Hi Shawn and Nils,
Thanks for the reply! Yes I can see that the tickets are being closed
successfully. See below:
Filter: 'resolved' Set param 'X-OTRS-State' to 'closed successful'
(Message-ID: <48362117.7090106@testdomain.com>)
For the ViewStatus sysconfig, I have it on, but I'm looking for something
with this format:
agent1
ticket1
ticket2
agent2
ticket3
agent3
ticket4
Does OTRS handle this kind of view or something similar?
Thanks in advance!
On Thu, May 22, 2008 at 4:09 AM, Shawn Beasley
Hi,
adrian guevara wrote:
Hi,
Sorry, I'm an otrs newb. Does anyone have any idea on how to solve the two problems I have? Please see below:
1. I created a filter on otrs to move a ticket's state to 'closed successful' when the postmaster filter receives an email with the word "resolved" on the body. I can see from the system logs that this is being done, but I can still see the ticket on the queue view. Is there something that I am missing out?
When tickets are closed, you can only search for them.
2. Is there a way to have a master view of the queues and the agents that they are locked to? I was looking at a feature like this so that other agents know what are you working on; management as well can see what everyone else is working on.
Turn on Status View in the Sysconfig
http://doc.otrs.org/2.2/en/html/x12516.html#Ticket:Frontend::Agent::Ticket::...
Hope this helps!
((enjoy))
-- Shawn Beasley
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