I've got 4 Queues all assigned to the "user" group. All the Users have
"rw" permission on the "user" Group. I've gone into the preferences on
my user and selected all the Queues to watch. At this point if I create
a new Ticket and assign it to a Queue but don't assign it an Owner then
I see it my "My Queues" view. So does any other user who is watching
the Queue. If I change this Ticket to have an owner or if I had created the
ticket with an Owner then only the owner can see the ticket in their messages.
 
As I'm writing this I'm beginning to clue in. The tickets I'm creating are starting
locked. I guess this means that other than the owner no one else should see
it in a Queue. An owned and locked Ticket is one that a user is currently
working on.
 
Can I set things up such that initially created Tickets aren't locked?
 
Sorry to bother everyone with such basic questions.
 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of West, Bradley G.
Sent: Thursday, September 08, 2005 4:21 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Queues

Jeff,

Queue view are attributes of your agent users. They however have to first be in the group that is assigned to the queue. I found it much easier to define my own groups and assign them to the queues, and lastly go back and modify the user in question to specifically highlight the queues that the user needs to be able to see in the My Queues.

I hope this helps.

Brad West
Network/Systems Engineer
Spang & Company
bwest@spang.com

-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff
Sent: Wednesday, September 07, 2005 5:14 PM
To: otrs@otrs.org
Subject: [otrs] Queues

Sorry but I'm missing something trivial about queues.
Why does a ticket with an assigned owner not show up
in the "My Queues" area?

Thanks.

_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/