-----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org] On Behalf Of Ortner, Uwe Sent: Monday, July 21, 2003 12:15 PM To: otrs@otrs.org Subject: [otrs] newbie: viewing tickets, time accounting
I#m new to the list, can someone please explain me, how to view all tickets (locked/unlocked, closed/open etc.) for a certain queue and how to unlock tickets if you are not the owner?
Yeah, same here. Is there some kind of FAQ or READ_THIS_FIRST document? I'm still struggeling with the concept of queues and messages within OTRS. For instance, I have not yet fully understood which tickets are shown in which views and why. Ok, a new ticket goes by default into the queue "raw". So what is then the "PersonalQueue"? It seems to me that this is just a view on all my favorite queues.. Is that correct? If so, the name is slightly misleading, it should be more linke "My queues" Next is "Locked Tickets". This again just seems to be a view to all tickets which have been locked by me. Correct? If yes, I feel this should be named "My locked tickets" But what totally confuses me is the item "New message(s)". Which tickets show up here and why? Anyone has a clue? Regards, Jerry PS: Anyway I find OTRS a great system. I was especially impressed how easy it is to install. It took me a mere 3 hours to become productive. Nice!