Aris,

Thank you I will test this out!

For the first part what I'm looking for is that whenever someone creates a ticket or "takes" an email ticket thus becoming the owner of that said ticket it will appear in their "My Queue" this way it is easier for each agent to see what issues/tickets they are working on and are responsible for.

Thanks!

Aris wrote:

Brian,

Can you explain a little more about the first part of your question.

For the second part of your question: The Queue property is "unlock timeout " in Queue Settings. If a ticket was locked by an agent, you can specify a time interval when the ticket is unlocked automatically by the system. see otrs documentation --> http://doc.otrs.org/2.3/en/html/x937.html

For example, you can set ticket time to unlock to 1 so tickets are unlocked after 1 minute. (default is 0 - no unlock)

Hope this helps,

Aris

--------------------------------------------------------------------------------
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brian
Sent: Wednesday, November 26, 2008 1:33 PM
To: otrs@otrs.org
Subject: [otrs] Question about "My Queue"

I've been searching the mailing list and google for the past few days. Someone has asked this question but never received an answer. So I'm trying to find out if the function of "My Queue" can actually serve a purpose and all tickets owned (aka created) by a user can appear in their "My Queue" this way it is easy which tickets you have taken as an agent from the raw queue.

Also I was wondering if there is an option to not lock a ticket after it has been created/moved/edited etc, that it must be manually locked.

Thanks, Any help is appreciated!!!
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