On Thu, May 22, 2008 at 4:09 AM, Shawn Beasley <shawn.beasley@otrs.com> wrote:

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::ViewStatus

Hope this helps!

((enjoy))

--
Shawn Beasley

((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!

Geschäftssitz: Bad Homburg
Amtsgericht Bad Homburg, HRB 10751
Steuernummer: 003/240/97521

Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstandsvorsitzender: André Mindermann

_______________________________________________
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 or consulting for your OTRS system?
=> http://www.otrs.com/