Mike Dent wrote:
5) How does one assign a ticket to ones self? Is the 'Lock' feature used for this?
Yes. Idea is an agent checks a queue, finds a ticket to work on and locks it so no one else will work on it at the same time.
6) When entering a customer on OTRS-Customer User page, how can you make the customer ID chosen for you and unique? I would ideally like this to be of the format UBE00001, UBE00002 etc etc ?
It is possible to give multiple clients the same Customer ID, as such you assign them to the same company. I don't believe there is an autoincrement option here. You might just want to keep a list of customers (on a wiki or something) and do the autoincrement 'manually'. It might be possible to prefill the Customer ID field with the next ID using a database query, but you'll probably have to code it yourself. Plus this might not work if you're working with multiple agents as another agent will get the same ID if he tries to add a client between the moment another agent starts to add a client and saves the data. Nils Breunese.