So, fundementally I am at a loss for what locking a
ticket means.
When does it happend and why?
How do queues relate to Locking and incoming
mail?
Why is it "new message" and not new ticket in
incoming queue?
Doesn't a message automatically become a ticket and
get inserted into
the correct queue. Shouldn't it be "new
ticket"?
Why are locked tickets listed at the top of the
menu next to incoming tickets?
Is that the same as ownership?
Why do queues in QueueView show only new tickets
and not open ones?
Is that tickets that are not "owned"?
Don't I also want to see the stuff I am working on
(ie open tickets)?
by queue and not just by how I work on
them?
Summary:
Basically, I am looking for an explaination of
the general/abstract model.
Mostly my questions come from not understanding
your data model.
Again, so far, looks really cool.
Thanx
Nicholas