Hi, Shawn: El Miércoles, 27 de Junio de 2007 12:05, Shawn Beasley escribió:
Jesús M. Navarro schrieb:
Hi all:
"My queues" view shows by default all open tickets, including those pending autoclose. Is there any config param so I can tell explicitly what states I want to see on the "My queue" view? (the same goes valid for other views like i.e. "blocked tickets"; for the most part I don't want to see "pending auto" tickets except if explicitly looking for them, since the system is already properly managing them).
I am not sure how your queue structure is setup, but you could make new queues for such states and then just move the ticket by statechange to a new queue which is not a part of your My Queues preference.
I'm using one queue per client, so ClientA tickets go to ClientA queue and so on because we have a "flat" support technician structure since we come in at 2nd and 3rd level support.
The other option is to use the locking function, which allows you to show your tickets depending on a couple of filter options.
I can't find it. On the "locked tickets" view I can order them by some criteria (age, queue, priority and client number), but I can't find any filter option. The only thing that more or less fits the bill is the "search" option, where I can have a pre-saved model matching my criteria. Problem with it is that it goes away from the "natural" flux of the interface (you can't take advantage of any default view or default step after some action). -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com