[EMAIL PROTECTED] wrote: > I am trying to understand the QueueView so I can understand how many > open tickets there are, and who is working on them (owner). Why does > the queueview only show "available" tickets versus "open" (not yet > closed) tickets, and what criteria is used to determine if a ticket > is available? > > What is the best way to get an overview of several queues, to see: > - How many tickets are open, > - Who is working on them, and > - Their subject/priority > > I have created a search on the utilities page to get this data, but > it is cumbersome (status= new, open, pending reminder, pending > autoclose+/- for my queues).
Create your search criteria and the select "Yes, save it with name" at the bottom. That let's you save your search as a template. The next time you want that info, just select the template from the drop down at the top and hit search. >We are using version 1.2.3. I think an > earlier version we used at least had an "open tickets" link on the > utilties page. I wish I could make this my default page when I come > into the tool (open tickets), or define a custom search as the > default start page. > > Thanks for any help you can provide. > MMP Open tickets is still available but has been commented out in the .dtl file (don't remember which one). You have to get into the source and uncomment it to make is show open tickets. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
