I have set all the techs up to have the capability to pull from raw at any time.. but generally one person will assign to a tech based on the skills needed. We wanted all tech's to have this ability incase the scheduler was not available. gd ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 3:41 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Locked Tickets Thank you for your response. Does the tech go into the RAW queue and pull the next one down and then assign it to himself and lock it for work? I was planning on having the frontdesk who answers the phone to assign it to a specific tech's queue, we only have 3. This happens however the tickets are automatically locked in the techs "Locked Tickets". I have to unlock it to appear in my queue. Maybe I am doing this backwards? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davis, Gary H Sent: Wednesday, February 08, 2006 3:28 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Locked Tickets we use the raw queue as a holding place for all request until they can be assigned to a tech for resolution. When it is assigned and they start work on it.. they lock it to show it is being worked on. We have over 30 tech's working the queues - so it helps the flow. gd ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 3:03 PM To: User questions and discussions about OTRS.org Subject: [otrs] Locked Tickets I create a new ticket and assign to queue RAW, owner LEE as the HELPDESK user. I then login as LEE and I have to unlock the ticket assigned to LEE from the "LOCKED TICKETS" link so that it shows up in "MY QUEUES". What is the point for locked tickets when assigning a new ticket to a queue? Is there a way to automatically show up in "MY QUEUES"? I did go into LEE's preferences and assigned him the proper queue. Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006
