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.

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,