Hi Ronan, On Wed, Feb 25, 2004 at 12:17:14PM -0000, Ronan O'Brien wrote:
I've been testing OTRS for a few weeks now and I'm really impressed with its features and customisability. However, I've two questions that I've been scratching my head with .. hopefully someone will be able to help!
1/ I'm having a problem searching for tickets based on their owner. I'm using the ticket search function, and am specifying the state as new/open and the owner as the agent who's active tickets I want to view. However, the search result shows tickets that other agents own too. Any ideas? The way I've set up the system (Win32 1.2.2) is that each agent
This looks like an bug from OTRS 1.2.1. Try the demo system to reproduce the problem. I can't reproduce it.
2/ Is it possible to have generic search templates shared between different agents placed on front end? I'm not sure how to share search templates between users, or the code required to update the dtl file (what would the action/url be?) Basically I want agents to have 1-click access to everyone's queue list .. without having to worry about locked tickets etc..
The "search templates shared between different agents" isn't implemented. It would be a feature request.
Thanks again, Ronan
Ronan O'Brien
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