Is the ticket still locked for the original user? If so, they can unlock
the ticket and that will put it back in the queue. But it could take a long
time for an agent to go through each ticket and unlock it.
--
Chris Salter
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of
Reurings, Chris
Sent: November 21, 2003 8:53 AM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] Queue question
Ok,
I used the wrong description of that function.
But I understand the meaning of it.
The "Ticket Lock after Follow Up" was already configured with "NO",
so I changed it to "YES" and back to "NO",
but with both settings the reply message of a customer was placed in the
personal message list.
What to do?
I understand the meaning of the personal ticket list,
but is there a way to parse reply messages to the corresponding queue and
NOT to the personal messages list?
Thank for your advise,
Chris Reurings
The Netherlands
_____
From: Robert Kehl [mailto:robert.kehl@otrs.de]
Sent: Fri 11/21/2003 2:31 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue question
On Friday, November 21, 2003 2:15 PM
Reurings, Chris
Is there a way to store reply messages from customers in the related queue (which is viewable for all of our agents) and not in a personal message box?
They aren't stored in a personal mailbox, as there doesn't exist any real mailboxes in OTRS. Your "mailbox" is a list of locked tickets. The feature you require is a per-queue-setting. You do this via the Admin interface: http://localhost/otrs/index.pl?Action=AdminQueue http://localhost/otrs/index.pl?Action=AdminQueue Set the Combobox "Ticket lock after a follow up:" to "No" and you're done, I suppose. htht, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ http://www.otrs.de/