Michael K. Smith - Adhost wrote:
Hello:
We are using OTRS as a frontline trouble ticketing system between a tech support department and outside customers. The present method of hiding the tickets from the group when an individual has ownership or a lock is causing us some issues because of shift changes and other things.
Is there a way to have all tickets, including those opened and owned by an individual, displayed at all times? In addition, is it possible to show the ownership and ticket state (new,open) as well?
Thanks,
Mike Smith
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If I got you right you want something like a customized QueueView that shows in addition all tickets locked by other agents and their current states? That's sounds like a custom feature to me if you don't want to use the workarround via a search template all the time?! If you want us to implement that feature for you, please contact us at sales@otrs.com :-) Have a nice day! Christopher -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!