betreff: [otrs] Queue view issue

Hi, I've been a little bit confuse in Queue view. When a ticket is took by one 
agent, other agent,  even admin/supervisor can't view it in the Queue. How to 
allow every one, at least the supervisorto view all unclosed tickets in the 
queue? (Supervisor has full access to every queue already)

Also, the ticket subject in follow-up autoreply doesn't show whole subject 
like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be 
due to the changing in Sysconfig but I don't remember where is.

Can anyone kindly advise? Thank you.


David

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Re: [otrs] Queue view issue

[David Eco]

Hi, I have tired below setting,
In Sysconfig->Ticket -> Core::Ticket->Ticket::ViewableLocks: I added one more 
condition 'lock', then all the locked and unlocked tickets are shown in the 
queue. 
However, from the agent1 account which locked one ticket, the "LockedTickets" 
on the top shows nothing. It should be 1 there.
Also, when I list the tickets,  it doesn't show the owner of the ticket in the 
right frame,unless I zoom it.
Does anyone know how to sovle these issue? Thank you.



From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: RE: [otrs] Queue view issueDate: 
Thu, 27 Nov 2008 12:12:31 -0500

Thanks, Daniel.I tried to click "All tickets", it doesn't work. For example, 
there are 2 tickets in Queue,tire1-support and one of them is lock by agent1, 
but from admin account, "All tickets" shows one ticket only. 



Tickets shown: 1 - Page: 1 - Tickets available: 1 - All tickets: 1 

Queues: My Queues (1) - Junk (2) - Tier1-support (1) - Tier2-support (1)   
David 

From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: Thu, 27 Nov 2008 17:37:33 
+0100Subject: Re: [otrs] Queue view issue





There’s an ‘All’ button next to the amount of tickets in the queue. Pressing it 
displays the locked tickets too.
 
With the subject I don’t know, but there should be a config for the max. 
subject length.
 
Greez
Daniel
 


Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David 
EcoGesendet: Donnerstag, 27. November 2008 17:33An: otrs mailingBetreff: [otrs] 
Queue view issue
 
Hi, I've been a little bit confuse in Queue view. When a ticket is took by one 
agent, other agent,  even admin/supervisor can't view it in the Queue. How to 
allow every one, at least the supervisorto view all unclosed tickets in the 
queue? (Supervisor has full access to every queue already) Also, the ticket 
subject in follow-up autoreply doesn't show whole subject like, 
[Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to 
the changing in Sysconfig but I don't remember where is. Can anyone kindly 
advise? Thank you.  David



Turn email contacts into buddies, and you could win. Enter today.

Messenger wants to send you on a trip. Enter today.
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Re: [otrs] Queue view issue

[David Eco]

Thanks, Daniel.
I tried to click "All tickets", it doesn't work. For example, there are 2 
tickets in Queue,tire1-support and one of them is lock by agent1, but from 
admin account, "All tickets" shows one ticket only.
 




Tickets shown: 1 - Page: 1 - Tickets available: 1 - All tickets: 1 

Queues: My Queues (1) - Junk (2) - Tier1-support (1) - Tier2-support (1) 
 
 
David 

From: [EMAIL PROTECTED]: [EMAIL PROTECTED]: Thu, 27 Nov 2008 17:37:33 
+0100Subject: Re: [otrs] Queue view issue





There’s an ‘All’ button next to the amount of tickets in the queue. Pressing it 
displays the locked tickets too.
 
With the subject I don’t know, but there should be a config for the max. 
subject length.
 
Greez
Daniel
 


Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David 
EcoGesendet: Donnerstag, 27. November 2008 17:33An: otrs mailingBetreff: [otrs] 
Queue view issue
 
Hi, I've been a little bit confuse in Queue view. When a ticket is took by one 
agent, other agent,  even admin/supervisor can't view it in the Queue. How to 
allow every one, at least the supervisorto view all unclosed tickets in the 
queue? (Supervisor has full access to every queue already) Also, the ticket 
subject in follow-up autoreply doesn't show whole subject like, 
[Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to 
the changing in Sysconfig but I don't remember where is. Can anyone kindly 
advise? Thank you.  David



Turn email contacts into buddies, and you could win. Enter today.
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Re: [otrs] Queue view issue

[Obee, Daniel]

There's an 'All' button next to the amount of tickets in the queue. Pressing it 
displays the locked tickets too.

With the subject I don't know, but there should be a config for the max. 
subject length.

Greez
Daniel

Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von David Eco
Gesendet: Donnerstag, 27. November 2008 17:33
An: otrs mailing
Betreff: [otrs] Queue view issue

Hi, I've been a little bit confuse in Queue view. When a ticket is took by one 
agent, other agent,  even admin/supervisor can't view it in the Queue. How to 
allow every one, at least the supervisorto view all unclosed tickets in the 
queue? (Supervisor has full access to every queue already)

Also, the ticket subject in follow-up autoreply doesn't show whole subject 
like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be 
due to the changing in Sysconfig but I don't remember where is.

Can anyone kindly advise? Thank you.


David


Turn email contacts into buddies, and you could win. Enter 
today.
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