Re: [otrs] Queue View: Showing locked tickets.

22 Jun 2004

      On Friday, June 18, 2004 7:57 PM
D. Ryan Spott  wrote:
...
My supervisor would like to know how we can view "locked" tickets in
the queue view and zoom view for all agents.
Is this a setting I somehow missed?
Yes and no.

We designed -or better: pre-configured OTRS so that it only displays a
certain type of tickets. This is determined by these setting:

    # ViewableLocks
    # default: ["'unlock'", "'tmp_lock'"]
    $Self->{ViewableLocks} = ["'unlock'", "'tmp_lock'"];

    # ViewableStateType
    # (see http://yourhost/otrs/index.pl?Action=AdminState -> StateType)
    $Self->{ViewableStateType} = ['new', 'open', 'pending reminder',
'pending auto'];

Another way is to use the search utility. You cannot search for locks
explicitly, but the utility spits out locked tickets nonetheless.

hth,

Robert Kehl

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