Hi Anton
Thanks for your reply but my question is the agent can view the status as
"Development", "unit testing" etc.
Could you please throw more pointers
Thanks in advance
John
On Tue, Aug 18, 2009 at 11:29 AM, Anton Gubar'kov
AFAIK, status list is global. When you define a status, all queues and all agents are able to use it. You can try to use ACL to restrict the status usage per queue or agent. I never tried.
I usually make workflows using sub-queues and move the ticket between them. In your case say you have a queue called Changes where the statuses should be Development, Unit Testing etc. I would create the queues Development, Unit testing and set the "Subqueue of" parameter to Changes. You can use normal agent access control for managing available actions (i.e. ticket moves) between the queues then.
Regards, Anton.
2009/8/17 John John
Hi All I have a 5 queues and one of the queue should have custom status like "Development", "Unit Testing", "Tested" etc. When agent views the ticket in the above queue, he should view the status of ticket like "Development", "Unit Testing", "Tested" etc. Can any one of you guide me how to create the custom status for a queue in the otrs system? Any help greatly appreciated, Thanks John
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