Hello -
Thank you for
an excellent package. I am working on CVS 1.3.x, and have some questions about
the agent interface. Please forgive the length. I have scoured the documentation
for information but I am still a little confused. Hope someone can help.
* What is "My
Queues"? No matter what I do I cannot seem to get the increment to change from 0
to something else!
* System-wise,
what is the difference between the "QueueView" and the special "New Message" and
"Locked Tickets" views.
* Why does the
QueueView show a list, but the PhoneView go directly into a new Ticket form?
* Is my
understanding correct that:
-- QueueView is
to show you a list of queues, which contain non-locked tickets which are owned
by you or anyone.
-- When I lock
(grab, take) a ticket, it no longer shows up in QueueView, but "moves" to my
special "New Message" or "Locked Tickets" views.
-- The buttons
New Message and Locked Tickets show tickets owned by me which I have locked and
am working on.
... if not
could you please set me straight.
* How does
config.pm setting $Self->{QueueViewAllPossibleTickets} = 1; affect the
QueueView? If I set this to 0, would I not then be able to view tickets owned by
other agents in the Queues?
* I read about
these ViewableLock settings for config.pm. What is the effect of having
"'lock'" added in? When I had this, it seemed like it broke the "New Message" or
"Locked Tickets" views. Is that true?
#
$Self->{ViewableLocks} = ["'lock'", "'unlock'",
"'tmp_lock'"];
$Self->{ViewableLocks} = ["'unlock'",
"'tmp_lock'"];
Appreciate your
help and assistance.
Regards
Rick